Customer Service Representative/Utility Clerk (Part Time)

<strong>Position Summary</strong><br />Incumbents in this position provide initial customer contact for the City of St. George and must possess high quality customer service skills as they provide organization-wide information and services. They are the main source of government information and non-emergency services for the City, providing information through pleasant, personal, verbal and written communication in a patient, positive, manner while demonstrating exceptional listening skills. Serves the public by connecting residents, business owners, and visitors with the information and people who can help them best. Also provides services related to receipting of payments and collection of past due accounts.<strong>Essential Functions</strong> (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics.  The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)<br /><ol><li>Responds to a high volume of customer inquiries, problems, and concerns by telephone and in person at the public counter to connect the public with organization-wide information and services or directs them to the person that can better assist the customer/citizen with their question or concern.</li><li>Answers incoming calls from the public, answers questions and provides information regarding City programs and services, special events, and other city-sponsored activities. </li><li>Resolve billing questions, rates, abnormal or erroneous readings, and requests for changes in services, connects, and disconnects. Assists public with questions and concerns related to billing process and procedures. </li><li>Receives payments from public for all utility bills. Issues receipts; and distributes to appropriate funds by accurately entering information into the cash receipting systems.</li><li>Determines deposit amount on new services. Balances amounts received from public or other departments daily.</li><li>Reviews and researches account histories to verify amounts due. Calculates balances due for customers’ partial payments or payment arrangements.</li><li>Calms irate and abusive customers. Responds to customer comments and complaints as rapidly as possible with correct information. May refer difficult situations to supervisors.</li><li>Responds to other agencies or organizations requesting credit rating information.</li><li>Coordinates with water and power service crews in connecting new utility services or terminating existing utility services.</li><li>Coordinates with City departments with service/work order requests and follow up with public with service requests.</li><li>Completes orders for changes to customer accounts and notes such changes on the computer database.</li><li>Calms irate and abusive customers who have had power or water services disconnected due to delinquency of payment or deposit requirements. Establishes a payment plan for such customers.  Corresponds with service crews to reconnect upon receipt of payment or acceptable payment arrangements.</li><li>Alerts management to apparent computer system problems by noting discrepancies in utility records.</li><li>May be assigned lead responsibility for a particular, more detailed function relative to customer service such as new services, maintenance of filing or tracking systems for service, payment arrangements, etc.</li><li>May use additional computer programs to compute interest on deposit refunds, post payments to individual utility accounts, and update database programs.</li><li>Maintains filing system of applications, work orders, customer correspondence, and other office documents.</li><li>Resolves problems or discrepancies in customer’s accounts.</li><li>Performs other related duties as required.</li></ol> <br /><strong>Typical Physical/Mental Demands/Working Conditions</strong>Typical office environment dealing with external customers (face-to-face, by telephone, or otherwise).   Exerts up to 20 pounds of force occasionally and /or 10 pounds of force frequently.  Sitting or standing for extended periods while assisting customers and while operating assigned office equipment.  Considerable exposure to stress as a result of human behavior, including dealing with unpleasant, angry, or discourteous individuals as part of the job requirements.<strong>Qualifications</strong><br /><strong>Education</strong>: High school diploma or equivalent.<br /><strong>Experience:</strong> Minimum of two (2) year full time paid customer service experience related to the duties listed for this position.<br /><strong> </strong>One (1) year full time cashiering/cash handling and balancingexperience is preferred; and<br /> one (1) year professional, in-bound phone customer service experience is preferred.<strong>Knowledge, Skills, and Abilities</strong><br /><strong>Knowledge of:</strong><br /><ul><li>City policies and procedures governing utility payments.</li><li>Cash handling and balancing procedures.</li><li>Principles and processes of providing customer service.</li><li>Basic procedures of record and bookkeeping.</li><li>Google G Suite and Microsoft Office applications, including Word and Excel.</li><li>Correct English usage, spelling, punctuation, and grammar.</li><li>Knowledge of standard office practices and procedures.</li></ul> <br /><strong>Skills in:</strong><br /><ul><li>Self-motivated, proactive, and forward-thinking.</li><li>Cash handling operations and procedures.</li><li>Excellent Customer Service skills and an interest in public service.</li><li>Exceptional multi-tasking, detail-oriented, and organizational skills.</li></ul> <br /><strong>Ability to:</strong><br /><ul><li>Provide pleasant, personal, verbal and written communication in a patient, positive, manner while demonstrating exceptional listening skills.</li><li>Establish and maintain effective working relationships.</li><li>Type 40 words per minute.</li><li>Use a personal computer, calculator, cash drawer, postage meter, copy machine, and telephone.</li><li>Effectively communicate with citizens, including ability to elicit information from upset and irate citizens.</li><li>Exercise good judgment and make sound decisions.</li><li>Perform math calculations accurately.</li><li>Research data.</li><li>Understand and follow oral and written instructions.</li><li>Communicate effectively, clearly, and concisely, both verbally and orally.</li><li>Establish and maintain cooperative working relationships with supervisors, co-workers, and those contacted in the course of work.</li><li>Perform duties efficiently and accurately at all times especially during pressured and stressful situations.</li><li>Maintain confidentiality of information obtained through work.</li></ul>