Customer Service Representative

JOB SUMMARY

Provides quality customer service to Greenville Water consumers and performs routine bookkeeping, collects and processes customer payments with accuracy in a timely manner.

ESSENTIAL JOB FUNCTIONS:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Receives and responds to customer interactions via the telephone, email, internet, or in person in a professional, prompt, courteous, accurate manner while recording a brief overview of communication.
• Investigates and resolves customer complaints to determine validity and corrective action to be implemented; reports complex issues to supervisor; and if follow-up is required, it is done within the timeframe committed to the customer.
• Performs a variety of routine cashiering tasks, such as setting up and balancing cash drawers, processing payments, posting payments to accounts, updating account information, etc.
• Processes payments; receives monies; records transactions; balances cash and forwards revenues as appropriate.
• Develops a rapport with internal/external customers; greets using a person's name; and demonstrates account ownership.
• Researches accounts; determines adjustments according to established rules and procedures; notifies customers of deposits due and of payment discrepancies as necessary; posts time extensions for payments.
• Receives and processes applications and work orders for services; determines deposit amounts and enters information on automated work order program.
• Prepares billing adjustments, credits, debits and transfers on automated adjustment program.
• Enters accurate customer information into computer systems.
• Provides training to new and existing employees.
• Performs routine clerical work, including but not limited to compiling data for reports, typing reports and correspondence, copying and filing documents, entering computer data, answering the telephone, etc.
• Interacts and communicates with various groups and individuals such as the immediate supervisor, other department supervisors and employees, customers, and the general public.

ADDITIONAL JOB FUNCTIONS:

• Relieves receptionist as needed.
• Performs related duties as required.

MINIMUM QUALIFICATIONS:

A High School Diploma or GED, supplemented by one (1) year of experience in customer service or related field, is required; or possession of any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

PERFORMANCE APTITUDES:

Data Utilization:

Requires the ability to determine, calculate, tabulate, or summarize data/information. Includes performing subsequent actions in relation to these computational operations.

Human Interaction:

Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization:

Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. Operates a personal computer, general office, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.

Verbal Aptitude:

Requires the ability to utilize a wide variety of reference and descriptive data and information.

Mathematical Aptitude:

Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning:

Requires the ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.

Situational Reasoning:

Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.

ADA COMPLIANCE:

Physical Ability:

Tasks require the ability to perform sedentary work, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, reach, walk, finger, grasp, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Tasks require the ability to express or exchange ideas by means of the spoken word, and engage in those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.

Tasks require the ability to perceive the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.

Sensory Requirements:

The visual acuity requirements include color, depth perception, and field of vision.

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned (i.e., custodial, food services, general labor, etc.) or to make general observations of facilities or structures (i.e., security guard, inspection, etc.).

Environmental Factors:

Essential functions are regularly performed in a typical office setting without exposure to adverse environmental conditions.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Greenville Water is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Greenville Water will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.