High school diploma or GED; three years of customer service experience; or an equivalent combination of training and experience. Pre-employment drug testing, FBI criminal background check and education/degree verification required.
Under general supervision, performs work of routine difficulty in the more difficult and complex customer assistance duties; performs related work as required. Working knowledge of the principles and practices of customer service; of standard office practices and procedures. Ability to exercise tact and diplomacy in dealing with the public; to interact with a variety of people from different cultures and backgrounds and of varying ages; to perform mathematical calculations; to communicate effectively orally and in writing; to operate a personal computer and related software and other standard office equipment; to develop and maintain effective working relationships with internal and external customers. Duties include, but are not limited to, assisting with the billing and customer service sections within the Utilities Department; providing collection assistance to the account collector for past due, written-off and State Set Off accounts; assisting billing with their daily reports to ensure accurate weekly billing. Assist the Call Center with escalated calls and/or questions pertaining to customer accounts. Process and respond to customers requesting assistance with billing issues or account questions received through written correspondence or email. Provide assistance to the department manager and supervisor for performance monitoring and coaching. Perform other work as required. This position is part of an approved Career Development Plan (CDP) and offers career progression opportunities and salary incentives, as funding permits, based on performance, qualifications, and experience.
