Senior Customer Service Representative (Public Utilities)
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Job Location:
Athens, GA - USA
Monthly Salary:
Not Disclosed
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
Purpose & Job Related Requirements
REPORTS TO: Customer Service Supervisor
FLSA STATUS: Non-Exempt
CLASSIFICATION: Personnel System; Requires satisfactory completion of a six month probationary period.
PAY GRADE: 112
SAFETY SENSITIVE: No
Purpose of Job
The purpose of this position is to perform the full range of Customer Service Representative duties in support of utility billing and customer account operations. Responsibilities include receiving and processing customer payments; providing information and assistance related to Water Sewer and Refuse services; opening closing and transferring customer accounts; processing account adjustments including leak adjustments late fee removals refuse adjustments and cancel/rebills; maintaining accurate customer records; scanning and indexing documents; balancing daily receipts and preparing bank deposits; utilizing utility billing software and Advanced Metering Infrastructure (AMI) customer service tools; and performing related administrative and customer service duties as assigned.
Job-Related Requirements
Work Schedule: Monday Tuesday Thursday Friday 8 am - 5 pm; Wednesday 8 am - 6 pm; with the occasional opportunity for overtime.
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 two years 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.Essential Duties Responsibilities
The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Provides customer service in support of utility service billing functions including the collection of payments for Water Sewer and Refuse accounts.
Provides guidance and operational support to Customer Service Representatives regarding payment plans account maintenance leak adjustments and customer account resolution.
Assists with training staff in customer service procedures and departmental policies using appropriate methods procedures and techniques.
Reviews complex customer accounts and verifies account adjustments for accuracy including leak adjustments affidavits allocations bank drafts final account overpayment reports transfer credits and cancel/rebills.
Enters adjustments for high bills penalty removals leak adjustments refuse adjustments and transfer credit balances in accordance with departmental policy.
Assists with reviewing payment plan requests and customer account resolutions when accounts do not meet standard payment agreement requirements.
Exercises independent judgment in researching analyzing and resolving complex customer account billing and payment issues in accordance with departmental policies and procedures.
Takes telephone calls in a call center setting.
Calculates commercial deposits.
Verifies and tracks all new customer deposits to ensure deposits have been properly applied account location accuracy is maintained and allocations have been entered correctly. Reviews accounts to verify customers are not using fraudulent means to obtain service.
Provides operational support for automatic bank draft processing ACH file processing returned payment procedures and customer account maintenance.
Processes returned items and charges; notifies customers debits accounts and follows through to completion in accordance with departmental procedures.
Runs weekly cut-off lists and identifies accounts requiring Field Service Technician turn-off for non-payment. Updates completed service orders and applies appropriate fees.
Reviews daily cut-off lists for payments and updates account information as necessary.
Responds to sensitive and difficult public inquiries courteously and professionally; researches resolves and responds to customer problems and complaints efficiently and timely manner; explains departmental billing and collection policies to the public.
Assists with reports password resets payment lookups and returned check processing.
Utilizes utility billing software systems AMI systems customer account portals and related technologies to research and resolve customer concerns.
Maintains a high level of accuracy in account review payment processing customer account documentation and adjustment processing to support operational and financial integrity.
Provides adequate coverage for customer service call center and payment counter operations within the Water Business Office. Provides vacation and temporary relief as needed.
Performs related duties as required.
Knowledge Skills and Abilities
Knowledge of the policies procedures and activities of the Public Utilities Department as they pertain to the performance 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 ancillary charges and water meter construction fees.
Knowledge of general office procedures bookkeeping practices and maintaining accurate accounts.
Skill in organizationaland human relation techniques.
Skill in interpersonal communications and 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 effective manner 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 daily assignments.
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 FUNCTIONS
PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machinery and equipmentincluding a motor vehicle computer printer typewriter calculator copier mail opening machine two-way radioand 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 forceoccasionally. 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 structuralor 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 or
supervisors.
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 radio
dispatching.
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 scanner 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:
Senior IC
