Customer Service Representative I/II

Ramona Municipal Water District•Ramona, CA

About The Position

Under supervision, performs a wide variety of routine to complex customer service functions: provides information; looks up account information; posts payments; researches problems; performs collection and credit arrangements, by telephone and in person; and performs related duties as required. The position has an emphasis on either front desk customer service or general billing and incumbents are expected to become fully cross-trained and experienced in both areas. A typical workday may include a combination of duties related to both functions. As the Representative I incumbent gains skills and performs more difficult work through experience and training, and as a desired level of proficiency is reached, advancement to Customer Service Representative II class can be reasonably expected. Most incumbents gain the skill, experience, certification and proficiency for advancement within two years with the District.

Requirements

One to two years of customer service and clerical experience is required.
Possession of a valid California driver's license, Class C, with ability to maintain insurability under the District's insurance carrier.
Knowledge of customer service practices and customer-oriented telephone etiquette.
Knowledge of modern office equipment and procedures.
Knowledge of English usage, spelling, grammar, and punctuation.
Knowledge of general work processing methods.
Knowledge of basic arithmetic.
Knowledge of simple record keeping methods.
Ability to handle tactfully and effectively sensitive customer relations situations and defuse situations that are highly emotional and volatile.
Ability to quickly, efficiently and calmly handle a high volume of customer interactions by telephone and in person.
Ability to learn to maintain and update payment and billing records.
Ability to learn to resolve problems regarding delinquent accounts.
Ability to learn the policies and procedures for billing, collections and credit.
Ability to learn the characteristics of the District's customer base, including typical causes for high consumption.
Ability to learn to interpret, explain and apply complex District rules regarding water and sewer service rates and policies.
Ability to operate a personal computer to use computerized billing and customer information systems software, word processing, spreadsheets, and Acrobat documents.
Ability to learn to use computerized billing and customer information systems and software.
Ability to reach sound decisions in accordance with rules and policies.
Ability to perform routine clerical work.
Ability to operate a keyboard and 10-key with efficiency and accuracy.
Ability to use tact, discretion, patience and understanding in dealing with customers and the public.
Ability to maintain sensitive and confidential information.
Ability to understand and carry out oral and written directions.
Ability to establish and maintain effective relationships with those contacted in the course of work.
Hear normal conversation in person and/or on the telephone, with or without electronic aids; see to read fine print; sit or stand for prolonged periods of time; use hands and fingers repetitively to manipulate small objects and print or write legibly; frequently lift up to 25 pounds; reach with hands and arms; speak in a normal voice to be able to be heard and understood on the telephone and awareness of electrical hazards.

Nice To Haves

Experience in customer service functions in a government or public utility setting is highly desirable.

Responsibilities

Responds to customer requests in person, by telephone, mail, and fax, and initiates the addition or termination of water service accounts; explains billing practices and rates; makes payment arrangements; processes service turn-on and turn-off field work orders; and records information in customer account records.
Obtains and enters required account data into computer terminal, including, names, addresses, account numbers, meter numbers, deposits, meter readings and payments received.
Answers correspondence and conducts research to answer customer inquiries.
Makes courtesy calls to customers on unpaid open accounts and advises of pending disconnections of service.
Establishes deposits from written guidelines for new utility accounts; opens or reopens accounts which have been previously locked due to returned checks or for non-payment.
Prepares annual collection reports of in-house collections and write-offs.
Maintains records for annual collection of qualified accounts on property tax bills.
Prepares and/or processes a variety of documentation such as notifications, liens, bankruptcy and foreclosure notices on uncollectible accounts.
Makes determinations of accounts to be shut-off for nonpayment or undocumented customer service information, and processes shut-off lock list.
Determines whether credit arrangements have been made or other changes in account status have occurred.
Posts deposit information, daily payments, closing accounts and monthly water billing statements.
Makes collection calls and prepares delinquent letters to customers with final billings; notifies owners of their responsibilities regarding tenants' billings.
Accesses computer records for account balances and account numbers on checks; verifies date and signature of checks; returns improperly completed checks; batches and totals payment stubs.
Types, formats, edits, revises and proofreads a variety of documents including reports, emails, Acrobat documents, and spreadsheets.
Maintains customer service records; scans work orders and customer files for permanent storage and shreds hard copies once complete.
Orders and maintains billing stock and related customer service forms and supplies.
Operates calculator, typewriter, letter opener, photocopier, mail inserter machine, scanner and related equipment.
Calls field staff for rereads and contacts customer with information.
Types correspondence, envelopes, lists, authorization cards and related materials.
Performs other related duties as assigned.