Hiring Range: $39,328 - $46,211
Under close supervision, provides professional customer service to Town of Fairview residents, processes incoming utility billing payments, maintains utility accounts, posts past due penalties, processes new service orders. Completes research on challenged utility accounts and provides resolution for customers, within Town of Fairview policy; receives and processes commercial and residential deposits for all Town related permits; performs other related duties.
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 accommodation 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:
- Provides professional customer service to Town of Fairview consumers; responds professionally to customers' questions, problems, and complaints.
- Completes applications for service, creates new accounts, orders utility service required, ensures letter of credit and deposits are received, and generates turn-on requests.
- Receives and processes utility payments in person, via phone, bank draft and website from customers; receives and records sums of money and gives change.
- Reviews meter reading registers, orders service checks as indicated, processes late fee posting; posts adjustments to customer accounts or refers them to supervisory personnel as required by established policy. Reviews billing, meter reading reports and completion of work orders after service is completed, enters new meter into billing system and completion of meter exchange work orders.
- Receives and processes commercial and residential deposits for all Town related permits, utility service, water payments, impact fees and other miscellaneous fees and charges as needed.
- Compiles, computes, and generates data for routine business reports as instructed; performs general clerical duties including, but not limited to typing, filing, 10-key, data entry, money collection, and record-keeping; opens and distributes mail and delivers documents, correspondence, and other materials.
- Backs up other workers to ensure continuity of operations during breaks or absences.
- Stays abreast of new trends and innovations in the field of Customer Service.
- Adheres to departmental, personnel, and safety policies and procedures.
- Maintains absolute confidentiality of work-related issues and Town of Fairview information; performs other duties and responsibilities as assigned.
Education, Training and Experience Guidelines:
High School Diploma or GED equivalent; AND two (2) years customer service experience required, or an equivalent combination of training and experience. Bilingual skills preferred.
License and Certification Requirements:
Possession of a valid Texas Department of Public Safety Driver's License may be required.
Required Knowledge of:- Town organization, operations, policies and procedures.
- Principles and practices of professional customer service.
- Federal and State regulations governing public utility billing and collection.
- Methods, procedures, and standards for maintaining consumer account records.
- General office practices and equipment.
Required Skill in:
- Proficiency of computer operations including Microsoft Word and Excel, data entry and ability to prepare graphs, charts and spreadsheets for reports.
- Basic accounting skills in performing computations such as addition, subtraction, multiplication, and division correctly; and ability to balance cash drawers, prepare bank deposits and responsibility for the security of Town funds and the processing and coordination of utility billing, payments, and work orders.
- Ability to check information for accuracy, completeness, and adherence to requirements.
- Ensure compliance with regulations governing public utility operations.
- Display understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others; interacting with people of different social, economic, and ethnic backgrounds.
- Effective verbal and written communication skills with clients and customers to satisfy their expectations, establishing and maintaining effective working relationships with co-workers, customers, and the public.
Applicants may be required to complete and pass a job-related skills test as part of the application and interview process. PHYSICAL DEMANDS AND WORKING ENVIRONMENT:
Work is performed indoors in an office setting. Work is sedentary requiring the ability to remain in a stationary position most of the time. An ability to operate a computer and other office productivity machinery is required. Repetitive finger movement, repetitive twisting or pressure involving wrists or hands is required. Frequently communicates with residents or coworkers and must be able to exchange accurate information in these situations. Occasionally moves about inside the office to access file cabinets, office machinery, etc.
