Customer Service Representative

POSITION TYPE: Hourly, Non-exempt

JOB SUMMARY: This position is responsible for providing professional, quality and timely customer service support to Cape Girardeau utility billing customers. The customer service representative role serves an important function in that the direct interaction with each customer contact is an opportunity for the City of Cape Girardeau to build trust and respect within the community.

MAJOR DUTIES:

• Timely and accurate execution of customer service processes in accordance with City of Cape Girardeau policies and procedures (customer contacts/interactions may be in person, via phone or email).
• Responds to customer inquiries concerning billings, including re-reads, leak investigations and overall general bill questions regarding payments and/or usage.
• Processes bill adjustments, balance transfers and refunds.
• Assembles or assists in the collection of delinquent accounts, including pay extensions.
• Serves as cashier to collect receivables and balances a cash drawer daily.
• Prepares utility billing work orders for turn on/turn off/transfer services.
• Performs data entry of completed work.
• Delivers mail to other city offices, drives daily deposit to bank and sorts mail from post office box.
• Processes utility billing returned checks and returned mail.
• Insures compliance with all applicable safety, security and environmental rules and regulations and company policies and procedures.
• Performs other related duties as assigned.

KNOWLEDGE REQUIRED BY THE POSITION:

• Knowledge of utility billing procedures.
• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of Microsoft products, including Outlook, Word and Excel.
• Knowledge of Generally Accepted Accounting Principles.
• Skill in the use of computers and various software programs.
• Skill in the provision of customer service, including in person, on the phone and through e-mail.
• Skill in oral and written communication.
• Skill and ability to multi-task in a fast-paced office environment.

MINIMUM QUALIFICATIONS:

• High School Graduate or GED.
• Current valid Driver’s License.
• Two (2) years experience in general an office setting, including utilizing office equipment and computers, dealing with the public and handling high-volume of cash.  

Salary per hour $16.52, plus a generous benefit package.

• Bi-weekly pay periods.
• Thirteen paid holidays per year.
• 96 hours of vacation – accrued throughout the year.
• 96 hours of sick leave – accrued throughout the year.
• 2 days of personal leave per fiscal year. Must be employed on July 1 of the fiscal year to receive.
• City paid monthly premiums for health and dental insurance – Employee only.
• City paid monthly life insurance for employee only (1 times annual salary up to $50,000).
• Optional group term life insurance purchased at employee’s expense.
• Optional vision insurance purchased at employee’s expense.
• Voluntary deferred compensation plan – not matched by the City.
• Retirement (LAGERS) paid by the City. Missouri LAGERS – A Secure Retirement for All (molagers.org).
• Total compensation value (Hourly starting rate plus benefits value) for this position is $23.88 hourly.

Before final appointment, successful applicant will be required to successfully complete a drug test and background investigation.

The City of Cape Girardeau reserves the right to notify only those individuals selected for an interview as to the status of their application for employment. EOE/ADA/M/F/V