Senior Customer Service Clerk FLSA Status: Non-Exempt
General Definition of Work
Performs
difficult administrative support work assisting customers with initiating or
terminating services, coordinating customer service operations, receiving and
processing customer inquiries and complaints, preparing and maintaining
customer service records, preparing utility service billing, preparing account
adjustments, and related work as apparent or assigned. Work is performed under the moderate
supervision of the Customer Service Supervisor.
Qualification Requirements
To perform this job successfully, an individual must
be able to perform each essential function satisfactorily. The requirements listed below are
representative of the knowledge, skill and/or ability required and are not
necessarily actual functions of this position.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Essential Functions
Performs
duties in accordance with the City's keys to excellent customer service.
Collects
and processes various city revenue payments; prepares daily bank deposits.
Opens,
closes and transfers customer accounts; explains fees, charges and payment
procedures; creates report of delinquent accounts to be disconnected; prepares
work orders for new and discontinued service.
Enters
customer information into database and updates records as required.
Conducts
meter reading checks for over reads and errors; completes work orders;
processes new tap and meter change out paperwork.
Answers
telephones; receives and attempts to resolve customer complaints and service
requests.
Monitors
department radio; assists water and sewer department personnel; notifies
personnel of service check or repair orders.
Processes
business license applications; obtains appropriate approvals and issues
licenses; mails renewals, gross receipt letters, billing statements and late
notices.
Makes
account adjustments; adds penalties; processes high bill complaints.
Processes
direct debit payments; enters customer bank information and makes changes for
customers; enters all returns.
Prepares
and handles collection accounts; processes returned checks and ACH; prepares NC
Debt Setoff penalties, account receivable penalties and second notices; handles
bankruptcies.
Prepares
various reports; maintains files and records.
Assists
customers with selecting and using fiber to the home services and equipment.
Knowledge, Skills and Abilities
Thorough
knowledge of customer service procedures; thorough knowledge of the practices
and procedures of the utility office and billing procedures; thorough knowledge
of the fiber to the home services offered and equipment; general knowledge of
bookkeeping terminology and methods; general knowledge of standard office
procedures, practices and equipment; some knowledge of routine accounting
principles; ability to demonstrative equipment and services to customers;
ability to maintain financial records and to prepare reports and statements;
ability to make arithmetical computations quickly and accurately; ability to
post accounts with speed and accuracy; ability to efficiently operate various office machines; ability to establish
and maintain effective working relationships with associates and the general
public.
Education and Experience
High school
diploma or GED and moderate experience in customer service and/or clerical
work, or equivalent combination of education and experience.
Physical Requirements
This work
requires the occasional exertion of up to 10 pounds of force; work regularly
requires sitting and speaking or hearing, frequently requires using hands to
finger, handle or feel and occasionally requires standing, walking, reaching with
hands and arms and repetitive motions; work has standard vision requirements;
vocal communication is required for expressing or exchanging ideas by means of
the spoken word; hearing is required to perceive information at normal spoken
word levels; work requires preparing and analyzing written or computer data and
observing general surroundings and activities; work has no exposure to
environmental conditions; work is generally in a moderately noisy location
(e.g. business office, light traffic).
Special Requirements
Valid driver's
license in the State of