UTILITY CUSTOMER SERVICE REPRESENTATIVE

GENERAL DESCRIPTION

Provides customer service to the public by receiving utility payments, answering questions, and assisting with utility services. Enters customer information and payments into the computer system and processes service requests such as new connections, transfers, and disconnects. Handles work orders, schedules service calls, and communicates customer requests to the appropriate departments. Assists with trash cart requests and missed trash pickup concerns. Provides support to other staff as needed and performs general office duties with accuracy and attention to detail

ESSENTIAL DUTIES

• Makes first contact with the public receiving utility payments.  
• Enters payments to the appropriate accounts into data system. 
• Processes new connect, disconnect and transfer orders. 
• Performs data entry functions.  
• Answers inquiries regarding utility services either in person or via phone, refers, when necessary, to the appropriate person.   
• Authorizes extensions on utility billing, within the guidelines set, when payments are unable to be made by due date.  
• Prepares and monitors work orders for customers. 
• Schedules service orders for service personnel.
• Emails Waste Management daily a list of customers needing a trash cart and communicates customer requests for missed trash pickup.
• Provides back up support for other positions as needed.

The duties listed above are intended only as illustrations of the various types of work that may be performed.   The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

NON-ESSENTIAL DUTIES

May serve on various employee committees, as required and assigned.

QUALIFICATIONS
This position is subject to the City of Hobbs’ Drug and Alcohol Testing Policy which includes one or more of the following: pre-employment testing, post accident testing, random testing, reasonable suspicion testing, return to duty testing and follow-up testing.

MINIMUM QUALIFICATIONS
Education and Experience:

• Graduation from high school or GED equivalent required.  
• Previous customer service work experience preferred. 
• General office practices and experience in handling money preferred.

Skills, Knowledge and Abilities:
Ability to learn Springbrook Software. 
Ability to perform duties with a high degree of attention to detail with a high degree of accuracy.
Ability to establish and maintain effective working relationships with Utilities staff and general public.
LICENSING AND CERTIFICATIONS
Valid state issued driver’s license.
SUPERVISION RECEIVED
Works under the broad policy guidance and direction of the Utility Assistant Office Manager, Utility Office Manager and Utilities Director.

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. 

While performing the duties of this job, the employee is frequently required to sit, stand, talk and hear.  
Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The office environment can be hectic but relatively quiet.