Customer Service Representative

JOB DESCRIPTION

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description. 

Customer Service Representative

JOB SUMMARY

The purpose of this position is to assist customers with all aspects of and inquiries regarding Public Works Services, utility connections, billing, and payments and to perform intermediate skilled clerical work involving the preparation and maintenance of fiscal or related records for utilities.

ESSENTIAL JOB FUNCTIONS

• Performs customer service functions in person or by telephone; provides information and assistance regarding City services, procedures, forms, fees, or other issues; responds to routine questions, complaints, or requests for service; initiates problem resolution; conducts research; recommends solutions; and conducts follow-up to ensure customer satisfaction.
• Processes payments for utilities; receives monies from customers by checks, cash, and credit card; documents payments received; balances cash drawer daily; prepares bank deposits; prepares daily report; reviews delinquent customer listings and schedules cut-offs; and researches and corrects errors in accounts.
• Creates new accounts; accepts deposits and fees; and provides information regarding utility systems policies, procedures and charges.
• Assists with customer complaints, questions, and requests regarding billing and payments; researches and resolves complaints; closes or corrects accounts; arranges payment plans; etc.
• Assists employees with problems when in the field; communicates with field employees.
• Maintains inventories of supplies, forms, and equipment; ensures availability of adequate supplies to complete work activities; prepares purchase requisitions for needed materials, equipment, and supplies; and receives/distributes incoming supply shipments.
• Maintains file system of various files/records; prepares files, organizes documentation, and files documents in designated order; retrieves/replaces files; scans records into computer; shreds/destroys confidential or obsolete documents; conducts records maintenance activities in compliance with guidelines governing record retention. 
• Performs general office and clerical tasks; processes incoming and outgoing mail; types correspondence or other documents as requested.
• Prepares, types, proofreads, and/or completes various forms, reports, correspondence, newsletters, lists, directories, logs, notices, schedules, calendars, agendas, minutes, inventory records, charts, graphs, spreadsheets, or other documents.
• Receives various forms, reports, correspondence, logs, newsletters, policies, procedures, manuals, handbooks, directories, reference materials, or other documentation; reviews, completes, proofreads, processes, forwards or retains as appropriate.
• Operates a personal computer, telephone, general office equipment, or other equipment as necessary to complete essential functions, including the use of word processing, spreadsheet, database, or other system software.
• Prepares utility bills.
• Prepares, receives, files, logs, tracks and follows up on service request forms and other documents related to utility service, including re-reads, meter re-installations, meter tests, leak checks, turn-ons, and cut-offs; prepares and posts adjustments to accounts due to errors or leaks. 
• Acts as receptionist; directs callers to proper person.
• Utilizes the City’s optical imaging system to scan, index, and retrieve new service applications and related utility service documents.

ADDITIONAL FUNCTIONS

• Assists with special projects as assigned. 
• Performs other related duties as assigned. 

Education and Experience:

Requires a high school diploma or equivalent supplemented by some technical or vocational training in accounting; two (2) years of experience in customer service or general bookkeeping. 

Licenses or Certifications:

None.

Special Requirements: 

None.

Knowledge, Skills and Abilities: 

• Knowledge of bookkeeping.
• Knowledge of handling cash.
• Knowledge of customer service.
• Skill in gathering information before taking action.
• Skill in finding common ground and solving problems.
• Skill in performing addition, subtraction, multiplication, and division; calculating decimals, percentages, and fractions; and interpreting graphs.
• Skill in handling frustrating situations or people.
• Ability to build rapport.
• Ability to listen.
• Ability to collaborate with others.
• Ability to determine, calculate, tabulate, or summarize data/information. 
• Ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.
• Ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. 
• Ability to utilize a wide variety of reference and descriptive data and information.
• Ability to carry out instructions furnished in written, oral, or diagrammatic form.  
• Ability to exercise judgment in situations characterized by repetitive or short cycle 

PHYSICAL DEMANDS

The work is light work. The employee is frequently required to apply 10 pounds of force to move objects. The employee is occasionally required to exert up to 20 pounds of force to move objects. Additionally requires: balancing, feeling, grasping, handling, hearing voices and distinguishing among sounds, kneeling, lifting, manual dexterity, mental acuity, pulling, pushing, reaching, repetitive motion, speaking, standing, stooping, expressing ideas by the spoken word and shouting to be heard above ambient noise, visual acuity in data/color/observations/operating equipment, and walking. Tasks may require the ability to:  sit for extended periods of time at a keyboard or work station.

WORK ENVIRONMENT

Work is performed in an office setting where essential functions are regularly performed without exposure to adverse environmental conditions. Work is performed in a safe and secure work environment that may periodically have unpredicted requirements or demands.

The City of Myrtle Beach has the right to revise this job description at any time. This 

 description does not represent in any way a contract of employment.

Equal Opportunity Employer

The City of Myrtle Beach commits to a policy of equal employment opportunity for applicants and employees, complying with local, state and federal laws. The City’s policy is to employ qualified persons without discrimination on the basis of any protected characteristic, including race, color, religion, national origin, citizenship, sex, political affiliation, veteran’s status, age, genetic information, sexual orientation, gender identity, to include transgender status, disability or status in any other group protected by federal/state/local law.