Customer Service Representative, Senior
City of Tuscaloosa - Tuscaloosa, AL

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The purpose of this classification is to perform all duties related to file maintenance on all water and sewer customer accounts to include conducting in-depth research and analysis of customer accounts before and after billing, identifying and correcting errors, overseeing processing of collection of delinquent accounts; preparing water bills for mailing; processing accounts payable/receivables, preparing financial documentation, processing/maintaining financial records, and providing customer service to water utility customers.

Essential Functions:

The following duties are normal for this classification. The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Specific duties listed may not be required for all positions within this classification, but are determined by the normal requirements for the particular position.

Performs all roles and assignments required customer service and senior customer service staff; maintains knowledge of procedures, policies and the use of water & sewer department utility billing software/database sufficient to perform any role required; rotates into the first level customer service roles with frequency to sufficiently perform all duties without significant assistance.

Prepares daily and monthly cash reports.

Uploads and downloads meter readings after each billing cycle by means of ITRON computer systems.

Utilizes utility billing software/database to perform all bill file maintenance and billing processes for each of the current ten billing cycles each month; performs all required QA/QC prior to dispatching billing data to external billing service.

Performs all bank draft payments roll-up requirements monthly.

Works with collection firm to collect on bad checks received each month; provides reports and records of all insufficient funds checks received for payment.

Processes monthly all collections on unpaid accounts covered by University of Alabama Off-Campus Association deposit coverage.

Processes all water & sewer deposits on a daily basis; performs monthly bank corrections processing associated with errors due to bank activities related to water & sewer department deposits.

Performs change orders processing to facilitate daily receipt of payments.

Performs customer bankruptcy processing; closes accounts for customers undergoing bankruptcy; creates new accounts for these customers to resume service; completes all legal paperwork required to fulfill bankruptcy requirements.

Compile billing for fire hydrant meters issued to customers and issue bills.

Generate “Hi-Lo” report and review issues for re-reads prior to processing or issuing bills.

Generate “Zero” report and issue work orders to have checks made for determining why active accounts are showing zero use since the previous billing period.

Generate “who’s” report and issue work orders to determine who is using water from accounts that are currently inactive.

Corrects errors before and after billing.

Processes bank draft payments via modem to various banks; checks for balances against sums in utility billing database and creates batch run to be posted against all accounts which utilize bank draft options of payment.

Calculates and post industrial surcharges monthly using analytical data provided by the wastewater treatment plant.

Receives and documents payments for new accounts as well as existing accounts including routine account payments; uses utility billing software/database to track account histories as needed using whatever customer provided information to secure the correct account information.

Maintains a professional relationship and demeanor with all customers; provides all services with courtesy and patience.

Reviews customer information with reference to existing customer service database while initiating new accounts to insure good standing and unpaid balances which may be due.

Performs clerical/bookkeeping activities associated with processing accounts payables/receivables; performs applicable calculations; processes payments.

Maintains working knowledge of all policies regarding the activities required for day-to-day business office operations.

Collects on delinquent accounts per proper policies and procedures.

Creates and distributes work orders for water account turn-off and turn-on needs; creates service orders to Environmental Services Department for new garbage service when accounts are activated in the city limits.

Opens, closes, and/or transfers accounts using the WSD utility billing database .

Performs accounting/bookkeeping functions, specifically: posting financial data; balancing cash receipts; preparing bank deposits; maintaining account records; preparing journal entries, and spreadsheets.

Prepares and/or processes a variety of reports, meter readings, work orders, applications, extensions, relief credits and other documentation associated with water utility operations; maintains, forwards, distributes and/or takes other action as appropriate.

Performs data entry functions by keying data into computer system; retrieves, reviews or modifies data in computer database; generates computerized reports.

Receives forms, memos, correspondence, payments, and documentation; processes, responds, copies/distributes, forwards, and maintains.

Receives, opens and distributes incoming mail; prepares outgoing mail.

Initiates/receives facsimile transmission of documents via facsimile machine.

Prepares departmental files; maintains computerized and hard-copy file systems of departmental records.

Fulfills customer service duties inside for walk-in traffic as well as at phone stations ; performs activities associated with customer service functions; provides assistance and information related to departmental procedures, services, fees, forms, or other issues; receives money in payment of departmental fees or services; responds to routine questions, complaints or requests for service; initiates problem resolution.

Answers the telephone; provides information and assistance; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary; dispatches requests for service.

Prepares, maintains and balances change drawer.

Collects payment and manages ticket sales for special events as designated by management.

Recommends policies and procedures that guide and support the provision of quality services by the Department.

Incorporates continuous quality improvement principles in day to day activities.

Must meet regular attendance requirements.

Must be able to maintain good interpersonal relationships with staff, co-workers, managers and citizens.

Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.

Performs other related duties as required.

Minimum Qualifications:

High school diploma or GED required; three years of experience in customer service, billings, general clerical, or a related field. Must possess and maintain a valid driver’s license.

Minimum Requirements to Perform Essential Job Functions:

The following requirements are normal for this classification. Specific requirements may not apply to all positions within this classification, but are determined by the normal requirements for the particular position.

PHYSICAL REQUIREMENTS: Must be able to operate a variety of automated office equipment including a computer, printer, calculator, copiers, facsimile machines, telephone, etc. Physical demand requirements are at levels of those for sedentary work.

DATA COMPREHENSION: Requires the ability to compare and/or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things which may include forms, reports, maps, procedural and operational manuals.

INTERPERSONAL COMMUNICATION: Requires the ability to speak with and/or signal people to convey or exchange water utility or customer service information, including giving/receiving assignments and/or directions to/from co-workers, assistants, managers, or supervisors as well as communicating with the general public.

LANGUAGE ABILITY: Requires ability to read a variety of water utility-related documentation, directions, instructions, and methods and procedures. Requires the ability to write basic job related documentation and reports with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.

INTELLIGENCE: Requires the ability to learn and understand relatively basic public relations and water-utility-related principles and techniques, to understand departmental policies and procedures, to make independent judgments in absence of supervision, and to acquire and be able to expound on knowledge of topics related to primary occupation.

VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow verbal and written instructions.

NUMERICAL APTITUDE: Requires the ability to add and subtract, multiply and divide, calculate decimals/percentages, and determine time.

FORM/SPATIAL APTITUDE: Requires the ability to visually inspect items for proper length, width, and shape using job related equipment.

MOTOR COORDINATION: Requires the ability to coordinate hands and eyes in using automated office equipment.

MANUAL DEXTERITY: Requires the ability to handle a variety of items, automated office equipment, control knobs, switches, etc. Must have the ability to use one hand for twisting motion or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.

COLOR DIFFERENTIATION: May require the ability to discern color.

INTERPERSONAL TEMPERAMENT: Requires the ability to deal with and relate to people beyond giving and receiving instructions. Must be able to adapt to and perform under minimal stress when confronted with an emergency.

PHYSICAL COMMUNICATION: Requires the ability to talk, express, or exchange ideas by means of spoken words and/or hear and perceive nature of sounds by ear.

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