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Customer Services Representative I
Reports to: Assistant General Manger Supervisory Duties: None
PRINCIPAL PURPOSE OF JOB
Serves as the point of contact to facilitate customer transactions with the District by providing
information, responding to requests for service, handling customer complaints, and maintaining related records.
ESSENTIAL FUNCTIONS –Essential duties and responsibilities may include, but are not limited to, the following:
• Greet and direct public within office
• Answer calls on a multi-line telephone and answer customer account and water quality related questions
• Transfer calls to appropriate staff
• Process payments received in the mail, over the phone and from walk-in customers
• Balance cash drawer daily, safeguarding District cash receipts
• Provide customer support both via telephone, in writing, and in person
• Understand and effectively communicate the billing and collections process
• Manage customer accounts – create, update, and close accounts
• Process late fees and adjustments
• Contact customers on pending disconnect list to arrange payments
• Dispatch and coordinate service requests and disconnects with field staff
• Preparing mailings and billings to customers
• Maintain general and water system specific filing as necessary
• Perform required word processing
• Meeting place preparation
• Clerk to the Board duties as assigned
• Other related duties as assigned
Knowledge, Skills and Abilities:
Bondable
General understanding of water utilities
Demonstrated ability to understand and interpret rate schedules
Ability to comply with all PUD policies and procedures and maintain confidential information
Problem solving capabilities
Ability to work effectively with customers and co-workers
Demonstrated ability to effectively communicate, both written and verbal Demonstrated ability to work effectively with difficult customers
Ability to work with little to no supervision
Dependable with the ability to manage time efficiently and meet deadlines
Excellent Working Knowledge of MSOffice (Word, Excel, Access, Outlook, Publisher) Ability to work in a fast-paced, potentially stressful environment
Ability to become proficient in use of specialized utility software
Required or Preferred Education/Experience:
High school graduate or equivalent
Minimum one year experience in customer service/support field Familiarity with Springbrook Utility Billing a plus
Customer Services Representative II
Reports to: Assistant General Manger
Supervisory Duties: May perform Lead Worker Duties
PRINCIPAL PURPOSE OF JOB
Serves as the point of contact to facilitate customer transactions with the District by providing information, responding to requests for service, handling customer complaints, and maintaining related records.
ESSENTIAL FUNCTIONS –Essential duties and responsibilities may include, but are not limited to, the following:
• Greet and direct public within office
• Answer calls on a multi-line telephone and answer customer account and water quality related questions
• Transfer calls to appropriate staff
• Process payments received in the mail, over the phone and from walk-in customers
• Balance cash drawer daily, safeguarding District cash receipts
• Provide customer support both via telephone, in writing, and in person
• Understand and effectively communicate the billing and collections process
• Manage customer accounts – create, update, and close accounts
• Process late fees and adjustments
• Manage pending disconnect list and contact customers to arrange payments
• Dispatch and coordinate service requests and disconnects with field staff
• Preparing monthly billings to customers
• Maintain general and water system specific filing as necessary
• Perform required word processing
• Meeting place preparation
• Clerk to the Board duties as assigned
• Other related duties as assigned
Knowledge, Skills and Abilities:
Bondable
General understanding of water utilities
Demonstrated ability to understand and interpret rate schedules
Ability to comply with all PUD policies and procedures and maintain confidential information
Problem solving capabilities
Ability to work effectively with customers and co-workers
Demonstrated ability to effectively communicate, both written and verbal Demonstrated ability to work effectively with difficult customers
Ability to work with little to no supervision
Dependable with the ability to manage time efficiently and meet deadlines
Excellent Working Knowledge of MSOffice (Word, Excel, Access, Outlook, Publisher) Ability to work in a fast-paced, potentially stressful environment
Ability to become proficient in use of specialized utility software
Required or Preferred Education/Experience:
High school graduate or equivalent
Minimum two year experience in customer service/support field Familiarity with Springbrook Utility Billing
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