The Water Utility is looking for their next Customer Service Representative 1. The successful candidate will be expected to provide a high level of customer service in regards to customer's municipal services account(s) that includes charges for water, sanitary sewer, storm water, urban forestry and landfill remediation. This work will require learning multiple systems including the Utility's billing system, Advanced Metering Infrastructure (AMI), Meter Data Manager (MDM), Fixed Network Administration (NAA), MV-RS and Field Deployment Manager (FDM) software programs; KUBRA and Tyler Cashiering payment avenues; and customer portals. This position reports to the Customer Service Supervisor and works under the general direction of the Customer Service Representative 3.
Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.- Responsible for using the Customer Information System (CIS) and Meter Data Manager (MDM) software to help address customer inquiries and complaints concerning Water Utility billing and operations.
- Interact with customers in person and over the phone regarding their Madison Municipal Services monthly billing statements.
- MDM Customer Service User responsible for customer inquiries which includes interpreting daily and hourly water usage to help answer customer inquiries.
- Process requests for move in/move out in CIS.
- Use MeterSense to obtain final meter readings for move out customers and real estate transactions.
- Provide administrative support relative to the billing area of the Water Utility.
- Perform and verify water and sewer audits.
- Notify customer of continuous use and zero consumption via phone, e-mail and/or letters.
- Process billing receipts and payment.
- Utilize the billing software to make changes or input information to customer's accounts.
- Process Opt-out Policy requests.
- Research returned bills and notices for correct mailing address and update customer's account.
- Serve as Field Deployment Manager (FDM) assistant and Field Service Representative (FSR) liaison.
- Assist in the scheduling of field investigations, meter change, meter testing, and new meter install work for Field Service Analysts and Field Service Representatives.
- Perform other job related assignments as assigned.
- Three (3) years of customer service billing experience.
-OR--OR-
Associate's degree in a related field, such as administrative assistant, bookkeeping, legal secretary, office management, etc.
If an applicant does not possess the specific requirements outlined above, HR will review the application materials to determine if the applicant possesses the following equivalent experience:
Four (4) years experience in applying the following:
- Office procedures, methods, and equipment, including the relevant use of computers for word processing, spreadsheet and database management.
Familiarity with the following:
- Entering data into a billing system including, adjustments, credits and payments.
The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities. For the complete list of the knowledge, skills, and abilities, please reference the
Administrative Clerk 1 classification specification.
Ability to meet the transportation needs of the position.
Physical Requirements:
Employee can expect to work at a desk and computer for extended periods of time entering data and producing reports and/or planning documents. Employee may be expected to periodically attend meetings and trainings outside the normal work schedule, including evenings and/or weekends. Employees must be able to lift/carry objects weighing up to 20 pounds on a periodic basis.
*Payroll title for this positions is Administrative Clerk 1.
