Under general supervision, this position is responsible for utility customer service support and to provide professional, effective and efficient assistance to the citizens of Sachse.
The ideal candidate will embody our core values of service, humility, innovation, neighborly, and excellence (SHINE).Essential Job Functions:
- Assists customers by telephone, email and in person by answering questions and responding to customer complaints concerning utility billing.
- Directs customers to appropriate departments for other City-related assistance.
- Provides general City information to customers.
- Receives utility payments by mail, in-person and electronically.
- Responsible for all aspects of payment preparation including sorting, data entry, verification and reconciliation.
- Inputs customer information into computer system.
- Maintains customer account documentation and files including new customer setup and deposit collection.
- Organizes and prepares reports for end-users.
- Assists with mailing monthly statements to customers.
- Balances cash drawer and submits appropriate reports.
- Prepares work orders to obtain meter readings on new services.
- Tracks and follows up on work orders as needed.
- Coordinates services with outside vendors.
- Performs other related duties as assigned.
- Processes and distributes deposit refunds at service termination.
- Monitors daily fixed base metering system for alerts and potential service as required.
Required Education, Experience, and Certifications:
- High School diploma or equivalent and two (2) years customer service experience; or equivalent combination of education and experience.
Required Knowledge and Skills:
- Knowledge of accounting principles and practices.
- Knowledge of customer service techniques.
- Knowledge of cash handling and record keeping methods and techniques.
- Knowledge of City ordinances, policies and procedures governing assigned work.
- Knowledge of computers and related equipment, hardware and software.
- Skill in making arithmetic calculations rapidly and accurately.
- Skill in researching and resolving customer complaints and problems.
- Skill in data entry.
- Skill in effective oral and written communication.
- Skill in organization of work.
Environmental Factors and Conditions/Physical Requirements:
- Work is performed in an office setting.
- May be subject to repetitive motion such as typing and vision to monitor.
- May be subject to irate customers.
- May be subject to occasional bending, reaching, kneeling and lifting such as retrieving or replacing files, documents and records.
Equipment and Tools Utilized:
- Equipment utilized includes personal computer, copier, calculator, shredder, burster, fax machine and standard office equipment.
