Job Details

Call Center Customer Service Representative

Department: Utility Billing

FLSA: Non-Exempt

Hourly Salary: $14.22

Position Overview

The Call Center Customer Service Representative responds to citizens' general inquiries, questions, and customer complaints by attempting to resolve the problem according to guidelines established by the department. The CSR projects a professional company image through phone and face to face interaction. The representative in this position will perform a variety of data-entry tasks, along with working in computer programs that deal with Utility Billing functions.

Essential Job Functions

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

Answers a multi-line telephone system and assists customers with their inquiries or questions and directs those calls to appropriate staff without any delay when necessary.

Uses various computer applications to prepare documents, data entry, and email.

Communicates effectively, both orally and in writing with customers, co-workers and others. Provides feedback, research and solutions to customers.

Records the details of every action taken; as well as complaints, comments, and inquiries from customers, and maintains confidentiality of information.

Completes work and projects, as assigned by the supervisor, in a thorough and timely manner with strong accuracy and attention to detail.

Maintains customer file maintenance; updates mailing addresses, phone numbers, and email addresses within the Utility Billing systems.

Acts as a liaison for many departments, which includes, Waste Pro/Public Works, Water Billing, Code Enforcement/Urban Development and Leisure Services, allowing the team to enter service request(s) on behalf of that department.

Provides excellent, consistent customer service; keeping customer satisfaction at the core of every decision and behavior.

Interacts with customers through various ways: face to face, by phone, e-mail, responding to account and billing inquiries, responding to adjustments, requests for service and other issues related to water utility service.

Provides customers with specific information regarding all city services.

Performs service request(s), outside of utility billing which includes, customer verifications, processes and manages service requests and inquiries, including those not immediately resolved.

Completes after-hour call reports/logs and researches specific issues.

Scans and attaches documents into Tyler Content Management by account/customer number.

Enters service orders for reconnects and remove special condition codes for accounts locked off for nonpayment, once payment has posted.

Cancel/completes work orders and communicate with necessary parties to complete transactions.

Accepts and process E-billing forms and update the system.

Accepts forms for debit authorization/cancellation and route to supervisor.

Assists customers requesting leak, pool and adjustments. Ensures forms are filled out completely, attach receipts, print consumption report, add special condition code to account, and file accordingly per cycle.

Coordinates with customers regarding adjustments denied or made to account, document the account, and remove special condition code if applicable to callers.

Knowledge, Skills and Abilities

Must posses required knowledge, skills, abilities and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Strong communication skills along with active listening and the ability to clarify and answer questions efficiently.

Must possess de-escalation skills

Knowledge/ability to operate a multi-line telephone system and call center operations.

Must possess impressive telephone etiquette.

Ability to deliver excellent customer service, externally and internally through all forms of communication.

Ability to operate multiple computer systems and phone inquiries simultaneously.

Ability to maintain harmonious and effective working relationships with internal and external employees or vendors.

Must demonstrate a typing skill of 30 wpm.

Strong organizational skills.

Education and Experience

High school graduate. One (1) year general clerical experience and (3) three years of customer service experience directly related to answering phones, customer inquiries, answering questions and providing solutions to customers.

Required Licenses or Certificates

Must possess a valid driver's license.

Physical Demands and Working Conditions

Physical requirements include occasional lifting/carrying of 10+ pounds; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting and kneeling to perform the essential functions. Working conditions are indoors.