Customer Service Representative

Primary Purpose of Job
The primary purpose of this position is to provide customer service in the collection of payments received by mail, phone, or in person, to assist customers with utility services, and to respond to routine questions by customers about utility services and payment.

Under the direct supervision of the Budget/Treasury Officer, the employee works independently on assigned duties and responsibilities.
Essential Duties and Responsibilities
Serves as the primary, initial contact at the front counter of the payment office
Processes enters payments received by mail, email, phone, or in person
Processes applications and work orders for utility accounts
Receives and responds to routine customer questions or problems but refers more complicated or controversial issues to Senior Customer Service Representative or the Budget/Treasury Officer
Performs daily cash reconciliation and balancing
Updates credit card information for utility and harbor accounts
Provides information related to ambiguous and unreadable payments to Senior Customer Service Representative for response
Performs other duties as assignedKnowledge of:
General office practices and procedures

Skills In:

Operating a personal computer using standard software, such as Word, Excel, and Outlook, and customized financial, accounting, and auditing software
Organizing, maintaining, and managing a wide variety of records and files, including financial and legal records, both in paper and electronic form
Prioritizing work while focusing on multiple tasks that require meticulous attention to detail
Providing customer service including answering questions, handling payments, and dealing with routine problems

Ability to:
Recognize and maintain confidential information
Produce high quality work that has been self-reviewed for accuracy
Work independently based on general instruction and in compliance with policies and procedures
Communicate effectively with others, both orally and in writing, using both technical and non-technical language
Understand and follow oral and written policies, procedures and instructions
Use logical and creative thought processes to develop solutions according to written specifications and oral instructions
Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines
Quickly learn and put to use newly acquired skills and knowledge

Minimum Qualifications
High school diploma or GED; and
One year of experience in customer service, bookkeeping, or cash handling; or
Any equivalent combination of experience, education, and training which provides the knowledge, skills, and abilities necessary to perform the work
Other Job Requirements or Expectations
None

Working Conditions:
General office setting

Specific Physical Requirements:
Operating office equipment requiring repetitive hand movement and fine coordination using a computer and keyboard on a daily basis
Stand or sit for prolonged periods of time either in front of computer
Occasional bending, climbing, stooping, reaching, and twisting
Occasionally lift, carry, push, or pull objects up 50 pounds with or without the assistance of proper equipment

General Physical Requirements:
Sufficient clarity of speech and hearing or other communication capabilities which permits the employee to communicate well with other employees and the general public
Sufficient vision or other powers of observation which permits the employee to use a computer screen and process numeric data
Sufficient manual dexterity which permits the employee to operate a computer keyboard and access files
Sufficient personal mobility and physical reflexes which permits the employee to move about in an office environment