Customer Service Representative

Town of Queen Creek•Municipal Services Building, AZ

9d•Onsite

About The Position

Positions assigned to this class are responsible for providing routine, prompt and courteous customer service at the front desk, over the telephone and on-line to internal and external customers. This is an intermediate level administrative classification in the customer service job family. Work is focused on mastering routine knowledge, tasks and assignments and follows standard methods and procedures for completing assignments.

Requirements

High School Diploma or GED and 1 year of related experience; or an equivalent combination of directly related education and experience.
Basic mathematics
Basic accounting/record keeping principles
Standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities
Customer service principles
Following complex oral and written instructions
Using computers and related software applications
Providing customer service
Remaining calm and professional when dealing with frustrated and/or angry members of the public
Maintaining a high level of attention to detail
Maintaining confidentiality of records
Prioritizing work and multi-tasking
Entering data into computerized systems
Maintaining various records and files
Communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and other interested parties sufficient to exchange or convey information and to receive work direction.

Responsibilities

Provides prompt and courteous customer service to Town customers; responds in a timely manner to customer requests for information regarding utility billing, balances, payments, requests for new service and disconnections, various meter type sets/removals, repairs, maintenance, general account questions or issues, and online account assistance.
Explains policies, procedures, codes, and ordinances pertaining to utility customer services and other Town ordinances and processes to a diverse group of people while listening and communicating effectively.
Completes actions such as receiving and applying various payments to accounts, processing account changes, establishing new service and service disconnection, setting and removing residential and commercial meter types, and submitting work order requests for service to field office.
Maintains and balances cash drawer utilizing proper cash handling techniques and prepares daily transaction report.
Utilizes utility/billing systems, billing best practices, business devices, and software to complete daily tasks; proficiently accesses and inputs information on several computer screens.
Updates customer account status; tracks individual accounts balance and activity as needed; creates and sends out final bills to customers upon account closure and calculates customer refunds.
Creates works orders related to transfers/disconnects, installing new meters, account maintenance/repairs, account shut-offs and meter locks/unlocks; calculates hydrant meter fees for installation, repairs, and relocation and creates associated work orders for field staff.
Prepares, edits, and processes customer payments; calculates daily deposit amounts and prepares related reports.
Performs routine office support activities.
Performs related work as assigned.