Customer Service Representative (Water Business Office)
Customer Service Representative (Water Business Office)
Posted on :
06-07-2025
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1 Vacancy
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Job Description
Purpose & Job Related Requirements
REPORTS TO:Customer Service Supervisor
FLSA STATUS: Non-ExemptCLASSIFICATION: Personnel System - Requires satisfactory completion of a six-month probationary periodPAY GRADE: 110SAFETY SENSITIVE: NoPurpose of JobThe purpose of this job is to perform administrative/clerical functions associated with receiving account payments and providing information/service to water and sewer account customers. Duties and responsibilities include but are not limited to performing bookkeeping and customer service tasks; opening/closing/transferring customer accounts; providing assistance and information to customers; resolving problems and correcting records; processing account billings; receiving payments and applying to accounts; balancing daily receipts; preparing bank deposits; serving as a liaison for stormwater and solid waste customers and performing additional tasks as assigned.Job Related Requirements
Work Schedule:Monday - Friday 8:00 a.m. to 5:00 p.m. On Wednesdays the office is open until 6:00 p.m. The person selected for this position is not regularly scheduled to work the extra hour on Wednesdays but may be required to do so if needed. Overtime may be mandatory.May be required to work on religious holidays.Regular and predictable attendance is required.Must work cooperatively with others.When requirements include vehicle operation responsible for the safety readiness and operation of the vehicle andmust abide by ACCs safe driving policy.Minimum Training & Experience Required to Perform Essential Job Functions
- High school diploma or equivalent with one year of experience involving customer service cash handling issuingadjustments and billing procedures or related experience required; or any equivalent combination of educationtraining and experience which provides the requisite knowledge skills and abilities for this position.
Valid drivers license required.
Bilingual Spanish speaker preferred. Essential Duties Responsibilities
- The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Otherduties may be required and assigned.Serves customers by providing information regarding water and sewer system billing policies procedures and charges.
Collects payments from customers via various methods (ie in person electronically mail etc.); applies payments to proper account; balances monies received daily to a auto generated edit list; locates and resolves any discrepancies; prepares daily cash and check collections for bank deposit.Resolves customer billing problems; arranges for credits or adjustments as appropriate; makes corrections to accountfiles.Establishes new accounts; closes accounts; transfers accounts as requested; processes final account billings.Processes requests for adjustments to bills based on outdoor summer use or underground leaks; calculatesconsumption averages for leak adjustments.Calculates structured payment plans; prepares payment agreements for customer signature; maintains calendar of delinquencies and customer payment agreements.Coordinates information with Field Customer Service Representatives for processing delinquent accounts andpayment plans.
Issue and update service orders to schedule service including meter re-checks repairs replacements changeoutsadjustments new service or disconnections.Coordinates information with Water Service Technicians regarding proper locations and types of service.
Work with WBO team and other departments to find appropriate solutions to problems.
Inform customers about additional services that would possibly enhance customer experience.Issues appropriate paperwork for garbage stickers and bags; collects money; posts to accounts; forwards paperworkto Solid Waste Department.Assist in set up of refuse accounts; provides information on refuse services; collects refuse deposits.Receives opens sorts and processes incoming mail; determines routing and distributes as appropriate; preparesoutgoing mail.Prepares and/or receives various forms work orders reports correspondence and other documents; reviewscompletes processes and forwards as appropriate.Greets visitors ascertains nature of business assists and/or directs visitors to appropriate person.Answers the telephone; provides information; takes and relays messages and/or directs calls to appropriatepersonnel; returns calls as necessary.Responds to routine requests for information from officials employees members of the staff the public or otherindividuals.
Upholds customer confidentiality especially regarding financial matters and identity.Performs other duties as assigned.Knowledge Skills and AbilitiesKnowledge of the policies procedures and activities of the Public Utilities Department as they pertain to theperformance of duties relating to the position of Customer Service Representative.Knowledge of the terminology used within the department.Knowledge of unified government and departmental policies and procedures pertaining to water billing.Knowledge of computerized water billing systems and water rates sewer rates and water meter construction fees.Knowledge of general office procedures bookkeeping practices and maintaining accurate accounts.Skill in oral and written communications.Skill in utilizing various software programs relevant to the position.Ability to compile organize prepare and maintain an assortment of records reports and information in an effectivemanner and according to departmental and/or governmental regulations.Ability to communicate effectively with supervisors and other staff members.Ability to use independent judgment in routine and non-routine situations.Ability to handle required mathematical calculations.Ability to utilize and understand computer applications and techniques as necessary in the completion of dailyassignments.
Ability to plan organize and/or prioritize daily assignments and work activities.Ability to comprehend and apply regulations and procedures of the department.Ability to operate various machinery and office equipment including a motor vehicle computer printer typewriter calculator copier mail opening machine two-way radio and telephone. Supplemental Information
- (ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIREDTO PERFORM ESSENTIAL JOB FUNCTIONSPHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machinery and equipment including a motor vehicle computer printer typewriter calculator copier mail opening machine two-way radio and telephone. This position requires: walking standing bending stooping pushing pulling lifting fingering grasping feeling seeing talking hearing and repetitive motions. Must be able to exert up to 10 pounds of force occasionally. Physical demand requirements are at levels of those for sedentary work.DATA CONCEPTION:Requires the ability to compare and or judge the readily observable functional structural or compositional characteristics (whether similar to or divergent from obvious standards) of data people or things.INTERPERSONAL COMMUNICATION: Requires the ability to hear speak and/or signal people to convey orexchange information. Includes giving/receiving assignments and/or directions to/from co-workers assistants orsupervisors.LANGUAGE ABILITY: Requires ability to read a variety of informational documentation directions instructionsmethods and procedures. Requires the ability to prepare letters reports forms etc. using prescribed formats andconforming to all rules of punctuation grammar diction and style. Requires the ability to speak to individuals withpoise voice control and confidence.INTELLIGENCE: Requires the ability to learn and understand relatively basic principles and techniques; toacquire and be able to expound on knowledge of topics related to primary occupation; and to make independentjudgment in the absence of management.VERBAL APTITUDE: Requires the ability to record and deliver information to explain procedures and to followoral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrativetechnical or professional languages including terminology related to public utilities bookkeeping and radiodispatching.NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiplyand divide; determine percentages; compute discount/interest; perform calculations involving variables formulassquare roots and polynomials.FORM/SPATIAL APTITUDE:Requires the ability to inspect items for proper length width and shape visuallywith a variety of machinery and equipment including a motor vehicle computer printer typewriter calculatorcopier mail opening machine two-way radio and telephone.MOTOR COORDINATION: Requires the ability to coordinate hands fingers and eyes accurately in using officeequipment. Requires the ability to use the keyboard lift bend push and pull objects or materials using body partsas the position necessitates.MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipmentoffice supplies computer supplies and accounting supplies. Must have the ability to use one hand for twisting orturning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/footcoordination.COLOR DISCRIMINATION: Requires the ability to differentiate between colors and shades of color.INTERPERSONAL TEMPERAMENT: Requires the ability to deal with people beyond giving and receivinginstructions. Must be adaptable to performing under minimal stress when confronted with an emergency.PHYSICAL COMMUNICATION: Requires the ability to talk and/or hear: (Talking - expressing or exchanging ideas by means of spoken words). (Hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone and two-way radio.
ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information. ACCGov is committed to providing access equal opportunity and reasonable accommodation for individuals with disabilities in employment its services programs and activities. To request reasonable accommodation to participate in the job application or interview process contact Leah Jagatic HR Coordinator Human Resources or.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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