Customer Service Representative

City of Janesville Wisconsin•Janesville, WI

4d•Onsite

About The Position

Under the general supervision of the Water Utility Superintendent, this position performs a variety of customer service and clerical duties necessary for the efficient operation of the Customer Service work group of the Water Utility. The Customer Service Representative provides Water division customers with accurate information and resources and will assist with Water division work scheduling and data entry.

Requirements

High School diploma or equivalent.
A minimum of two (2) years of experience in office support, administrative support, or professional clerical experience with customer service is required.
Access to personal or public transportation for job-related duties.
General knowledge of office support procedures, practices, and equipment.
General knowledge of the City of Janesville geography and location of the City utilities.
General knowledge of records management, report preparation, and filing methods.
General knowledge of departmental policies, procedures, rules, and regulations.
Accurate record-keeping and data-reporting skills to prepare and present standard reports.
Organizational and time management skills to prioritize duties and accomplish a high volume of work product while adapting to constant changes in priority.
Exceptional communication skills, both verbally and in writing, paired with a strong customer service background, and effective interpersonal skills.
Collaboration skills to effectively work with others to achieve common goals through communication, teamwork, and problem-solving.
Skill in learning and adapting to new software (Govern, Fleet, Laserfiche, New World, Ukg) and office procedures.
Ability to compose routine correspondence and routine reports in a clear, concise, logical, and effective manner, utilizing proper grammar, spelling, punctuation, sentence structure, and tone.
Ability to communicate effectively, both in verbal and written form, and to follow verbal and written instructions with minimum supervision.
Ability to address customer questions or concerns in a helpful, courteous, and timely manner.
Ability to comprehend and interpret state statutes, city ordinances, and department policies and procedures.
Ability to perform basic mathematical calculations, including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and compute percentages.
Ability to maintain files in a filing system, compile, assemble, and distribute information per set procedures.
Ability to efficiently and effectively schedule and organize workload, maintain records, prepare reports, prioritize, and handle multiple tasks at the same time in a diversified and fast-paced office environment.
Ability to learn and apply new technology in order to effectively perform the functions of required tasks as needed.
Ability to comply with all safety policies, practices, and procedures, and report all unsafe activities or conditions to supervisor.
Establish and maintain effective working relationships with Department, Division, and Office Heads, City employees, vendors, suppliers, contractors, developers, third-party administrators, community groups, business community,other governmental agencies. and the general public
Exhibit exceptional professionalism, tact, and decorum in all areas of work duties.
Strong ethics base built upon integrity, honesty, initiative, and respect; maintain strict confidentiality.
Interact positively with a diverse group of individuals and work effectively both as part of a team and independently.
Embrace and actively promote an inclusive and equitable work environment.
Conduct all business and working relationships in an accurate, fair, equitable and highly ethical manner.
Work with the public in a fair and consistent manner, maintaining objectivity and excluding personal bias while performing job duties
Reliable, timely, and proactive in the completion of duties, meeting deadlines and responding to inquiries.
Work with others in a positive and supportive manner to solve problems, generate ideas, and accomplish division and City goals.

Nice To Haves

A combination of equivalent experience and/or education as determined by the Human Resources Office may be considered in lieu of minimum requirements.

Responsibilities

Promotes good customer service by effectively communicating with customers; greets internal and external customers in person and by telephone; refers customers to the appropriate person or department; provides basic Division information, flyers, and brochures to visitors; handles inquiries and requests in a timely manner.
Contact customers for service appointments by telephone or mail.
Prepares daily work schedule and service orders for customer appointments.
Responds to citizen water meter or usage inquiries, issues, and other basic operational matters or refers the issues to the proper personnel for response.
Updates meter maintenance information and change customer account information as needed.
Responds to water and sewer emergencies by referring to the appropriate work crew.
Maintains job order follow-up and correspondence.
Records and files completed job orders
Tracks and records Utility fee for Diggers Hotline Services.
Manages Fire Hydrant meter program.
Provides coverage for Administrative Assistant as needed.
Performs related office duties, including photocopying and filing material, sorting materials, preparing mailings, scheduling meetings, ordering, receiving, and disbursing general office supplies and materials.
Follows all safety regulations, policies, and procedures; reports all unsafe conditions and acts to supervisor; reports all accidents to the supervisor immediately whenever possible; follows recognized safe work practices.
Performs other special projects and other job duties as assigned or required during regular and non-business hours.
All employees may be assigned by the City Manager or their designee to perform duties and assume responsibilities that are outside the scope of their work duties when the City Manager has declared a City disaster or the City Emergency Operations Center has been initiated.