Customer Service Specialist II (Meter Operations)

This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment.

SUMMARY:
The Customer Service Specialist 2 receives handles, issues and accounts for coin, currency, cash and credit payments in large volume. The Customer Service Specialist responds to customer requests and complaints and collects delinquent bills by performing records research and responding to routine customer requests. ESSENTIAL JOB FUNCTIONS:
Interact with customers in-person, by phone, email and chat. Answer routine customer requests and complaints for service and billing. Administer establishment and termination of water services. Follow cash handling procedures for all payment types. Adjust bills or grant payment extensions. Verify accuracy of account files. Manage account investigations (delinquent, illegal usage, etc.). Follow security and safety policies and procedures in carrying out work duties. Work various shifts including weekends. Provide on the job training.

RELATED JOB FUNCTIONS:
Schedule meter read appointments. Maintain chronological records of events and account activities. Administer customer applications and payment histories. Recommend improvements in policy, processes, equipment, methods and procedures. Perform related work duties as assigned. REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

KNOWLEDGE OF :

• Customer service
• Cash handling, recordkeeping, and accounting activities
• Spreadsheet creation
• Confidentiality policies and procedures
• Basic accounting principles
• Mathematical and statistical analysis
• Customer relations management
• Data investigation and monitoring
• Expert use of job-specific information systems
• Project Management
• Business Writing
• Billing, collections and customer service best practices

SKILL TO :

• Articulate professionally with customers in person, by phone and e-mail
• Use advanced technology
• Perform cashiering operations with all payment types
• Detect irregularities, forgeries or counterfeits in currency and other forms of payment
• Sort cash and balance transactions
• Prepare receipts and financial records
• Adjust accounts following unit procedures
• Manage difficult customer relations scenarios
• Record and maintain procedures
• Recognize data trends among accounts
• Negotiate in complex situations
• Conduct internal investigations of complaints and billing issues
• Analyze trending data, create reports and explain findings
• Recognize continuous improvement opportunities for divisional areas
• Obtain information and cooperation in sensitive and probing customer contacts

ABILITY TO :

• Work effectively in a team-based, flexible workforce with minimal supervision
• Accurately account for and handle cash, checks and credit payments
• Service customers in a professional manner
• Maintain regular and reliable attendance
• Communicate effectively, both verbally and in writing
• Understand and follow verbal and written instructions
• Establish and maintain effective working relationships with others
• Communicate frequently with team members and other units across the Department about processes, equipment or potential problems
• Develop proficiency in unit specific operations and software
• Direct team activities or to work as team member
• Maintain records such as journals, general and subsidiary ledgers, registers or other auxiliary records
• Provide on the job training
• Attend customer service training sessions
• Interact with customers in person, by phone and email
• Answer routine customer requests and complaints for service and billing
• Research departmental records for information related to account status inquires
• Schedule meter read appointments
• Perform pre-bill edits and quality assurance/quality control for meter reads
• Comprehend billing and customer payment policies, procedures and information systems
• Administer customer applications and payment histories
• Refer investigations to appropriate units for action
• Follow cash handling procedures for all payment types
• Handle monies quickly and accurately
• Complete mandatory training requirements
• Follow security and safety policies and procedures in carrying out work duties
• Perform work related duties as assigned
• Administer service establishment and termination
• Adjust bills
• Maintain chronological records of events and account activities
• Verify accuracy of account files
• Perform account analysis, transfers, corrections and adjustments
• Manage account investigations (delinquent, illegal usage, etc.)
• Compile investigation results and prepare routine statistical reports
• Handle disputes and other correspondences

REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)

• Associates degree or equivalent coursework, with specialization in Public Administration, Business Administration, Management, Accounting, Human Resources, Finance or a related field preferred.

OR

• High School degree and two (2) years high volume customer service experience

ESSENTIAL REQUIREMENTS

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

This position may require sitting and standing for prolonged periods of time, light to moderate lifting, reaching, pulling, and carrying. Manual dexterity and audiovisual/linguistic acuity is required.

Environmental Working Requirements :
Work may be physically performed in, but not limited to, an office environment, in the field, in public settings or from employees home office, with exposure to computer screens and noise.

OTHER REQUIREMENTS
Valid Michigan Drivers License

The above statements describe the general nature and level of work performed by employees assigned to the class. Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification. Specific job duties may vary from position to position. Employees in this class are required to undergo alcohol and drug screening and are subject to a criminal background investigation.