Customer Service Representative
: Job Details :

>> Customer Service Representative Customer Service Representative Summary Title:Customer Service RepresentativeID:2022-3Location:Bowling Green, KentuckyDepartment:Client Services Description CUSTOMER SERVICE REPRESENTATIVE

BOWLING GREEN OFFICE OBJECTIVES:

A. To provide efficient service to customers and applicants for water and sewer service, promptly process applications for water and sewer service, perform efficient clerical work, and assist in other administrative duties.

B. To receive payments for water and sewer accounts and to provide an efficient and accurate accounting for collections.

C. To resolve customers complaints and answer inquiries concerning water and sewer billings, payments, and other customer service.

D. To promote and develop with the general public an understanding and acceptance of policies through courteous and efficient personal contact.

REPORTING RELATIONSHIPS:

Reports to: Customer Service Coordinator

ESSENTIAL FUNCTIONS:

Prepares to meet customers by 7:30 a.m. In preparation, counts working funds in cash drawer and completes opening section of Cash Drawer Count Sheet.

Answers telephone, serves as radio operator, and handles personal communications with customers and employees.

Explains installation procedures to new applicants, interprets policies, reads maps, initiates applications, completes necessary forms, and assigns control numbers for new service and billing.

Processes water and sewer payments along with other accounts receivables received in the night depository, in the mail, or in person.

Monitors collections for accounts that the Collector is working. Notifies collector immediately when accounts are paid. Assists collector in preparing accounts for collection, reviews the accounts to assure amounts past due are still outstanding, keys notes on each account and accepts money from the collector and prepares it for deposit at the bank. Aids in the preparation and processing of bad debts collection letters.

Reconciles record of each days receipts with funds collected in accordance with established procedures.

Shreds and stores documents and follows the guidelines in the Identity Theft Program & Records Retention policies.

Answers billing complaints in person, in writing, and on the telephone doing necessary research and correcting water and sewer bills as necessary.

Processes requests for water and sewer connects and disconnects, completes all necessary forms, collects appropriate fees, and enters data into the computer system.

Duties and work schedule may vary to include all facets of the water and sewer operations. Periodically works in Butler and Simpson County Office.

Maintains Meter Data Files and inputs test data.

Keeps familiar with Environmental Protection Agency Right-to-Know regulations as they pertain to chemical substances, etc., found or used in the work area.

Works according to safety rules and policies adopted, is responsible for own safety, and reports all accidents to supervisor.

Complies with traffic laws, regulations, and safe practices while operating any company vehicle.

Keeps General Manager advised of any informalities internal or external along with any overall personnel and customer problems or other needs within the organization.

Such other duties as may be assigned.

JOB SPECIFICATIONS

POSITION: Customer Service Representative

EDUCATION:

High school graduate or equivalent. Additional education and training in office technology desirable.

EXPERIENCE:

Five years experience in clerical and office work, including handling of monies, and meeting and dealing with people.

KNOWLEDGE:

Must have operational knowledge of Windows, IOS, and Android based operating systems and must have an understanding of Microsoft Outlook, Word, and Excel. Should be willing to attend educational training relating to areas of work.

ABILITIES AND SKILLS:

Should have a friendly and pleasant demeanor in dealing with people while performing detailed work under pressure. Must be able to organize work and be tolerant of interruptions from phone and walk-in customers. Ability to use various computing devices including Windows, IOS, and Android devices. Ability to use GIS maps and applications to efficiently perform job functions. Ability to use Microsoft Office suite (Word, Excel, and Outlook). Must be willing to obtain First Aid and CPR and standard certification.

WORKING CONDITIONS:

Some overtime required daily at closing time and during emergency operating conditions. Duties involve moderate to heavy workload.

OTHER:

Must have a valid drivers license.