Utilities Customer Service Representative I

Description

This is the first of four levels in the Utilities Customer Service series. This is an entry level position where incumbents provide customer service regarding gas, water, and/or sewer accounts and enter, retrieve and maintain related data. Responsibilities may include responding to questions; providing information on multiple available services and related fees; retrieving data from electronic and physical records; establishing and closing customer accounts; entering transactions; collecting a variety of fees; processing service changes and related transactions; balancing cash receipts; preparing, dispatching and scheduling service orders; and completing related clerical tasks.

Example of Duties

TYPICAL CLASS ESSENTIAL DUTIES:(These duties are a representative sample; position assignments may vary.)

• Prepares a variety of routine logs and reports.
• Processes and records a variety of basic accounting transactions based within CGW billing rates and software, which includes establishing and closing customer accounts, entering transactions, processing transactions, balancing cash receipts, and preparing related records.
• Provides accurate, detailed and timely responses to inquiries from the general public, to include gas, water and/or sewer customers, with a variety of information, which includes responding to questions regarding new customer connects or disconnects, providing information on multiple services, billing, and related fees, and collecting fees, while developing and sustaining customer relationships by maintaining a friendly, professional and courteous demeanor to provide proactive customer service at all times.
• Performs basic office duties, such as copying, filing, faxing, typing standard documents, preparing, sorting, and distributing mail and entering data.
• Performs other duties of a similar nature or level.
• Processes service changes and schedules and dispatches service orders.

Typical Qualifications

High School Diploma or equivalent (G.E.D.) and three years of clerical, accounting, bank teller, customer service or similar experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Supplemental Information

• None.

• Customer service principles and practices;
• Basic accounting principles;
• Recordkeeping principles;
• Modern office equipment;
• Computers and related software applications.

• Providing high level of customer service through verbal and written communication;
• Using a computer and related software applications;
• Preparing basic records and reports;
• Performing basic accounting transactions;
• Preparing routine reports;
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.
• Operating modern office equipment;

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.