Customer Service Representative I (50130)

This is a full time -Temporary position established to support departmental growth and provide coverage while staff is on leave. These positions will begin as 90-day assignments, after which we will reevaluate the need for extension.

General Description:

The purpose of this class within the organization is to provide professional customer service to customers regarding utility accounts. This class works under close to general supervision according to set procedures, but determines how or when to complete tasks.

Minimum Education and Experience Requirements:

Requires High School graduation or GED equivalent. Requires one year in customer service or collections or closely related experience. For cash handling positions, a minimum of one year of cashier or bank teller experience is preferred. The equivalent combination of education and related work experience may be considered.

Desirable Knowledge, Skills and Abilities:

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of business English, spelling, punctuation, and arithmetic.
• Skill in the use of computers for word and data processing.
• Ability to type 40 wpm with accuracy and meet the appropriate clerical testing standards.
• Ability to speak clearly and concisely with a well-modulated voice.
• Ability to handle multiple tasks and remain focused while working in an open office setting.
• Ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines.
• Ability to maintain positive customer-focused relationships with co-workers, supervisors, agencies, the general public, and all other internal and external customers. Personally demonstrates appropriate customer service skills.
• Work is performed onsite. The incumbent must be present at work to perform the essential functions of this job.

Essential Job Functions:

1. Assists internal and external customers in person, by phone, email or internet chat; provides information regarding past due utility accounts; makes payment arrangements for customers in the event of high balances, death, accident, catastrophic illness or theft. Completes follow up on customer service issues and escalations.
2. Takes payments from customers for bills or security deposits.
3. Accepts payments and issues receipts for utilities, miscellaneous receivables, taxes; Some agents may collect utility payments in a separate drawer which includes daily reconciliation.
4. Administers a daily disconnection/reconnection list and provides copies to the employees; reverses write offs for delinquent accounts.
5. Calculates electric, sewer, water, and stormwater overrides and adjustments on accounts as needed using various formulas and rates.
6. Sends and generates service orders to utility departments for repairs, complaints, reading confirmation, etc.
7. Assist in the customer notification regarding their account status.
8. Process request for services and coordinates with appropriate departments.
9. Initiates and files daily reports related to job function.
10. Works scheduled hours and additional hours as needed to accommodate business needs.
11. Works closely with both internal and external customers.
12. Completes follow up on customer service issues and escalations via mail, phone or email; coordinates with all utilities regarding customer concerns.
13. Prepares monthly reports and maintains complex records.
14. Provides general information to the public.
15. Performs all other duties as assigned to meet organizational needs.

This Notice is not intended to be an all-inclusive list of duties, knowledge, skills and abilities required to do the job. This is intended only to describe the general nature of the job. A more comprehensive list of duties, responsibilities and essential job functions is available on the job description. The City of Rock Hill is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, political affiliation, disability, national origin, genetic information, sex (including pregnancy, childbirth, or related medical condition), or age.