Senior Customer Service Representative

General Purpose:

Performs routine and complex supervisory, clerical, administrative, customer service and data processing work in the management and billing of utility and other public services.

SUPERVISION RECEIVED AND EXERCISED:

Receives direct supervision from the Customer Service Representative (CSR) Supervisor.

In cooperation with senior management, exercises supervision over the customer service representatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsible for performing, supervising and coordinating the maintenance of accurate and accessible records for active and inactive utility service accounts, overseeing, mentoring, coaching and training customer service representatives, receipt of payments, and other related duties for the provision of excellent customer service and maintenance of good community relations, and proper accounting and posting of payments, billings and adjustments.

Develop billing expertise and provide back-up to billing support when necessary, customer service, payments, service orders, and work order requests amongst subordinates, utility customers and utility administration software/product vendors.

Develops and maintains expertise in all facets of Utility Administration operations, including work processes, multiple software systems (Incode, Neptune, etc.), and general operations (payment processing, adjustments, reconciliation, etc.). Trains and ensures cross-training of all subordinates.

Determines work procedures, prepares work schedules, and expedites workflow; studies and standardizes procedures to improve efficiency and effectiveness of operations.

Issues written and oral instructions and direction.

Assigns duties and examines work product, procedures and processes for accuracy and conformance to policies and procedures.

Studies, standardizes, and initiates procedures to improve efficiency of departmental operations and subordinate work flow.

Maintains harmony among workers, resolves grievances and, in cooperation with the Utility Administration Manager and CSR Supervisor, addresses performance and disciplinary issues in a timely, consistent and professional manner in accordance with established City and departmental policies. Must have the ability to work professionally with all fellow employees, customers and all other internal and external stakeholders and maintain a professional and open attitude at all times.

Mentors, trains, and assists subordinates in performing customer service, payment collection, and complaint resolution duties. Addresses routine and complex customer service matters ensuring excellent customer service interactions.

Reviews billings for correctness and accuracy and recomputes and reissues bills that have been issued to customers incorrectly.

Works closely with billing technicians and meter technicians and coordinates meter readings and rereading of meters when necessary, including where there appears to be inconsistency with past readings.

Researches, reconciles, communicates, and adjusts billing errors and customer complaints.

Processes work orders for utility move-ins, move-outs, disconnections, reconnections, new orders, and other City service requests.

Maintains current and inactive customer account files; assists in reconciling utility billing activity with the general ledger working directly with the City's Finance department.

Maintains and develops knowledge regarding federal, state and local laws of general and specific applicability to local government and utility administration operations, including interpreting City ordinances relating to utility services and offering suggested updates to City ordinances and utility administration processes when necessary.

Fields telephone calls and customer visits concerning utility billings or services; handles routine questions and matters of a more complex nature.

Balances daily cash receipts and reconciles departmental records with control records. Prepares and coordinates the utility billing schedule with the Finance and other departments.

Compiles data and prepares a variety of routine and non-routine reports.

Assists in the development and implementation of annual department budget.

Performs other essential duties as determined by the Utility Administration Manager or CSR Supervisor to achieve successful operations of the department.

Regular and timely attendance (report to work on time, work scheduled hours, utilize leave responsibly ensuring sufficient coverage to maintain operations, etc.) is an essential job function.

PERIPHERAL DUTIES:

May serve as a member on City or departmental committees, as assigned.

Other duties as assigned.

DESIRED MINIMUM QUALIFICATIONS:

High school diploma or GED equivalent;

Two (2) to four (4) years' experience in municipal utilities and/or office management experience (including managerial);

Two (2) years of related college level training; or any equivalent combination of education and experience.

SPECIAL REQUIREMENTS:

Must possess a Valid State class "C" Driver's License, or ability to obtain one prior to employment.

KNOWLEDGE, SKILLS AND ABILITIES:

Ability to establish and maintain effective working relationships with employees, city officials and community stakeholders/customers. Ability to maintain effective working relationships with co-workers and the public.

Ability to provide excellent customer service utilizing effective and active listening skills in a professional manner, and to train and monitor the provision of the same from subordinates.

Ability to provide direction and gain support of subordinates and coworkers by including subordinates and coworkers in planning, taking responsibility for subordinates' activities, making self-available to subordinates and coworkers, providing regular performance feedback, and developing subordinates' skills and encouraging growth.

Knowledge in the area of utilities administration to include posting, billing and cash handling procedures;

Knowledge of budget and purchasing; ability to set priorities, make independent judgments, and perform several duties at once;

Knowledge of computers and data entry;

Skills and ability to use 10‑key calculator by touch with accuracy, must have mathematical aptitude;

Ability to handle money with accuracy and balance cash drawers;

Ability to set priorities, make independent judgments, and perform several duties at once;

Ability to communicate effectively verbally and in written form;

Ability to initiate, direct and monitor the work of subordinates.

SELECTION GUIDELINES:

Formal applications, rating of education and experience; oral interview and reference check; job related tests may be required.

TOOLS AND EQUIPMENT USED:

Personal computer, including spreadsheet, word processing, and presentation software; central financial computer system; telephone; 10 key calculator; typewriter; fax and copy machine.

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 and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

Requires little physical effort; prolonged sitting and viewing of screen.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes 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 noise level in the work environment is usually moderately quiet.

The employee must have the ability to work well with others and have a good/pleasant attitude.