Customer Service Associate

JOB SUMMARY: First point of contact for Customer Service Department, external customer calls, assisting with billing questions and establishing payment arrangements. Receives and processes payments on customer accounts, to include payments for permitting, licensing, and various city events. Maintain professionalism and deliver excellent customer service to contacts typically co-workers, other city personnel, citizens, and the general public.

MAJOR DUTIES:

• Greets and welcomes citizens in a professional and courteous manner
• Assist with incoming calls being mindful of customers present at the window
• Assist with new service contracts, utility services, disconnects, service transfers, payment arrangements, and leak adjustment requests.
• Access citizen accounts for general billing and water usage questions
• Contact customers regarding potential leaks
• Receives and processes payments on customer accounts, to include but is not limited to payments for permitting and licensing.
• Process assessment payments and maintain payment spreadsheet
• Processes and balances lockbox, ACH payments, night drop, and batches kiosk payments on a daily basis.
• Balance and remits changes to the automatic drafts for submittal to manager for approval.
• Balances daily cash drawer and delivers all necessary reports and payments to designee for daily balancing, posting and deposit
• Maintain department e-mail correspondence through department e-mail account.
• Maintain contract files
• Set up hydrant meter accounts for deposit and issue meter to vendor
• Prepares work orders for general customer service functions and closes work orders as needed.
• All other duties as assigned.

MINIMUM QUALIFICATIONS:

• Valid Class D Oklahoma Driver License
• High school diploma or equivalent
• Minimum six months experience in related field
• Must be bondable

ADDITIONAL INFORMATION:

KNOWLEDGE REQUIRED BY POSITION:

• Knowledge of relevant policies, regulations, and ordinances
• Knowledge of modern office equipment, practices, and procedures
• Knowledge of City and Department policies and procedures
• Knowledge of basic accounting and mathematics
• Knowledge of correct grammar and usage
• Skill in compiling data and preparing reports
• Skill in planning and organizing work independently
• Skill in establishing and maintaining files and records
• Skill in interpersonal relations
• Skill in oral and written communication
• Experience with computer software involving work order/facility management processing

SUPERVISORY CONTROLS:

• The Customer Service Manager assigns works in terms of somewhat general instructions.  The supervisor spot-checks completed work for compliance with instructions and established procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES:

• Guidelines include City policies and procedures and departmental standard operating procedures.  These guidelines are generally clear and specific, but may require some interpretation in application.

COMPLEXITY:

• The work consists of related clerical duties.  The number of accounts to be processed contributes to the complexity of the position.

SCOPE AND EFFECT:

• The purpose of this position is to perform clerical duties in support of the department.  Success in this position results in the efficiency of department operations and the coordination of work within the department.

PERSONAL CONTACTS:

• Contacts are typically with co-workers, other city personnel, citizens, and the general public.

PURPOSE OF CONTACTS:

• Contacts are typically to give or exchange information, to resolve problems, and to provide services.

PHYSICAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The work is typically performed while sitting at a desk or while intermittently sitting, standing, walking, bending, crouching or stooping.  The employee occasionally lifts light objects.

WORK ENVIRONMENT:

• The work is typically performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY:

• None