Account Services Representative - Calls
Account Services Representative - Calls
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
06-04-2025
Job Description
Account Services Representative Calls
DEPARTMENT: Account Services
SCHEDULE: MondayFriday 8:00am5:00 pm
REPORTS TO: Account Services Lead
Position Summary:
The Account Services Representative Calls serves as a primary point of contact for customers assisting them via phone email and inperson inquiries. This role is responsible for providing excellent customer service handling billing inquiries processing service requests and ensuring accuracy in account documentation. Additionally this position assists in the regulatory compliance and efficient operations of the District.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Customer Service & Account Management
- Serve as the primary point of contact for customers via phone email and inperson interactions.
- Assist customers with billing inquiries payment arrangements and balance inquiries.
- Process applications for new services and service terminations.
- Handle movein and moveout service requests.
- Create and schedule service orders for field technicians.
- Educate customers on potential leaks and provide guidance on available solutions.
- Address emergency service situations as needed and escalate concerns accordingly.
- Process payment transactions including cash check and electronic payments.
- Assist customers with Payment setup including PAP enrollment password resets and autopay assistance.
- Maintain and balance the cash drawer when scheduled on rotation for drivethru and frontcounter positions.
Administrative & Documentation Responsibilities
- Record and update customer information in the Customer Information System (CIS).
- Organize account documents including adding notes related to payments address changes and other relevant details.
- Process and route incoming and outgoing mail including pledges from assistance agencies.
- File incident reports when necessary.
- Correspond with contractors including interpreters when needed.
- Assist in drivethru and cashier operations on a rotational or asneeded basis.
Compliance & Policy Adherence
- Ensure compliance with company policies procedures and industry regulations.
- Report safety concerns and incidents as required.
- Maintain professionalism and adhere to appropriate customer service protocols at all times.
Required Education and Experience:
- High school diploma or GED
- 13 years of customer service experience preferred.
Additional Skills:
- Ability to maintain and balance a cash drawer.
- Strong customer service skills including the ability to remain professional in difficult situations.
- Ability to work with multiple computer software applications.
- Ability to interpret understand and administer regulations effectively.
- Ability to communicate effectively with customers and other departments.
- Ability to follow correct procedures when assisting customers.
Work Environment and Physical Demands:
This job primarily operates in a climatecontrolled environment. Works with equipment such as computer copy machine fax and phones. The position requires auditory and visual skills; and the ability to sit follow written and oral instructions and procedures. There is no regular travel expected for this position.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Featured Benefits:
Paid Time Off Paid Sick Time 11 Paid Holidays (includes birthday) Medical Insurance
Dental Insurance Vision Insurance Pension program through Kentucky Public Pension
Authority Short and LongTerm Disability Basic Life and AD&D Insurance Employee Assistance
Program Wellness Program Flexible Work Schedule Hybrid Work Options (some positions)
Tuition Reimbursement
The Northern Kentucky Water District employs qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race religion national origin age sexual orientation or disability.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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