Customer Service Representative I

CSR JOB SUMMARY

The Customer Service Representative I (CSRI) position is responsible for providing quality Customer Service and for communicating with customers courteously and professionally in person, on the phone and by mail.

CSR ESSENTIAL JOB FUNCTIONS

• Answers customer inquiries in person, on the telephone, by mail or electronically.
• Maintains records and reports for accounts in a non-pay status and for meters to be disconnected. Update records daily for call out personnel.
• Assists customers to resolve minor problem accounts; make routine adjustments to customer accounts as appropriate. Review returned mail and the NCOA database to update customer contact information.
• Receives Utility Bill payments, negotiate partial payment amounts and delinquency payment extensions and monitor accounts with payment extensions and payment plans.
• Maintains daily-automated cash receipt functions related to bank drafting, lockbox service and other electronic forms of payment.
• Maintains records of monies received and issue appropriate receipts.
• Investigates billing errors and resolve customer complaints relating to such errors.
• Sorts, reviews, and balances receipts daily; prepare accurate detailed reports of collections.
• Maintains customer accounts and related records incidental to cashier operations.
• Balances cash and combined receipts for bank deposits.
• Opens new utility accounts and initiates new service; closes accounts when required.
• Initiates meter check reads and meter bench tests when required.
• Performs other duties as assigned.

CSR QUALIFICATIONS

Education and Experience:

High School Diploma or equivalent (GED) and one (1) year of related experience; or the equivalent in education, training, and experience, which would provide the necessary knowledge, skills, and abilities.

Special Qualifications:

Possession of a valid, State of Florida driver’s license to operate the motor vehicle operated; typically, Class “E”.

Knowledge, Skills and Abilities:

• Knowledge of District regulations, rules, procedures, and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.
• Knowledge of basic accounting and bookkeeping procedures.
• Knowledge of methods for handling and accounting for money, recording payments and balancing a cash drawer.
• Knowledge of the geography of the district and adjacent areas, ability to read and interpret maps.
• Skilled in business communications that include listening, exchanging ideas, giving, and receiving feedback, proper grammar usage, spelling, and proper sentence construction, preparation of routine reports, forms, and routine correspondence.
• Ability to communicate effectively both orally and in writing, as well as operating a personal computer.
• Ability to make computations and tabulations with speed and accuracy.
• Ability to operate a desktop computer and routine software programs, including routine Utility Billing system procedures.
• Ability to maintain clerical and accounting records and to prepare reports from such records.
• Ability to make minor decisions in accordance with District Ordinances, and established Utility Billing Office policies and procedures.
• Ability to exercise good judgment and courtesy when acting as a representative of the district.
• Ability to be bondable if required.
• Ability to establish and maintain effective working relationships with Utility Billing, other personnel, and with the public.
• Ability to effectively communicate with the public.

CSR PHYSICAL DEMANDS

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Visual acuity is required for reviewing, checking, preparing, and maintaining computer and manual files, as is manual dexterity to operate computers and other office equipment. Incumbent is required to have sufficient hearing ability to perceive information accurately at normal spoken word levels.

CSR WORK ENVIRONMENT

Work is performed in an office environment.