Customer Service Representative Sr. (Water Billing/Customer Service) - Open To Current Cosa Employees Only

GENERAL PURPOSE: Coordinates and performs a variety customer service functions; provides assistance to utility customers in person and via telephone; responds to customer inquiries and requests for service; prepares and issues work orders; processes and records customer payments; coordinates with customers regarding the payment of past due accounts; updates and maintains customer account information; reporting and review of leak reporting for the city; full oversight of collection accounts; monthly review and assessment of backflow noncompliance reports; oversight and review of grease trap violations.

Primary Duties And Responsibilities

• Hours: Monday through Friday, 8:00 am to 5:00 pm.
• Performs other related duties as assigned or required.
• Files and maintains service request/work order documentation.
• Supports the public and provides customer service in the lobby and via telephone.
• Prepares, processes, and issues work orders for meter re-reads and the connection, disconnection, and reconnection of water services.
• Generates and maintains cut-off lists; processes service cut-off fees; charges off collection accounts.
• Processes requests for after-hours service; prepares related charges; logs customer addresses for use by after-hours field personnel.
• Answers incoming calls; responds to customer inquiries and requests for service.
• Lead, train and assist other Customer Service Representatives.
• Establishes customer accounts; updates, maintains, and researches account information.
• Coordinates the installation of water taps for new construction as required.
• Establishes online viewing of customer account information.
• Provides information regarding utility services, departmental policies, and account/billing matters.
• Enters and updates customer payment information in the departmental computer system.
• Monitors customer accounts for past due charges; establishes payment arrangements; grants payment extensions for past due accounts as warranted.
• Regular and timely attendance is required.
• Work with Customer Service Supervisor and Manager on various projects.

Minimum Qualifications

Education and Experience:

• High School Diploma or equivalent; and three years customer service experience; or an equivalent combination of education and experience.

Required Licenses Or Certifications

• Applicants with an out-of-state driver license must provide an original certified driving record from the state of driving licensure.
• Must possess a valid Texas Driver License with a good driving record.

Required Knowledge Of

• Departmental records, reports, and documentation.
• Knowledge of billing procedures and debt collection.
• Working knowledge of storm water accounts.
• System exchange process of meters and AMR's.
• Working knowledge of standard computer software applications, MS Office and databases.
• Customer service standards and protocol.
• Utility Billing operations, policies, and procedures.
• Records management principles and standards.

Required Skill In

• Responding to public inquiries and providing customer service to the City's utility customers.
• Neptune 360 software and software reporting.
• Cognos Report Creation a Plus.
• Excel Spreadsheet creation and maintenance.
• Processing work order requests and customer payments.
• Performing accurate data entry and updating/maintaining customer account information.
• Establishing and maintaining cooperative working relationships with other staff, City departments, outside agencies, and utility customers.
• Coordinating and conducting a variety of customer service functions.

Physical Demands / Work Environment

• Subject to sitting for extended periods of time, standing, walking, bending, reaching, and lifting of objects up to 10 pounds.
• Work is performed in a standard office environment.

Job postings may be withdrawn at any time at direction of the City Manager.