Under general supervision, performs the full range of customer service duties, performs complex technical customer service related tasks and reports, handles difficult customer complaints and issues, provides daily leadership to customer service staff to meet customer expectations, and may serve as the Customer Service Lead Representative in their absence; and perform related duties, as required.
- Perform full range of customer service duties, providing professional customer service and assistance to the public.
- Provide direction to Customer Service staff to ensure customer service calls and in person requests are answered in a timely, efficient, and knowledgeable manner.
- Meet with customers to respond to and resolve customer complaints and conflicts; use patience and courtesy in dealing with the public.
- Research and interpret customer accounts and applies knowledge of applicable City/District rules and guidelines, to assist customer in resolving the more complex account related problems.
- Prepare reports and process orders to discontinue water utility service; compile customer information for vacancies; verify the status of meters; research property ownership.
- Assist with payment plans and extensions for customers with delinquent accounts; verify and approve customer account adjustments.
- Assist in training and instruction to staff; test accounts for accuracy; complete forms and perform data entry information into the billing system.
- Assist in the interpretation and implementation of City/District resolutions, ordinances, and department policies.
- Maintain departmental procedures.
- Back up to maintain and control all aspects of supply inventory for Customer Service Division.
- Maintain confidentiality of work-related issues and City/District information.
Education, Training, and Experience Guidelines:
High school diploma OR GED equivalent; AND four years of customer service experience in a public utility, INCLUDING two years of experience in a senior capacity.
Work is performed in an office environment and in close proximity to other workers. Incumbent shall be exposed to those conditions normally encountered in a business office environment. Physical demands are light, consisting primarily of sitting, standing, and walking. Must be able to lift up to 50 pounds. Incumbent must be able to see and hear in the normal range with or without correction and communicate verbally and in written form with great facility and must be able to be understood. Incumbent must have the stamina to work long hours and must be willing to work an irregular schedule, which may include weekends or evenings.
