GENERAL DESCRIPTION
Under general supervision, the Customer Service Representative (CSR) performs a variety of customer service duties to answer and resolve water utility customer inquiries, concerns, and complaints. Work involves direct and indirect communication with external and internal customers through in-person meetings, phone calls, mail, email, service orders, and other mediums. Additionally, work includes processing orders, handling payments, generating bills, and completing reports. The CSR I focuses on cashiering and basic customer service functions in the lobby. Work is performed under general supervision within established policies and procedures.
SUPERVISION EXERCISED
This position does not exercise direct supervision over other employees.
IMPORTANT AND ESSENTIAL DUTIES
Communicate with walk-in customers, providing assistance with account inquiries, payments, and service requests.
Receive payments and issue receipts for cash, check, credit card, and money order transactions.
Validate balances and reconcile receipts and other financial data daily.
Use utility billing software to assist customers with their account balances, water consumption, and initiation or termination of water service.
Generate, dispatch, and process water utility maintenance service orders as needed.
Retrieve and open mail from the post office box and other drop box locations.
Maintain files and compile receipt reports.
OTHER JOB RELATED DUTIES
Perform other job related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
Principles and practices of excellent customer service.
General office practices and procedures.
Utility billing systems and related software applications.
Basic accounting principles and financial reconciliation processes.
City, state, and federal regulations related to utility billing and collections.
Basic understanding of water and wastewater utility operations.
Skill to:
Communicate effectively and professionally with customers, both orally and in writing.
Analyze and resolve customer problems or complaints efficiently.
Perform mathematical computations and financial reconciliations accurately.
Operate a computer and various office equipment proficiently.
Maintain a high level of attention to detail and accuracy in all tasks.
Ability to:
Provide courteous and efficient customer service in high-pressure situations.
Interpret and apply policies, procedures, and regulations to varied situations.
Work independently and manage multiple priorities in a fast-paced environment.
Demonstrate a positive attitude and strong initiative.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Experience and Training Guidelines:
For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:
Experience:
This is an entry-level position.
One (1) year of continuous customer service or clerical experience involving heavy public contact is preferred.
Education/Training:
A high school diploma or GED is required.
License or Certificate:
No licenses or certifications are required.
Special Requirements:
Essential duties require the following physical skills and work environment:
With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:
___ Sedentary – lifting of no more than 10 pounds
_X_ Light – lifting no more than 20 pounds; carrying up to 10 pounds
___ Medium – lifting no more than 50 pounds; carrying up to 25 pounds
___ Heavy – lifting no more than 100 pounds; carrying up to 50 pounds
___ Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds
Physical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:
Codes for how often:
N = No
E = Extensive (100 – 70% of the time)
M = Moderate (60 – 30% of the time)
I = Infrequent (20 – 10% of the time)
A = Almost Never (<10% of the time)
Code / Task
_M_ Standing
_M_ Sitting
_M_ Walking
_A_ Lifting
_M_ Carrying
_I_ Pushing/Pulling
_A_ Overhead Work
_M_ Fine Dexterity
_A_ Kneeling
_A_ Crouching
_A_ Crawling
_I_ Bending
_I__ Twisting
_I__ Climbing
_I__ Balancing
_E_ Vision
_E_ Hearing
_M_ Talking
___ Other: _____________________