Account Service Representative

Boston Water and Sewer Commission•Boston, MA

7d•Onsite

About The Position

Position Purpose: Performs general administrative and customer service duties and all other related work in order to fully support the daily operations of the Account Services Department within the Commission; ensures organizational efficiency in the application of prescribed policies, procedures, and methods.

Requirements

High School Diploma or equivalent required.
One to two (1 - 2) years of customer service or similar experience, preferably in the public sector working with local government.
Any equivalent combination of education, training, and experience.
Familiarity with basic office procedures; working knowledge of MS Office applications including Outlook; working knowledge of departmental policies and procedures.
Communicate effectively and tactfully with staff and the public; compose correspondence; prioritize and complete multiple tasks at one time with frequent interruptions; operate a computer with intermediate MS Office skills; manage databases as required by the position; create spreadsheets and maintain records; use telephone system.
Excellent customer service skills; strong organizational skills; skills in all of the above listed tools and equipment.

Responsibilities

Resolves inquiries/disputes from the general public via phone, letter, e-mail and in person, concerning billing, metering, collection and other water/sewer matters.
Analyzes, researches and takes corrective action on accounts utilizing billing and meter records, premise and hearing files, microfiche, CIS system, work order systems and computer applications.
Contacts customers for payment of accounts or arranges for payment on delinquent accounts using the Billing, Termination and Appeal Procedures (“BTA”) and other approved procedures.
Prepares and process forms and correspondence.
Types, files, coordinates, and maintains various manuals and automated filing systems.
Investigates accounts to determine ownership and liability for balances. Researches bills returned as undeliverable via online databases.
Contacts customers with delinquent accounts to secure payment via outgoing manual calls, written correspondence and automated dialer software. Researches bank foreclosed properties using various software and online databases.
Maintains accurate records using both manual and computer entries. Utilizes reports via AMR database to contact customers for MTU repairs and notify customers of unusual consumption patterns.
Processes all meter reading activity reports and billing information using system software.
Coordinates and schedules meter installation, MTU installation, meter tests, investigations, water turn-on and offs, fire pipe inspections, and other appointments with various Commission departments.
Transmits and receives information and instruction via radio and telephone. Opens and closes work orders.
Answers telephone and directs calls using automated switchboard equipment.
Performs similar or related work as required, directed or as situation dictates.