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, payments, and service requests.

Receive payments and issue receipts for cash, check, credit card, and money order transactions.

Validate balances and reconcile receipts and other financial data daily.

Use utility billing software to assist customers with their account balances, water consumption, and initiation or termination of water service.

Generate, dispatch, and process water utility maintenance service orders, as needed.

Retrieve and open mail from the post office box and other drop box locations.

Maintain files and compile receipt reports.

Customer Service Representative II

Perform all duties of a Customer Service Representative I, as needed.

Communicate with customers by phone, mail, email, and in-person to resolve service problems, assist with payment issues, and answer utility questions.

Serve as the primary water utility agent for resolving customer-expressed water service problems.

Receive and post off-site payments and process mail payments for remote deposit.

Process requests for water service from home builders and contractors.

Customer Service Representative III

Perform all duties of a Customer Service Representative I and II, as needed.

Provide training and mentorship to CSR I and II employees, ensuring they understand their duties and perform them effectively.

Assist in conducting training sessions for new and existing staff.

Participate in quality assurance activities, including monitoring customer interactions and providing feedback for improvement.

Assist in the review process by evaluating the performance of CSRs and providing recommendations for improvement.

Begin training in basic billing and payment specialist functions as a backup.

Gain foundational knowledge of lead supervisory responsibilities to prepare for potential advancement.

Engage in process improvement initiatives, identifying areas for operational enhancements.

Assist in preparing and understanding reports on key performance metrics, discussing these metrics with supervisors and team members.

Collaborate with the team to implement changes that improve efficiency and customer satisfaction.

OTHER JOB RELATED DUTIES

Perform other job related duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Principles and practices of excellent customer service.

General office practices and procedures.

Utility billing systems and related software applications.

Basic accounting principles and financial reconciliation processes.

City, state, and federal regulations related to utility billing and collections.

Basic understanding of water and wastewater utility operations.

Skill to:

Communicate effectively and professionally with customers, both orally and in writing.

Analyze and resolve customer problems or complaints efficiently.

Perform mathematical computations and financial reconciliations accurately.

Operate a computer and various office equipment proficiently.

Maintain a high level of attention to detail and accuracy in all tasks.

Ability to:

Provide courteous and efficient customer service in high-pressure situations.

Interpret and apply policies, procedures, and regulations to varied situations.

Work independently and manage multiple priorities in a fast-paced environment.

Demonstrate a positive attitude and strong initiative.

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Customer Service Representative III

Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Experience and Training Guidelines:

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying. Knowledge, skills, and abilities may be obtained through:

Experience:

Customer Service Representative I

This is an entry-level position.

One (1) year of continuous customer service or clerical experience involving heavy public contact is preferred.

Customer Service Representative II

Two (2) years of continuous general clerical experience with heavy public contact is preferred.

Customer Service Representative III

Two (2) years of experience in the City of Abilene Water Utilities Office or similar experience and training is required.

Education/Training:

A high school diploma or GED is required.

License or Certificate:

A valid Texas driver’s license or the ability to obtain one within ninety (90) days of

employment or a military waiver is preferred.

Special Requirements:

Essential duties require the following physical skills and work environment:

Availability to work an 8-hour shift during normal business hours, and be on standby (on call) to work outside normal business hours, as needed.

With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:

___ Sedentary – lifting of no more than 10 pounds

_X_ Light – lifting no more than 20 pounds; carrying up to 10 pounds

___ Medium – lifting no more than 50 pounds; carrying up to 25 pounds

___ Heavy – lifting no more than 100 pounds; carrying up to 50 pounds

___ Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes: The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

Codes for how often:

N = No

E = Extensive (100 – 70% of the time)

M = Moderate (60 – 30% of the time)

I = Infrequent (20 – 10% of the time)

A = Almost Never (<10% of the time)

Code / Task

_M_ Standing

_M_ Sitting

_M_ Walking

_A_ Lifting

_M_ Carrying

_I_  Pushing/Pulling

_A_ Overhead Work

_M_ Fine Dexterity

_A_ Kneeling

_A_ Crouching

_A_ Crawling

_I_  Bending

_I__ Twisting

_I__ Climbing

_I__ Balancing

_E_ Vision

_E_ Hearing

_M_ Talking

___ Other:  _____________________