Job Summary
JOB SUMMARY
The Customer Service Representative is to provide clerical support and customer service in processing utility service requests and payments and in processing payments for taxes or other Town fees and services.
ESSENTIAL FUNCTIONS
~ Performs customer service functions in person, by telephone, or by mail; provides information/assistance regarding Town services, procedures, forms, fees, or other issues; responds to routine questions, complaints, or requests for service; initiates problem resolution; conducts researches; recommends solutions; conducts follow-up to ensure customer satisfaction
~ Maintains customer accounts; sets up new accounts; disconnects or transfers services; assists customers in identifying needed services; provides information regarding services and fees; sets up payment plans; inputs data into computer system database; creates and updates work orders; reviews status of work orders; resolves complaints; answers questions and responds to requests regarding billing and payments
~ Processes payments for utilities, taxes, and other fees and services; receives monies; posts payments into computer system; verifies accuracy of data and makes corrections as needed; runs cash report; balances cash drawer; prepares bank deposit
~ Monitors past due accounts; prepares and sends past due notices; reviews delinquent customer listing; researches and corrects errors in accounts; submits claims for set-off-debt collections; sends collection notices to customers; submits required documentation to State for payment
~ Maintains file system of various files/records; prepares, files, organizes documentation, and files documents in designated order; retrieves/replaces files; scans records into computer; shreds/destroys confidential or obsolete documents; conducts records maintenance activities in compliance with guidelines governing record retention
~ Prepares, types, proofreads, and/or completes various forms, reports, correspondence, tax statements, purchase orders, payment plans, lists directories, logs, notices, schedules, work orders, bank deposits, receipts, charts, graphs, spreadsheets, or other documents
~ Receives various forms, reports, correspondence, service applications, change of service form, permits, invoices, high water reports, disconnect water service reports, delinquent water account reports, logs, newsletters, policies, procedures, manuals, handbooks, directories, reference materials, or other documentation; reviews, completes, processes, forwards, or retains as appropriate
~ Communicates with supervisor, Town employees, State employees, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems
~ Operates a personal computer, general office equipment, or other equipment as necessary to complete essential functions to include the use of word processing, spreadsheet, database, or other system software
~ Performs other duties as required Job Responsibilities
JOB REQUIREMENTS
EDUCATION
~ High school diploma or GED is required; supplemented by some experience in customer service, cashiering, or data entry; or any equivalent combination of education, training, and experience
~ Accounting field of study is desirable
KNOWLEDGE, SKILLS, AND ABILITIES
~ Knowledge of customer service, cashiering, and data entry
~ Knowledge of Microsoft Office software
~ Excellent communication skills with the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations
~ Strong organization skills and attention to detail
~ Ability to work independently and in a team environment
~ Ability to perform addition, subtraction, multiplication, and division; calculate decimals and percentages; and perform mathematical operations with fractions
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