Customer Service Representative
Primary Reason Classification Exists
Performs a variety of intermediate skilled clerical and public contact work establishing and
maintaining customer utility accounts.
Distinguishing Features of the Class
An employee in this class is primarily responsible for assisting customers using established
guidelines and procedures. Work
also involves posting new and maintaining existing customer
account data and verification of accuracy in posted items.
Work involves coordination with other
departments within the City and public contact functions which requires considerable tack and
courtesy. Employee also performs occasional general office work such as filing, operating copying
machines and computer terminals, and answering the
telephone. Work is performed according to
standard procedures, but the employee is expected to use some initiative and independent judgment
in accomplishing assigned
objectives. Work is performed under limited supervision of the Revenue
Supervisor and is evaluated through observation and review of work completed.
Illustrative Examples of Work
x Establishes new customer accounts, transfers customer service.
x Receives telephone calls, walk-in and online requests from customers. Assists customers
with account maintenance, billing/payment
questions, and complaints.
x Receives and processes returned mail.
x Verifies accuracy and completeness of customer account and database.
x Utilizes computerized data entry program to enter, update, store and/or retrieve information
as requested or otherwise necessary. Establishes and maintains a variety of electronic and
tangible files, filing and retrieving information as requested or otherwise necessary.
May
assist other departments asnecessary.
x Process the posting of various customer requests or work orders into the accounting
software.
x Handles a high volume of customer calls regarding all aspects of utility accounts.
x Processes collection of past due accounts.
x Establishment of customer payment plans using sound judgement and review of customer’s
payment history.
x Verification of all required documents to establish new service or transfer existing service.
x Research and problem solves issues with customer’s account with minimal supervision.
x Coordinates customer account processes with other departments and outside organizations
in a team environment.
x Performs related duties as required.
Knowledge, Skills and Abilities
x Working knowledge of office accounting methods and procedures.
x Some knowledge of modern office practices and of forms and machines used in
the
preparation of office records.
x Ability to use common office machines, including popular computer-driven word
processing, database, spreadsheet and file maintenance programs.
x Ability to exercise attention to detail in performing assigned tasks. Ability to
maintain effective files, records and reports.
x Ability to compute figures rapidly and accurately
