Customer Service Representative I
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Job Location:
Dothan, AL - USA
Hourly Salary:
$ 18 - 30
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Description
This position is responsible for providing clerical and customer service support for department utility collections operations. After successful completion of training and satisfactory work performance along with time in grade an incumbent in this position may be designated Customer Service Representative II.
Major Duties
- Answers telephone and greets visitors; provides information and assistance; assists in resolving customer concerns and complaints.
- Prepares work orders for the initiation termination and transfer of services; prepares work orders for the installation and testing of meters and for environmental services requests.
- Reviews requests for extension and approves or denies based on city code.
- Scans and validates a variety of customer and other paperwork; maintains an organized and accurate electronic filing system.
- Enters miscellaneous charges to customer accounts.
- Communicates with apartment complexes property management companies and landlords for verification of lease documentation.
- Assists landlords with managing service rollovers deposit requirements and temporary letter agreement renewals.
- Communicates with various agencies regarding approval of payments for utility billings; ensures proper documentation is received from respective agencies; enters accurate payment information to ensure proper charges are selected to avoid disruption of services.
- Communicates with other city departments to monitor status of work orders.
- Reviews daily reports to correct issues and verify the accuracy of work orders.
- Processes returned mail; contacts customers and updates address and other account information.
- Processes service requests by email fax and in person; verifies identity and document accuracy to complete customer requests.
- Initiates and terminates services in computerized billing system; runs credit checks to determine deposit amounts; verifies identity and checks for outstanding balances; verifies mailing addresses.
- Initiates and maintains prepay system accounts including rate selection contact method creation alert enrollment and meter verification.
- Assists customers with online customer portal enrollment and support.
- Coordinates commercial utility account activation while ensuring proper compliance with other departments.
- Coordinates new construction account activation while ensuring proper compliance with other departments.
- Performs related duties.
KNOWLEDGE SKILLS AND ABILITIES REQUIRED BY THE POSITION
- Knowledge of modern office practices and procedures.
- Knowledge of city and department policies and procedures.
- Knowledge of computers and job-related software programs.
- Knowledge of customer service principles.
- Skill in prioritizing and organizing work and multitasking between multiple incoming sources of information and requests.
- Skill in the provision of customer services.
- Skill in mitigation of difficult customers and disruptive customer behavior.
- Skill in the maintenance of files and records.
- Skill in the use of such office equipment as a computer scanner fax machine and copier.
- Skill in oral and written communication.
SUPERVISORY CONTROLS
The Lead Customer Service Representative assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures accuracy and the nature and propriety of the results.
GUIDELINES
Guidelines include the City of Dothan Code of Ordinances and city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.
COMPLEXITY/SCOPE OF WORK
- The work consists of related customer service duties. Frequent interruptions and unique customer circumstances contribute to the complexity of the position.
- The purpose of this position is to provide customer service support for utility collections operations. Successful performance contributes to the efficiency and effectiveness of those operations.
CONTACTS
- Contacts are typically with co-workers other city employees customers and the public.
- Contacts are typically to give or exchange information and provide services.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
- The work is typically performed while sitting at a desk or table or while intermittently sitting standing or stooping. The employee occasionally lifts light and heavy objects.
- The work is performed in an office.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
None.
Minimum Qualifications
- Graduation from standard senior high school or GED as recognized by the United States Department of Education (USDE) or Council for Higher Education Accreditation (CHEA); and
- One (1) year recent experience in a customer service environment involving customer accounts sales and data entry.
- Six (6) months recent experience related to utility billing or collections preferred.
- Six (6) months recent experience using AS-400 preferred.
NECESSARY SPECIAL REQUIREMENTS
- An applicant for this position is subject to various background investigations up to and including a criminal credit past employment and reference checks.
- Employees are required to submit to Drug and Alcohol testing in accordance with the City of Dothan policy which includes pre-employment and random tests for the duration of employment in this position. (PBA 8/13/12)
- Must meet the City of Dothans employment physical standard which includes drug/alcohol testing.
Application / Examination
Qualified applicants will be evaluated based on training and experience as documented on their application. This evaluation will comprise 50% of the final grade. The written exam will comprise the other 50% of the final grade.
The written examination for the position of Customer Service Representative I is scheduled for October 28 2025.
Candidates meeting the minimum qualifications will receive an email notification to self-schedule for the written exam. You MUST self-schedule online or you will not be allowed to take the test.
The content areas of the written examination for the position of Customer Service Representative I include the following:
Ability to Work Rapidly with Data/InformationWritten Communication
Knowledge of Basic Accounting/Bookkeeping
Reading Comprehension
Mathematical Ability
You will be allowed 2hours and 15 minutes for completion of the examination. Once the examination begins you will not be allowed to leave the room until you have completed the examination.
NOTE: An applicant on vacation is responsible for attending the examination on the date scheduled. An applicant falling under federally protected leave (i.e. FMLA USERRA) is responsible for notifying the Personnel Department in writing no later than the closing date by emailing
Please advise us at the time of application if you will need assistance and/or accommodation to take this examination by emailing .
An Equal Opportunity Affirmative Action Employer
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
