Customer Service Representative - Utility Billing

Under close supervision, provides professional customer service to Town of Fairview residents, processes incoming utility billing payments, maintains utility accounts, posts past due penalties, processes new service orders.  Completes research on challenged utility accounts and provides resolution for customers within Town of Fairview policy. Receives and processes commercial and residential payments for all Town related permits. Cross trained to cover CSR-Permits and performs other related duties.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required.  The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Provides professional customer service to Town of Fairview consumers; responds professionally to consumer questions, problems and complaints relating to Utility Billing and Permits. 
• Completes applications for service, creates new accounts, orders utility service required, ensures letter of credit, deposits and required documents are received. 
• Receives and processes utility payments in person and via phone, bank draft and website from consumers; receives and records sums of money and gives change.
• Reviews meter reading registers, orders service check as indicated, process late fee posting; posts adjustments to customer accounts or refers them to supervisory personnel as required by established policy. Reviews billing, meter reading reports and completion of work orders after service is completed, enters new meter into billing system and completion of meter exchange work orders.
• Receives and process commercial and residential payments for all Town related permits, utility service, water payments, impact fees and other miscellaneous payments and charges as needed.
• Compiles, computes, and generates data for routine monthly reports as instructed; performs general clerical duties including, but not limited to typing, filing, 10-key, data entry, money collection, and record-keeping; opens and distributes mail and delivers documents, correspondence, and other materials.
• Back up CSR-Permits daily and crossed trained to back-up when person is at lunch or absent.  
• Stays abreast of new trends and innovations in the field of Customer Service.
• Maintains absolute confidentiality of work-related issues and Town of Fairview information; performs other duties and responsibilities as assigned.

Education, Training and Experience

High School Diploma or GED equivalent; AND two (2) years customer service experience required, or an equivalent combination of training and experience.

• Town organization, operations, policies and procedures.
• Principles and practices of professional customer service.
• Federal and State regulations governing public utility billing and collection.
• Methods, procedures, and standards for maintaining consumer account records.
• Principles and practices of management, organization and administration.
• General office practices and equipment.

Required Skill in:

• Processing and coordinating utility billing, payments and work orders.
• Checking information for accuracy, completeness, and adherence to requirements. 
• Performing computations such as addition, subtraction, multiplication, and division correctly.
• Assuring compliance with regulations governing public utility operations.
• Displaying understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others; interacting with people of different social, economic, and ethnic backgrounds. 
• Working and communicating with clients and customers to satisfy their expectations; establishing and maintaining effective working relationships with co-workers, customers, and the general public. 
• Operating a personal computer utilizing standard and specialized software.
• Effective verbal and written communication.

Physical Demands and Working Environment

Work is performed indoors in an office setting.  Work is sedentary requiring the ability to remain in a stationary position most of the time. Ability to operate a computer and other office productivity machinery is required.  Repetitive finger movement, repetitive twisting or pressure involving wrists or hands is required. Frequently communicates with residents or coworkers and must be able to exchange accurate information in these situations. Occasionally moves about inside the office to access file cabinets, office machinery, etc.