Utilities Customer Service Specialist I / II DOQ

Customer Service II Distinguishing Characteristics:
Under general supervision of the Customer Service Supervisor or Chief Financial Officer, performs high volume Customer Service, routine utilities account maintenance and billing functions, and administrative support duties for the City of Bastrop. Performs cash collections for utility account payments and monies received from other departments, as well as processing new account applications, customer address changes, and account disconnections. Employees in this class perform work of an administrative nature in providing exceptional Customer Service by addressing customer issues and questions in an efficient and courteous manner in person, via written correspondence, email, and telephone. Must have the ability to multi-task and complete tasks timely. Performs related work as required.
Hourly Starting Salary (Depending on Experience/Qualifications) Hiring Range:
Customer Service Specialist I: $18.53
Customer Service Specialist II: $19.46Primary Essential Duties and Responsibilities:

• Performs administrative duties in greeting the public, answering phone, fax, email inquiries, and providing general information in a courteous and professional manner.
• Provides exceptional Customer Service through opening new accounts, closing accounts, collecting deposits, restoring services, and updating account information.
• Provides information concerning billing and fee structures, delinquent payments, account status, etc.
• Collects and posts all utility payments received from customers in various forms, i.e., cash, check, credit card, along with monies received from other departments.
• Maintains and reconciles cash drawer daily; uses proper internal cash controls.
• Processes routine customer requests and/or complaints, directs non-routine issues and concerns to supervisor or other appropriate staff and departments.
• Initiates work orders for City services and/or issues received from customers for all City departments, i.e., account connects/disconnects, power/water outages, and code enforcement.
• Communicates with staff from other departments concerning work orders for connects, disconnects, leaks, and emergencies.
• Provide status updates to staff and customers in person and over the telephone during any outages or interruptions of utility services. Employee will be required to remain in the office to answer telephones during regular office hours (that was not previously scheduled time off) when this occurs.
• Communicates with customers verbally and in writing concerning utility accounts, i.e., delinquent payments, resolving billing questions, processing new account applications, re-reading meters.
• Performs scanning and filing duties to include work orders, connects, disconnects, deposit backup documents and other utilities related documentation. All of our documents are filed electronically in the appropriate file so that it is readily available to appropriate staff.
• Performs data entry in the maintenance of various records, files, and accounts.
• Answers all incoming utility billing service calls, assisting personally, or directs the customer to the appropriate entity.
• Receives, processes and/or distributes mail; prepares documents, letters and parcels for mailing.
• Must accomplish a general understanding of department policies and processes, and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns within six (6) months of hire.
• Must have the ability to demonstrate basic knowledge and operation of our office's current billing, metering and filing programs within six (6) months of hire.
• After completing six (6) months (or sooner), must have the ability to work independently under the City's utility policies and office procedures with minimal direct supervision and assistance, and must have built a strong working relationship with City staff.

Other Duties:

• Prepares bank deposits, audits deposits, and transports deposits to bank.
• Delivers mail to Post Office; picks up City mail.
• Performs other related work and duties as assigned.

Education, Training and Experience Guidelines
High school diploma or GED.
Utilities Customer Service Specialist I:

• Six (6) months to one (1) year of Customer Service and administrative support experience, preferably in an account maintenance environment with specific experience in processing payments and reconciliation duties that demonstrates the ability to function with considerable independence.
• Customer service experience must be at an exceptional level.
• Must have advanced office and computer experience.
• 10-key by touch
• Any equivalent combination of training and experience which demonstrates the required knowledge, skills, and abilities to perform the duties will be considered.

Utilities Customer Service Specialist II:

• Three (3) to four (4) years of progressively responsible financial administrative support experience in utility Customer Service that demonstrates aptitude for numerical accuracy, with specific experience in processing payments, account maintenance, and other utility services support tasks,
• Customer service experience must be at an exceptional level.
• Must have advanced office and computer experience.
• 10-key by touch
• Any equivalent combination of education, training, and experience which demonstrates the required knowledge, skills, and abilities to perform the duties will be considered.

License and Certificates
Must have a valid Texas driver license with an acceptable driving record to be maintained throughout employment.
Knowledge, Skills and Abilities:

• Must have exceptional Customer Service skills including the ability to exercise consistent tact and courtesy in frequent public contact.
• Knowledge of basic accounting and billing procedures.
• Knowledge of account and record maintenance principles and practices.
• Advanced knowledge of modern office practices and procedures.
• Skill in both written and oral communication for effective expression of concepts in dealing with customers and co-workers.
• Advanced knowledge of a variety of modern computer software to include Microsoft Excel and Word.
• Ability to apply analytical and interpretive skills to problem solving.
• Ability to exercise sound judgment and make independent decisions in accordance with established policies and procedures.
• Ability to perform data entry.
• Ability to operate a 10-key calculator by touch.
• Ability to establish and maintain effective working relationships with supervisor, support staff and other departments/agencies position interacts with.
• Ability to perform as a member of a team, supporting co-workers, and demonstrating such interpersonal skills with multiple departments.
• Ability to analyze, organize and review work for established policy standards, providing efficient results and accuracy.
• Ability to operate modern office equipment and computer programs in common applications.
• Ability to add, subtract, multiply, and divide; calculate decimals and percentages, compute discounts.
• Strong ability to multi-task with acute attention to detail.
• Multi-tasking skills with the ability to redirect attention and/or concentration from one task to another effortlessly and without hesitation.
• Must be able to multi-task while prioritizing tasks and addressing the most critical and pressing demands first.

Special Requirements:

• Regular and consistent attendance for the assigned work hours is essential.
• General office hours are 8:00 a.m. - 5:00 p.m., Monday - Friday; however, staff is on occasion required to work extended hours until sometimes later than 5:30 p.m. to balance tills and credit cards.
• Once trained, the position will be required to open the drive-thru window as assigned, requiring work hours from 7:00 a.m. - 4:00 p.m., Monday - Friday.
• Must be able to work during emergency situations as required, this could mean in the office or remotely.

Physical Requirements:

• Most tasks are 50% sedentary /50% on your feet at counter, with walking, occasional bending, light lifting (5-20 pounds), driving vehicle, or other restricted physical activities.
• Some tasks involve some physical effort, i.e., standing and walking, or frequent moderate lifting (20-50 pounds), minimal dexterity in the use of fingers, limbs, or body in the operation of office equipment.
• Tasks may involve extended periods of time at a keyboard or workstation.

Environmental Requirements:

Tasks are regularly performed without exposure to adverse environmental conditions (e.g. dirt, cold, rain, fumes).

Sensory Requirements:

• Some tasks may require sound and/or visual perception and discrimination.
• Some tasks may require oral communications ability.

Position will remain open and applications accepted until filled. If you have questions regarding this position, please contact City of Bastrop Human Resources at 512-332-8813.Employment Type: Full-Time