Please visit www.rogersar.gov to apply.
GENERAL DESCRIPTION OF POSITION
Customer Service Representative I is responsible for the accurate and timely postings of payments, answering the phone, and waiting on customers that come into the office and the drive through window.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Answer the phone and direct calls to appropriate employees of the utility.
2. Accurately answer customer requests for new service, transfers and removes vacation orders and enter on the computer.
3. Accurately post payments from customers with cash, check, or debit/credit card. Post payments from night deposit, mail, front counter and drivethrough window.
4.Understand and process applications for new construction.
5. Balance cash drawers at the end of the day; both front counter and drive through or whenever asked by the supervisor.
6. Make adjustment for pools and leaks.
7. Complete service orders, troubles and meter changes when needed for billing. May include some editing for the billing.
8. Know how to forward and un-forward the phone system.
9. Know how to set up a multi account.
10. Prepare Letters of Credit for customers.
11. Assist customers with information concerning leaks, high bills.
12. Enter settlement agreements.
13. Collect bad debts. Enter the bad debt on a spreadsheet and at month’s end, report it to the Office Manager.
14. Take water and sewer taps, large tap requests, dump tickets, miscellaneous payments, and payments on Accounts Receivable Other.
15. Run Settlement Agreement list for promises that are not kept. Decide who should be shut off. Sends out rechecks for customers that have been shut off to make sure their meter has not been turned back on. Prepares “remove” service orders for disconnects that have not paid.
16. Follow up with Office of Human Concern on H20 program. Keep records on who has agreements and who has paid.
17. Can count all drawers; front counter and drive through.
18. Make correct change and count it back to the customer.
19. Must know how to calculate a water bill for the customer without using the computer.
20. Process insufficient funds checks/drafts and adjust them to the customer’s account. Follow up on who has and has not paid.
21. Process the returned mail for correct addresses.
22. Understand Act 769 and can communicate with other cities to collect their debts and ours.
23. Back up Accounts Payable when necessary.
24. Reconcile payments received by mail. Process checks and drafts returned by the bank. This includes posting the check back to the customer’s account and/or creating a
service order to shut the customer off if needed. Prepare a monthly spreadsheet with all returned items to reconcile bank statement at month’s end. Process customer requests for setting up bank drafts. This includes setting up new banks in the system, entering draft information on customer accounts, and recording and filing customer cards with the draft information.
25. New construction from start to finish.
26. Perform any other related duties as required or assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others, plus 0 to 6 months related experience and/or training. Or equivalent combination of education and experience.
COMMUNICATION SKILLS
Ability to effectively communicate information and respond to questions in person-to person and small group situations with customers, clients, general public and other employees of the organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.
CRITICAL THINKING SKILLS
Ability to utilize common sense understanding in order to carry out written, oral or
diagrammed instructions. Ability to deal with problems involving several known
variables in situations of a routine nature.
SOFTWARE SKILLS REQUIRED
Basic: Contact Management, Spreadsheet, Word Processing/Typing
INITIATIVE AND INGENUITYPLANNING
Limited responsibility with regard to general assignments in planning time, method,
manner, and/or sequence of performance of own work operations
SUPERVISION RECEIVED
Under general supervision where standard practice enables the employee to proceed alone on routine work, referring all questionable cases to supervisor.
DECISION MAKING
Performs work operations which permit frequent opportunity for decision-making of minor importance and which would not only affect the operating efficiency of the individual involved, but would also affect the work operations of other employees and/or clientele to a slight degree.
MENTAL DEMAND
Moderate mental demand. Operations requiring almost continuous attention, but work is sufficiently repetitive that a habit cycle is formed; operations requiring intermittent directed thinking to determine or select materials, equipment or operations where variable sequences may be selected by the employee.
ANALYTICAL ABILITY / PROBLEM SOLVING
Moderately repetitive. Activities with slight variation using a definite set of processes or directions with some degree of supervision. Choice of learned things in situations which conform to clearly established patterns and modes.
RESPONSIBILITY FOR WORK OF OTHERSPLANNING
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring
and training employees; planning, assigning and directing work; appraising
performance, rewarding and disciplining employees; addressing complaints and
resolving problems.
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
Ordinarily has little, if any, association with funds, supplies, equipment or other
property where there would exist any appreciable opportunity for damage, misappropriation, or other monetary loss.
ACCURACY
Probable errors of internal scope should ordinarily be detected within the department or office in which they occur, but may affect the work of others within the unit, requiring
additional expenditure of time to trace errors and make all necessary corrections. Errors would require a moderate amount of time to correct.
FREEDOM TO ACT
Generally controlled. General processes covered by established policies and standards
with supervisory oversight.
ANNUAL MONETARY IMPACT
The amount of annual dollars generated based on the job’s essential duties /responsibilities. Examples would include direct dollar generation, departmental budget,
proper handling of organization funds, expense control, savings from new techniques or reduction in manpower. None. Job does not create any dollar monetary impact for the organization.
IMPACT ON END RESULTS
Modest impact. Job has some impact on the organizations end results, but still from an indirect level. Provides assistance and support services that facilitates decision making by others.
PUBLIC CONTACT
Regular contacts with patrons, either within the office or in the field. May also involve occasional self-initiated contacts to patrons. Lack of tact and judgment may result in a limited type of problem for the organization.
EMPLOYEE CONTACT
Contacts of considerable importance within the department or office, such as those required in coordination of effort, or frequent contacts with other departments or offices, generally in normal course of performing duties. Requires tact in discussing problems and presenting data and making recommendations, but responsibility for action and decision reverts to others.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, driver’s license/cdl, etc.)
WORKING CONDITIONS
Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
PHYSICAL ACTIVITIES T
he following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks. While performing the functions of this job, the employee is regularly required to talk or hear; frequently required to stand, walk, sit, use hands to finger, handle, or feel; and occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; and color vision.
ADDITIONAL INFORMATION
Accountabilities1. Available from 8:00 am to 4:45 pm as assigned by office manager.2. Post payments to the correct account. Must be accurate, conscientious, and dependable. Make and count back correct change to the customer.3. In dealing with customers on a daily basis, should be knowledgeable and stay informed about what is happening in the field.4. Must treat customers respectfully, both in person and on the telephone. Tact and diplomacy is needed to deal with disgruntled customers. Should have a broad knowledge of Utility policies to ensure that accurate information is given out.5. Bi-lingual is a plus. Team Accountabilities1. Must cooperate with the rest of the Office Team in ensuring work is done onschedule.2. Assist other Teams with information available on the computer.3. Perform all functions with care and accuracy to project the best image of the Utility and its employees.
Job Type: Full-time
Salary: $12.50 /hour
Required experience:
- 0 to 6 months related experience and/or training: 1 year
Required education:
- High school or equivalent
EmoticonEmoticon