Customer Service Representative
City of Huntsville, TX
Huntsville, TX, USA
Published today
Customer Service Representative
Full time
$16 - $19 per hour
Job Summary
The objective of the Utility Billing Customer Service Representative is to provide prompt and accurate service and information to customers regarding billing, collections, requests for credits, requests for new service, disconnects and transfers of service. This position receives utility account payments and monies collected by other City departments. The Utility Billing Customer Service Representative provides customers with the highest quality customer service possible at all times.
Duties and Responsibilities
The duties described below are indicative of what the Utility Billing Customer Service Representative may be asked to perform; duties may be changed with or without notice.
Customer Service/Clerical
• Responds to customer inquiries on a daily basis covering all aspects of utility accounts by telephone, in person, by mail and e-mail.
• Processes applications for new service, schedules disconnects and service transfers, requests for re-reads, etc. and resolves billing issues.
• Obtains and provides accurate information to customers regarding service requests.
• Establishes and maintains superior customer relationships.
• Analyzes customer accounts, checking for accuracy in services charged and billing calculation. • Calculates billing adjustments when appropriate, for example, misreads, leaks, etc.
• Prepares service orders as requested by customers and/or office personnel.
• Responds to customer requests for information about the City and its services.
• Receives utility bill payments from customers in the form of cash, check/money orders and credit cards. • Receipts monies collected by other departments.
• Balances the cash drawer daily to detail reports and prepares daily bank deposits.
• Runs routine reports from utility billing software systems.
• Performs end-of-day process in computer system to post payments and balance all monies collected to system reports.
• Performs computer maintenance on utility accounts by entering address changes, service charges, etc.
• Processes payments received in the mail and night deposit drop.
• Processes returned checks/drafts by contacting customers regarding collection of the returned item, enter the charge back to the utility account and receiving the payment for the item.
• Bills for finalized utility accounts, monitors unpaid balance accounts, prepare and send letters as necessary to collect and write off uncollectable accounts.
• Maintains utility accounts secured by Contract of Guaranty by sending letters informing Cosigner of unpaid balance due and preparing documents to transfer outstanding balances to cosigner utility account as needed. • Identifies utility service applicants who have delinquent balances from previous accounts.
Qualifications
Education and/or Experience
• High School diploma or equivalent.
• Valid Texas driver's license with an acceptable driving record.
• Minimum of one (1) year "front-line customer service experience, dealing directly with the public. • Minimum of one (1) year cash handling/receipting experience.
Skills and Abilities
• Must possess a high degree of attention to detail.
• Ability to prepare documents in Microsoft processing software, operate 10-key by touch, perform data entry and inquiry functions at an acceptable level of speed and accuracy.
• Ability to cooperate with staff and the public in a friendly, professional, and effective manner. • Ability to use office machines such as computers, calculators, document scanners, copy machines, fax machines, etc.
• Proficiency with Microsoft Word, Excel, Internet Explorer and G-mail.
• Ability to participate as a team player, in support of utility billing and the City organization as a whole. • Ability to define problems and deal with a variety of situations.
• Ability to read, comprehend and retain city and state policies and legislation, City's Personnel Policy, City ordinances, procedure manuals, etc.
Language/Communication Skills
• Ability to communicate professionally and effectively with elected officials, staff, and the public • Apply correct business English, spelling, and punctuation, in communications, both oral and written.
Mathematical Skills
• Ability to calculate basic mathematical calculations (addition, subtraction, multiplication and division) without the aid of a calculator.
REASONING ABILITY
• Ability to define problems and deal with a variety of situations.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Ability to use good judgment and effectively solve problems.
• Ability to provide expert advice without formal supervisory responsibility.
• Ability to plan work, and establish priorities.
• Ability to respond to complaints and grievances, in a courteous, professional manner.
Physical and Work Environment
The physical environment and the work environment described are representative of those that must be met by an employee to successfully perform the function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Physical Environment
• The duties of this job include physical activities such as sitting, stooping, kneeling, standing, walking, lifting, reaching, fingering, grasping, handling, talking, hearing/listening, seeing/observing, and repetitive motions. • Specific vision abilities required by this job include close, distance and peripheral vision; depth perception; and the ability to adjust focus.
• This job is performed in an office environment.
Work Environment
The work environment may include some or all of the following:
• Inside office environment.
• Repetitive activities.
• High volume work days (first of the month, due dates, disconnect dates, etc.).
• Detailed and meticulous tasks which require a high degree of accuracy.
• Time pressures (frequent rush jobs, urgent deadlines, etc.).
• Distractions (telephone calls, disturbances, etc.).
• Unpleasant social situations (dealing with irate or disturbed individuals).
• Professional environment, focusing on financial reports, procedures and customer service.
Exempt : No
Type : FT Employee
Department : Finance
Location : DEFAULT
The objective of the Utility Billing Customer Service Representative is to provide prompt and accurate service and information to customers regarding billing, collections, requests for credits, requests for new service, disconnects and transfers of service. This position receives utility account payments and monies collected by other City departments. The Utility Billing Customer Service Representative provides customers with the highest quality customer service possible at all times.
Duties and Responsibilities
The duties described below are indicative of what the Utility Billing Customer Service Representative may be asked to perform; duties may be changed with or without notice.
Customer Service/Clerical
• Responds to customer inquiries on a daily basis covering all aspects of utility accounts by telephone, in person, by mail and e-mail.
• Processes applications for new service, schedules disconnects and service transfers, requests for re-reads, etc. and resolves billing issues.
• Obtains and provides accurate information to customers regarding service requests.
• Establishes and maintains superior customer relationships.
• Analyzes customer accounts, checking for accuracy in services charged and billing calculation. • Calculates billing adjustments when appropriate, for example, misreads, leaks, etc.
• Prepares service orders as requested by customers and/or office personnel.
• Responds to customer requests for information about the City and its services.
• Receives utility bill payments from customers in the form of cash, check/money orders and credit cards. • Receipts monies collected by other departments.
• Balances the cash drawer daily to detail reports and prepares daily bank deposits.
• Runs routine reports from utility billing software systems.
• Performs end-of-day process in computer system to post payments and balance all monies collected to system reports.
• Performs computer maintenance on utility accounts by entering address changes, service charges, etc.
• Processes payments received in the mail and night deposit drop.
• Processes returned checks/drafts by contacting customers regarding collection of the returned item, enter the charge back to the utility account and receiving the payment for the item.
• Bills for finalized utility accounts, monitors unpaid balance accounts, prepare and send letters as necessary to collect and write off uncollectable accounts.
• Maintains utility accounts secured by Contract of Guaranty by sending letters informing Cosigner of unpaid balance due and preparing documents to transfer outstanding balances to cosigner utility account as needed. • Identifies utility service applicants who have delinquent balances from previous accounts.
Qualifications
Education and/or Experience
• High School diploma or equivalent.
• Valid Texas driver's license with an acceptable driving record.
• Minimum of one (1) year "front-line customer service experience, dealing directly with the public. • Minimum of one (1) year cash handling/receipting experience.
Skills and Abilities
• Must possess a high degree of attention to detail.
• Ability to prepare documents in Microsoft processing software, operate 10-key by touch, perform data entry and inquiry functions at an acceptable level of speed and accuracy.
• Ability to cooperate with staff and the public in a friendly, professional, and effective manner. • Ability to use office machines such as computers, calculators, document scanners, copy machines, fax machines, etc.
• Proficiency with Microsoft Word, Excel, Internet Explorer and G-mail.
• Ability to participate as a team player, in support of utility billing and the City organization as a whole. • Ability to define problems and deal with a variety of situations.
• Ability to read, comprehend and retain city and state policies and legislation, City's Personnel Policy, City ordinances, procedure manuals, etc.
Language/Communication Skills
• Ability to communicate professionally and effectively with elected officials, staff, and the public • Apply correct business English, spelling, and punctuation, in communications, both oral and written.
Mathematical Skills
• Ability to calculate basic mathematical calculations (addition, subtraction, multiplication and division) without the aid of a calculator.
REASONING ABILITY
• Ability to define problems and deal with a variety of situations.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Ability to use good judgment and effectively solve problems.
• Ability to provide expert advice without formal supervisory responsibility.
• Ability to plan work, and establish priorities.
• Ability to respond to complaints and grievances, in a courteous, professional manner.
Physical and Work Environment
The physical environment and the work environment described are representative of those that must be met by an employee to successfully perform the function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Physical Environment
• The duties of this job include physical activities such as sitting, stooping, kneeling, standing, walking, lifting, reaching, fingering, grasping, handling, talking, hearing/listening, seeing/observing, and repetitive motions. • Specific vision abilities required by this job include close, distance and peripheral vision; depth perception; and the ability to adjust focus.
• This job is performed in an office environment.
Work Environment
The work environment may include some or all of the following:
• Inside office environment.
• Repetitive activities.
• High volume work days (first of the month, due dates, disconnect dates, etc.).
• Detailed and meticulous tasks which require a high degree of accuracy.
• Time pressures (frequent rush jobs, urgent deadlines, etc.).
• Distractions (telephone calls, disturbances, etc.).
• Unpleasant social situations (dealing with irate or disturbed individuals).
• Professional environment, focusing on financial reports, procedures and customer service.
Exempt : No
Type : FT Employee
Department : Finance
Location : DEFAULT
Salary range
- $16 - $19 per hour