Account Services Representative (Part Time)

Department: Account Services

Reports To: Account Services Lead- Calls

Schedule: Part Time, Monday- Friday

Hours: 10:00 A.M. to 2:00 P.M.

Position Summary:

The Account Services Representative provides courteous, accurate, and efficient service to customers at the lobby and drive thru. This position ensures consistent coverage during lunch breaks and high-traffic periods, maintaining uninterrupted front-line operations and allowing call-center representatives to remain focused on inbound calls. The role is designed to reduce wait times and enhance the overall customer experience for walk-in service points.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Customer Service & Account Management

• Serve as the first point of contact for customers at the front counter and drive-thru.
• Process customer payments (cash, check, and electronic) accurately and efficiently.
• Maintain and balance the cash drawer when scheduled for drive-thru or counter coverage.
• Assist customers with billing inquiries, payment arrangements, and balance questions.
• Process applications for new services and terminations.
• Educate customers on potential leaks, payment options, and service procedures.
• Direct customers to appropriate staff for assistance beyond front-line service.
• Provide excellent customer service with professionalism and patience at all times.
  
  
  

Administrative & Documentation Responsibilities

• Record and update customer information in the Customer Information System (CIS).
• Organize and maintain account documentation, including notes on payments, address changes, and other account updates.
• Process and route incoming and outgoing mail, including pledge payments from assistance agencies.
• Assist in preparing daily deposit reports and reconciling payment transactions.
• Provide front-desk coverage during lunch hours, vacations, or absences to ensure uninterrupted customer service.
• Support Account Services team members with clerical and data-entry task as needed.
  
  
  

Compliance & Policy Adherence

• Follow all District policies, procedures, and cash-handling guidance.
• Ensure compliance with utility service regulations and customer account protocols.
• Report safety concerns and incidents promptly.
• Maintain confidentiality of customer information and uphold the District’s professional standards.
  
  
  

Education and Experience:

• High school diploma or GED required.
• 1-3 years of customer service experience preferred.
  
  
  

Additional Skills:

• Ability to maintain and balance a cash drawer.
• Strong customer service skills, including the ability to remain professional in difficult situations.
• Ability to work with multiple computer software applications.
• Ability to interpret, understand, and administer regulations effectively.
• Ability to communicate effectively with customers and other departments.
• Ability to follow correct procedures when assisting customers.
  
  
  

Work Environment and Physical Demands:

This job primarily operates in a climate-controlled environment. Works with equipment, such as computer, copy machine, fax, and phones. The position requires auditory and visual skills; and the ability to sit, stand, walk, follow written and oral instructions and procedures. There is no regular travel expected for this position.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Featured Benefits:

Paid Time Off ∙ Paid Sick Time ∙ 10 Paid Holidays (includes birthday) ∙ Medical Insurance

Dental Insurance ∙ Vision Insurance ∙ Pension program through Kentucky Public Pension Authority ∙ Short- and Long-Term Disability ∙ Basic Life and AD&D Insurance

Employee Assistance Program ∙ Wellness Program ∙ Flexible Work Schedule ∙ Hybrid Work Options (some positions) ∙ Tuition Reimbursement

The Northern Kentucky Water District employs qualified persons in all jobs in a manner which will ensure equal employment opportunity, as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability.