(1) Customer Service Rep I

City Of Bentonville • Bentonville, AR

113d

About The Position

The position involves performing utility account maintenance and research for electric, water, sewer, and refuse services. The individual will process various types of payments for utility services and general government, while also communicating with the public. The role requires participation in customer service for approximately 30,000 utility customers, handling around 59,000 phone calls annually, and processing approximately $129,000,000 in utility and general City payments each year. Essential duties include accepting and balancing payments, entering information in billing software, answering inquiries, operating imaging software, researching customer complaints, setting up utility services, and maintaining various files.

Requirements

• High school diploma or general education degree (GED) or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.
• Ability to calculate figures and amounts such as discounts and percentages.
• Ability to apply common sense understanding to carry out instructions.
• Demonstrated skills in Microsoft Word, Excel, Outlook or similar software.
• Must be able to be bonded in the State of Arkansas.

Nice To Haves

• Bilingual preferred.

Responsibilities

• Participates in customer service for approximately 30,000 utility customers.
• Answers approximately 59,000 phone calls a year.
• Processes approximately $129,000,000 in utility and general City payments each year.
• Accepts, enters, and balances payments and deposits.
• Enters information in billing software.
• Answers phone, email, and in-person inquiries about utility accounts and general City information.
• Operates and uses imaging software for archiving and research.
• Researches customer complaints and communicates results to the customer.
• Researches customer payments and determines if a payment has been misapplied.
• Sets up, transfers, and terminates utility services.
• Notates accounts with pertinent information.
• Reviews accounts for extensions upon customer request and grants or denies extensions based on City policy.
• Prepares adjustments to utility accounts.
• Communicates by radio, in person, by phone, and email with staff and customers.
• Operates office machines.
• Maintains various files.
• Prepares various forms.
• Processes returned mail.

What This Job Offers

• Education Level: High school or GED