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- Position Description
Entry Salary - $34,115.38 - Continuous Opening
Current recruitment is for the Utility Customer Service Department and the Clearwater Gas Department. Bilingual is a plus.
Under general direction, the Customer Service Representative is responsible for engaging, working with, and responding to various customer concerns, questions, and requests in office or field environments regarding commercial or residential utility services.- Duties and Responsibilities
Essential Functions: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Essential duties and responsibilities may include, but are not limited to, the following:
Answers telephone calls, receives the general public, and provides information or referrals regarding departmental and City services and operations.
Explains, communicates, and relays departmental and City policies, procedures, and applicable rules and regulations to the public via personal contact, telephone conversation, or written correspondence.
Receive, processes, and reviews applications for utility service, building permits, occupational licenses, or employment; interprets codes, regulations, and procedures to applicants and customers.
Communicates and explains rates or fees, enters requests for service, and maintains accurate records and service files; creates and resolves a variety of service orders and repair issues for customers.
Resolve billing problems, receives payments, and tenders receipts in office and field environments.
Handles payments, credit card payments, and other cashiering tasks; verifies monies and maintains accurate cash drawer.
Prepares receipts for deposit and connection fees; prepares and processes work orders and transfer forms; posts, checks or verifies data and corrects inaccuracies.
Communicates with Utility customers to collect payments on delinquent accounts or makes necessary arrangements for repayment by telephone, written correspondence and/or in person.
Examines, evaluates, and reviews accounts receivable and various computer data bases to determine if delinquent payments have been made; performs general collection work, delivers written delinquent notices, and discontinues services for nonpayment.
Performs routine service connects and disconnects for water customers and gas customers; utilizes computer terminals to enter and receive data; maintains, coordinates, and organizes departmental records and files; enters parts for installation jobs and ensures all permits are attached and prepared.
Compiles, drafts, and types bills and correspondence; audits, reviews, and monitors account records in response to customer requests or to track payment of accounts receivable.
Screens, evaluates, and recommends applicants for employment, answers questions regarding position openings, and explains entrance examination procedures.
Performs other duties as assigned.
- Minimum Qualifications
Licenses, Certifications, and Equipment:
A valid State driver's license is required.
This position is required to operate the below equipment, machines, tools, and other work aides:
Telephone, copier, fax machine, calculator, personal computer, applicable departmental computer information system applications, and other equipment as assigned.
Education and Experience:
High School Diploma, High School Equivalency Diploma or G.E.D. Certificate, some college preferred PLUS one (1) year of clerical office and/or customer service experience; OR an equivalent combination of education, training, and experience maybe considered.
- Supplemental Information
Knowledge of -
Modern office procedures, practices, and equipment
Word processing, spreadsheet applications, and related automated office equipment
Business English, arithmetic, and fundamentals of bookkeeping
Customer service records, billing, payment processing, and account collections
Water and gas meters
Office practices, procedures, and equipment
Record keeping, report preparation, filing methods, and records
General office policies and procedures; computers and general office equipment
City Ordinance
Skill in -
Reading meters
Interpreting City policies and procedures
Using various tools and equipment to perform readings
Communicating and engaging with the public; deescalating customer service situations
Establishing and maintaining strong office relationships
Operating a computer and related software