Customer Service - Billing & Collection - Customer Service Representative I/II/III - Utility Billing

Job description

GENERAL DESCRIPTION: Under general supervision of the Supervisor III – Customer Service, the Customer Service Representative (CSR) performs a variety of customer service duties to answer and resolve water utility customer inquiries, concerns, and complaints. Work involves direct and indirect communication with external and internal customers through in-person meetings, phone calls, mail, email, service orders, and other mediums. Additionally, work includes processing orders, handling payments, generating bills, and completing reports. The CSR I focuses on cashiering and basic customer service functions in the lobby, the CSR II handles advanced customer interactions primarily through the ACD call center, and the CSR III serves as a comprehensive customer service specialist with additional responsibilities in training, mentoring, and quality assurance. Work is performed under general supervision within established policies and procedures. SUPERVISION EXERCISED: This position does not exercise direct supervision over other employees. IMPORTANT AND ESSENTIAL DUTIES: Customer Service Representative I: Communicate with walk-in customers and provide assistance with account inquiries, paym...