Customer Service Representative

City of Goldsboro•Ila, GA

1d•Hybrid

About The Position

Deliver outstanding customer service by promptly and courteously addressing customer inquiries and concerns while ensuring efficient resolution. Proficiently escalate complex issues to the relevant personnel for effective resolution, maintaining professionalism and courtesy throughout all interactions. Applicants are encouraged to attach a resume and cover letter. ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following: Operates in call-center and in-person environments. Assist customers over the phone or in person with requests for utility service connections, disconnections, and transfers. Provide guidance to customers on using the Customer Self-Service Portal and assist with auto-draft maintenance. Address customer inquiries related to utility services, leaks, and billing concerns. Assess the accuracy of meter readings and charges on utility accounts, calculating adjustments and updating records as necessary. Generate work orders for commercial and residential customers for service requests such as connections, disconnections, transfers, and re-reads, including billing applicable fees. Review payment histories and make decisions on contract terms and durations. Prepare Meter Data Management (MDM) system reports for water and electricity usage review for the customer. Maintain knowledge of department policies, billing rate structures, and operational processes to provide accurate guidance and information to customers. Provide customers with information on utility-related events to enhance awareness and understanding. Process utility payments received from customers; reconcile cash drawers; and follows proper internal cash controls Perform any additional duties as assigned.

Requirements

High School graduate, or its equivalent
10-key by touch
Two (2) years of related customer service and cash handling experience required
Proficient in computer skills
Valid Class "C" Texas driver’s license required
Out-of-state license holders must have a valid license and provide a three-year driving history
Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, and use of foot controls.
Proof of education, certification(s) and experience as listed on the employment application based on the job posting requirements.
Satisfactory results from a pre-employment drug screening, criminal history background and driving record check.
Legal authorization to work in the United States without sponsorship.

Nice To Haves

Bilingual language skills.
Knowledge of Call center environments.
Knowledge of Effective customer relations practices.
Knowledge of Credit collection practices.
Knowledge of Basic accounting and billing procedures.
Knowledge of Federal, State and Local laws.
Knowledge of City practice, policy and procedures.
Skill in Performing data entry; operate a 10-key calculator.
Skill in Using computers and related software.
Skill in Executing oral and written instructions and reports.
Skill in Communicating effectively, both orally and in writing.
Skill in Establishing and maintaining effective working relationships.
Skill in Working with utility rates and procedures.
Skill in Interpreting utility bills for customers and making decisions as to their validity.
Skill in Analyzing data and problem-solving.
Skill in Interpreting meter readings for customers.
Skill in Adding and balancing payments; figures utility bills, provides analytic review of trend analysis.

Responsibilities

Assist customers over the phone or in person with requests for utility service connections, disconnections, and transfers.
Provide guidance to customers on using the Customer Self-Service Portal and assist with auto-draft maintenance.
Address customer inquiries related to utility services, leaks, and billing concerns.
Assess the accuracy of meter readings and charges on utility accounts, calculating adjustments and updating records as necessary.
Generate work orders for commercial and residential customers for service requests such as connections, disconnections, transfers, and re-reads, including billing applicable fees.
Review payment histories and make decisions on contract terms and durations.
Prepare Meter Data Management (MDM) system reports for water and electricity usage review for the customer.
Maintain knowledge of department policies, billing rate structures, and operational processes to provide accurate guidance and information to customers.
Provide customers with information on utility-related events to enhance awareness and understanding.
Process utility payments received from customers; reconcile cash drawers; and follows proper internal cash controls
Perform any additional duties as assigned.