(1) Customer Service Rep I
About The Position
Performs utility account (electric, water, sewer and refuse) maintenance and research; processes all types of payments for utility service and general government; communicates with the public. This role participates in providing customer service to approximately 30,000 combined utility customers, answering approximately 59,000 phone calls a year and processing approximately $129,000,000 in utility and general City payments each year. Responsibilities include accepting, entering, and balancing payments, entering information in billing software, and handling inquiries via phone, email, and in-person. The position also involves operating imaging software, researching customer complaints and payments, setting up/transferring/terminating utility services, notating accounts, reviewing accounts for extensions, preparing adjustments, and communicating with staff and customers via various methods. The role also requires operating office machines, working safely, maintaining files, preparing forms, and processing returned mail.
Requirements
- High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic algebra and geometry.
- Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Must have demonstrated skills in Microsoft Word, Excel, Outlook or other similar software and have the ability to learn and operate in a variety of software programs.
- Must be able to be bonded in the State of Arkansas.
Responsibilities
- Accepts, enters and balances payments and deposits monies.
- 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 comments, then communicates results to the customer.
- Researches customer payments and determines if a payment has been misapplied.
- Set-up, transfer and terminate utility services.
- Notate accounts with pertinent information.
- Review accounts to ensure qualified for extensions upon customer request and grant or deny extensions based on City policy.
- Prepare adjustments to utility accounts.
- Communicate by radio, in person, by phone and email with staff and customers.
- Operates office machines.
- Works in a safe manner.
- Maintains various files.
- Prepare various forms.
- Process returned mail.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
