Customer Service Associate

City of Farmington•Farmington, NM

11d•$17•Onsite

About The Position

Responsible for providing total customer satisfaction. Employee works under the general supervision of the Customer Care Specialists, Operations Coordinator, and the Customer Care Manager. Responsible for obtaining and providing information from walk-in and telephone customers as to service and billing needs, inquiries, and problem solving. Responsible for entering customer information into the computer system to generate service orders for utility connects, disconnects and transfers of service, etc. Confidentiality of sensitive information is imperative in this position. Responsible for filing and general clerical work as needed, such as composing and typing correspondence to customers. Performs routine cashiering work. Receives and records monies from walk-in and drive-up window customers, including utility payments, city assistance payments and utility deposits. Runs payments for the Finance batch which includes but is not limited to deposits from other Departments, court fines, Animal Shelter and Civic Center fees, license/permit fees, rent royalties and all other fees. Processes daily wire transfer and ACH detail into a payment batch. Processes all LIHEAP and ECHO assistance payments into a payment batch. Processes night drop and mail payments to customer accounts. Pursues collection of delinquent utility accounts, processes disconnect/re-connect orders, establishes and monitors payment schedules, requests re-reads on active or disconnected accounts and completes process to final utility services, customer follow-up/account research when appropriate. Sets up payment plans and calculates water leak credits for customer accounts. Authorizes field personnel to accept partial payments, or make payment arrangements on accounts. Determines whether customer may pay by check. Balances daily receipts with computer generated print out, totals cash receipts using an Excel spreadsheet, and prepares daily receipts for Accounting. Must adhere to the City of Farmington's Cash Handling Policy. Comprehensive knowledge of City utility systems, rules, regulations, city codes, the delinquent process and the utility billing process. Acts as a back-up receptionist performing associated duties as assigned, i.e., greeting walk-in customers, answering incoming telephone calls, processes return mail, etc. Using excellent customer service skills, establishes and maintains effective working relationships with other employees, officials, and all members of the general public. Sells trash bags to customers. Attendance at work is an essential function of this position. NON-ESSENTIAL DUTIES Refers customers for financial assistance if a need is determined. Counsels customers regarding high bills and instructs in conservation methods. Works with customers for problem resolution, i.e. high bills, payment arrangements/collections. Suggests strategies for improving customer service. May act as an interpreter, as necessary. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Requirements

This position is subject to the City's Drug and Alcohol Free Workplace Program. This includes: pre-employment testing, post-accident testing, reasonable suspicion testing, return-to-duty testing, and follow-up testing.
Extensive background checks required.
Must have a high school diploma or equivalent; previous customer service, cash handling and collection experience preferred, but not required; clerical background sufficient to perform the duties as outlined.
Must successfully pass a criminal background investigation due to frequency of access to cash receipts.
Ability to calculate rates, charges/refunds for misreads, tampering adjustments, etc.
Ability to communicate in an efficient and calm manner with irate or distraught customers.
Ability to deal with stress.
Must be able to focus on one customer issue at a time.
Multi-tasking is sometimes needed, although it is imperative to give current customer your undivided attention.
Ability to understand and communicate complex rate schedules.
Ability to perform arithmetic computations accurately and quickly; ability to communicate effectively verbally and in writing; ability to establish successful working relationships; ability to work under pressure and/or frequent interruptions.
Ability to establish and maintain cooperative working relationships with co-workers, supervisors, other City personnel and the public.
Ability to operate tools and equipment listed.

Nice To Haves

previous customer service, cash handling and collection experience preferred, but not required

Responsibilities

Providing total customer satisfaction.
Obtaining and providing information from walk-in and telephone customers as to service and billing needs, inquiries, and problem solving.
Entering customer information into the computer system to generate service orders for utility connects, disconnects and transfers of service, etc.
Filing and general clerical work as needed, such as composing and typing correspondence to customers.
Performing routine cashiering work.
Receiving and recording monies from walk-in and drive-up window customers, including utility payments, city assistance payments and utility deposits.
Running payments for the Finance batch which includes but is not limited to deposits from other Departments, court fines, Animal Shelter and Civic Center fees, license/permit fees, rent royalties and all other fees.
Processing daily wire transfer and ACH detail into a payment batch.
Processing all LIHEAP and ECHO assistance payments into a payment batch.
Processing night drop and mail payments to customer accounts.
Pursuing collection of delinquent utility accounts, processes disconnect/re-connect orders, establishes and monitors payment schedules, requests re-reads on active or disconnected accounts and completes process to final utility services, customer follow-up/account research when appropriate.
Setting up payment plans and calculates water leak credits for customer accounts.
Authorizing field personnel to accept partial payments, or make payment arrangements on accounts.
Determining whether customer may pay by check.
Balancing daily receipts with computer generated print out, totals cash receipts using an Excel spreadsheet, and prepares daily receipts for Accounting.
Adhering to the City of Farmington's Cash Handling Policy.
Comprehensive knowledge of City utility systems, rules, regulations, city codes, the delinquent process and the utility billing process.
Acting as a back-up receptionist performing associated duties as assigned, i.e., greeting walk-in customers, answering incoming telephone calls, processes return mail, etc.
Using excellent customer service skills, establishes and maintains effective working relationships with other employees, officials, and all members of the general public.
Selling trash bags to customers.
Attendance at work is an essential function of this position.
Referring customers for financial assistance if a need is determined.
Counseling customers regarding high bills and instructs in conservation methods.
Working with customers for problem resolution, i.e. high bills, payment arrangements/collections.
Suggesting strategies for improving customer service.
May act as an interpreter, as necessary.