JOB SUMMARY
Performs administrative support work servicing utility customer accounts and providing information and answering questions regarding utilities services and billing issues.
ESSENTIAL JOB FUNCTIONS
- Receives cash, credit card, and check payments; makes change and provides payment receipts; maintains cash drawer; and balances drawer at established times.
- Counts and verifies point of sale: processes customer payments; prepares receivables for bank deposit; ensures delivery to bank by courier; and completes financial reports.
- Posts or transmits payments to accounts using online computers and/or automated payment processing equipment; processes receivables documentation conducted through lock box; and verifies completeness and accuracy of information entered.
- Establishes new, or reopens closed accounts in computer information system; collects deposits; and prepares service orders to initiate or reconnect service and other utility activities.
- Initiates service orders in response to customer requests or complaints including billing changes, service connection and disconnection, high water use, water quality, pressure, taste, and odor, and sewage alarms.
- Receives and responds to customer telephone, personal, or written requests for account histories, duplicate bills, account name and address changes; explains utility service policies and procedures, rates, rate changes, deposit requirements, billing and payment methods, hydrant services, water restrictions and conservation, system interruptions, and utility and customer obligations.
- Corrects billing inadequacies; recommends adjustments according to policies and procedures; makes payment arrangements; and issues orders to disconnect services for non-payment.
- Investigates and researches customer problems and attempts resolution using available in-house expertise and established policies.
- Provides exceptional customer assistance, problem-solving, and/or complaint resolution by all forms of communication.
QUALIFICATIONS
Education and Experience:
An equivalent combination of relevant training, education and experience:
- High school diploma or equivalent.
- Two (2) years of experience in customer service.
Licenses and/or Certificates: N/A
Knowledge, Skills and Abilities:
- Knowledge of departmental policies, plans, and procedures.
- Knowledge of modern office practices, plans, and procedures.
- Knowledge of Microsoft Word, Excel, PowerPoint, and other job-related computer programs and software applications.
- Knowledge of modern business practices, procedures, and customer communications.
- Skill in effective communication, both orally and in writing.
- Skill in prioritizing and organizing work.
- Skill in the use of office equipment such as a computer, multi-line telephone system, scanner, fax machine, and copier.
- Ability to remain calm when handling emergency situations.
- Ability to exercise judgment and discretion in applying and interpreting department rules, regulations, policies, and procedures.
- Ability to prepare effective correspondence on routine matters and to perform routine office management details without referral to supervisor.
- Ability to perform basic mathematical calculations.
- Ability to make recommendations and to use resourcefulness and tact in solving new problems.
- Ability to follow technical and complex written and oral instructions.
- Ability to ascertain priorities and meet deadlines and objectives.
- Ability to maintain accurate records and reports.
- Ability to provide internal/external guidance and customer assistance via all forms of communication.
- Ability to use computers for data entry, word processing, and/or accounting purposes.
- Ability to author reports, business correspondence, and procedure manuals.
- Ability to establish and maintain effective working relationships with managers, service providers, other employees, and the general public.
PHYSICAL DEMANDS
Walking, sitting, hearing, seeing up close, talking, standing, finger movement, repetitive motions.
WORK ENVIRONMENT
Work is primarily performed in an indoor, climate-controlled environment and is nearly absent from disagreeable elements (e.g., irate customers, extreme noise, heat, odors, heights and/or dust).
RISK/SAFETY CONDITIONS
There is little or no risk related to physical and/or mental health and safety associated with this position.
Charlotte County is an Affirmative Action/ADA/Veterans’ Preference and Equal Opportunity Employer. Women, minorities, and persons with disabilities are encouraged to apply.
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