Utility Customer Service Representative Job at City of Vancouver
Salary Range
4,391.00 - 5,611.00
Job Summary
The purpose of this position is to serve as the first point of contact for walk-in and telephone customer service interactions for utility and public works inquiries. Provide account management services by researching account information and educating customer on utility billing procedures and policies, taking ownership of requests for service, and managing customer complaints to resolution in a positive manner. Perform a wide variety of responsible clerical work, cash handling, dispatch, and customer service-related office duties.
This is a full-time, regular, non-exempt position covered by the provisions of an agreement between the City and the OPEIU union. The schedule for this position is M-F, 8:00am to 5:00pm or M-F, 8:15am to 5:15pm.
This posting will remain open until the posted closing date or until 250 applications have been received, whichever is sooner.
Job Details
Essential Functions:
- Provide general information and assistance on the telephone and in-person to citizens with inquiries and complaints. Advise customers of fees, services, and billing procedures. Perform utility account management duties, including identifying customer questions, concerns, and issues; prepare service requests; research account information; communicate results, educate customers and take ownership of providing solutions. Refer calls or complex issues to appropriate department and/or City personnel if needed.
- Answer phone calls on Public Works matters. Request basic information from callers to determine nature of call, location of the problem, type of action, department and equipment required; provide information or refer callers as appropriate. Evaluate extent of emergencies and types of personnel and equipment needed. Refer to manual to determine appropriate course of action; utilize road and street atlas to pinpoint inquiry or emergency areas and give precise directions to Public Works personnel. Dispatch Public Works crews.
- Cashier, process payments, and receipt funds for City of Vancouver. Maintain cash drawer, complete balancing process at close of business each day and comply with established cashiering practices in accordance with the Cash Handler’s Manual.
- Process utility account adjustments to correct bills and payments and verify payment of bills and current service status. Authorize credit extensions for customers with past due bills, and perform credit and collection duties.
- Perform general clerical work and customer service-related office duties; schedule appointments, sort and distribute incoming mail, organize and maintain disc and on-line data storage and filing systems, and type and proofread a variety of documents and correspondence.
- Assist with special projects as required.
- Perform related duties and responsibilities as required.
Qualifications
Experience and Education
- One year of customer service experience including the maintenance of customer or other formal records and/or cashiering.
- Account management and/or service/call center experience is desirable.
- Equivalent to a HS diploma/GED.
Computer Skills
- Intermediate data entry skills with automated database systems, including 10key by touch; experience customer information systems preferred;
- Intermediate skills in Microsoft Word, Excel, Outlook, Internet.
Knowledge
- Customer service techniques
- Principles and practices of account management
- Principles of mathematics
- Principles and procedures of cash handling
- Record keeping, cashiering and balancing procedures
- Principles and procedures of file management and record keeping
- Modern office practices, procedures and equipment
- English usage, grammar and punctuation
- Business letter writing and report preparation
Abilities
- Multi-task in a fast-paced environment
- Work with a diverse customer base
- Provide assistance and solve problems for citizens with inquiries and complaints, including handling and defusing hostile situations
- Communicate clearly and concisely, both orally and in writing, to varied audiences including both internal and external customers
- Apply knowledge of customer service and general office practices
- Perform research on customer payments and/or accounts using financial and database systems
- Learn and correctly interpret and apply policies and procedures
- Exercise judgment and maintain a high degree of confidentiality
- Accurately type at a speed necessary for successful job performance
- Understand and carry out oral and written directions
- Work independently without need for detailed oversight and review
- Operate a personal computer and appropriate software
- Work in a manner consistent with the City of Vancouver’s Operating Principles
- Work and act as a team player in all interactions with other City employees
- Provide a high level of customer service at all times
- Project and maintain a positive image with those contacted in the course of work
- Develop and maintain collaborative and respectful working relationships with team members and others
- Consistently provide quality service
- Maintain regular and dependable attendance
This position is subject to successful completion of a pre-employment reference check, a basic criminal background check and a credit check.
Job Posting End Date
January 18, 2023
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