Customer Service Representative - Utility Billing

City of Sunnyvale•Sunnyvale, CA

6d•Onsite

About The Position

The City of Sunnyvale is seeking a dynamic Customer Service Representative for the Department of Finance. This role is part of a small team assisting residents and businesses with water, wastewater, garbage, and recycling services. The selected candidate will be the primary point of contact for customers via phone and in person, handling routine transactions like establishing accounts and placing work orders, as well as complex billing issues requiring investigation and analysis. In addition to call center duties, responsibilities include processing payments, placing work orders, and responding to written inquiries. The ideal candidate will possess excellent customer service and organizational skills, strong attention to detail, and the ability to thrive in a fast-paced call center/account representative environment.

Requirements

High school graduation or tested equivalent
Two years of general clerical experience that includes heavy public contact experience
At least one year of customer service experience in a call center environment
Knowledge of customer service techniques and practices.
Knowledge of standard office procedures, practices, and equipment.
Knowledge of computer equipment and software applications related to assignment.
Knowledge of business mathematics
Skill in operating standard office equipment, including a personal computer and 10-key calculator by touch.
Ability to learn and effectively communicate utility services, rate structures, and specialized utility billing functions for both residential and commercial accounts.
Ability to establish and maintain effective working relationships and demonstrate customer service orientation with peers, departmental representatives, and the public.
Ability to learn and follow City procedures and policies.
Ability to understand and follow written and verbal instructions.
Ability to read, write, spell and speak clearly in English.
Ability to communicate information, policies and procedures clearly, concisely and tactfully, both verbally and in writing.
Ability to maintain accurate records; audit and verify information; compile and reconcile numerical and financial data.
Ability to perform basic mathematical calculations accurately with a 10-key calculator, or calculator by touch.
Ability to use a computer to input and access customer information.
Ability to perform computational tasks and other technical functions with accuracy.
Ability to exercise independent judgment in applying appropriate policies and procedures.
Ability to effectively and simultaneously manage a variety of tasks and assignments; work effectively under the pressure of deadlines.
Ability to type accurately at the rate of 30 net words per minute.
Ability to work in a confined area, wearing a headset which may restrict physical movement about the work area.
Ability to accurately enter information into the computerized utility billing system while simultaneously receiving information by phone or in person.
Ability to work in a highly structured environment where all communications or work may be recorded or documented as public record.

Nice To Haves

Utility billing customer service experience.
Bilingual ability to speak and write in English and Spanish.
Experience working in the public sector.

Responsibilities

Respond to customer inquiries about water, sewer, garbage and recycling services and rates over the phone, in person and in writing.
Investigate and resolve customer problems and complaints concerning water, sewer, garbage and recycling services.
Respond to water and sewer emergency calls and dispatch appropriate technicians to resolve urgent problems.
Explain utility service standards and requirements to residential and commercial customers.
Understand and analyze customer needs and recommend appropriate solutions.
Maintain computerized records of utility customer accounts.
Review and process customer utility payments.
Review and explain utility bills to customers.
Handle collection calls and develop customer payment schedules as necessary.
Process sign-up and cancellation of utility services for residential and commercial customers.
Input and retrieve utility customer account data using computerized billing and maintenance systems.
Make calculations and quote billing rates for utility services.
Prepare billing adjustments to customer utility accounts.
Review, process, and audit utility bills and materials related to utility billing.
Compile data and prepare reports.
Prepare cash receipt vouchers, journal vouchers and documents.
Compose correspondence.
Prepare work orders related to utility services for field personnel.
Perform cashiering functions including processing checks, balancing cash drawer, and verifying daily cash receipts.
Respond to general inquiries about City services unrelated to utilities.
Receive, sort and distribute mail.
Maintain files and records.