Customer Service Representative III
About The Position
Under direction, to serve as a lead Customer Service Representative for the Customer Service & Marketing Division of Burbank Water and Power; to perform a variety of complex customer service duties; and perform related work as required. Essential Functions Serves as a lead to other Customer Service Representatives in a customer care section including: billing, call center, cashiering, credit, collection, marketing, and field services; manages customer interactions in person, via e-mail, fax, and telephone; resolves complicated and escalated customer inquiries; addresses customer concerns regarding their municipal services account, billing, programs, and City services; calculates and processes adjustments and corrections to customer accounts; understands system dependencies and relationships to determine cause and effect of issues; accesses various databases and software applications to resolve customer service, billing, and payment issues; accepts bill payments and issues receipts; makes appropriate payment extensions; accepts and prepares applications for utility services; handles cash, balances a cash drawer, and prepares deposit slips of cash and checks; coordinates with other departments for delivery of service; responsible for complex and confidential clerical functions requiring discretion and specialized knowledge; recommends procedural changes for operational improvements; reviews and edits outgoing materials for clarity, correct spelling, punctuation and grammar, proper form, and completeness; explains billing rates and difficult procedures; interprets internal regulations; promotes City programs and services; may supervise, train, and evaluate employees; performs functions of Customer Service Representative I and II.
Requirements
- Knowledge of cash accounting procedures
- Knowledge of principles of billing, credit, and collection
- Knowledge of basic principles of customer service and utility services
- Knowledge of basic research methods and analytical techniques
- Knowledge of basic arithmetic
- Knowledge of methods of receiving and accounting for payments
- Knowledge of good customer relations practices
- Knowledge of proper English usage, spelling, grammar, and punctuation in order to effectively perform the essential functions of this classification
- Skill in planning and organizing
- Skill in accuracy and integrity in handling cash
- Skill in handling conflict effectively
- Skill in assisting customers with tact and empathy
- Skill in prioritizing multiple tasks
- Skill in utilizing computers and related software
- Ability to lead and train others
- Ability to work with frequent interruptions
- Ability to organize and maintain record keeping systems
- Ability to understand, interpret and explain a wide variety of oral and written technical procedures and policies
- Ability to perform assigned office tasks
- Ability to read and record figures accurately
- Ability to make calculations rapidly and accurately
- Ability to understand and explain utility rates
- Ability to understand and carry out oral and written directions
- Ability to conduct basic research and data analysis
- Ability to perform basic mathematical computations
- Ability to maintain confidentiality
- Ability to communicate effectively, both orally and in writing
- Ability to keep financial and statistical records
- Ability to count cash rapidly and accurately
- Ability to establish and effective working relationships
- High school graduation or equivalent
- Three years of recent experience in customer contact work
- One year of recent experience in operational technology, a call center, cashiering, or financial clerical work
- Type accurately from clear copy at a speed of 40 net words per minute
Responsibilities
- Serves as a lead to other Customer Service Representatives in a customer care section including: billing, call center, cashiering, credit, collection, marketing, and field services
- Manages customer interactions in person, via e-mail, fax, and telephone
- Resolves complicated and escalated customer inquiries
- Addresses customer concerns regarding their municipal services account, billing, programs, and City services
- Calculates and processes adjustments and corrections to customer accounts
- Understands system dependencies and relationships to determine cause and effect of issues
- Accesses various databases and software applications to resolve customer service, billing, and payment issues
- Accepts bill payments and issues receipts
- Makes appropriate payment extensions
- Accepts and prepares applications for utility services
- Handles cash, balances a cash drawer, and prepares deposit slips of cash and checks
- Coordinates with other departments for delivery of service
- Responsible for complex and confidential clerical functions requiring discretion and specialized knowledge
- Recommends procedural changes for operational improvements
- Reviews and edits outgoing materials for clarity, correct spelling, punctuation and grammar, proper form, and completeness
- Explains billing rates and difficult procedures
- Interprets internal regulations
- Promotes City programs and services
- May supervise, train, and evaluate employees
- Performs functions of Customer Service Representative I and II
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
