Job Description

Posting number: 01357

Department: Customer Service

Job classification: Senior Customer Service Clerk

Posting type: Open

Categories: Clerical & Data Entry, Accounting and Finance, Customer Service

Summary

Under minimum supervision, the Senior Customer Service Clerk performs clerical and public contact work in assisting customers with matters involving their utility accounts; may be required to relieve or assist cashiers or perform other duties in other areas of activities within the Customer Service Department.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Examples of duties

• Interviews applicants to obtain pertinent information necessary for opening utility accounts and fills out applications and contract forms and other required forms of the Customer Service Department
• Evaluates customer complaints and takes appropriate action to resolve routine questions and problems that involve adjusting bills, correcting erroneous billings, applying deposits or transfer balances
• Reviews files and other records to clarify and explain customer billing or account balances to customers
• Types corrected bills, correspondence and other written materials
• Writes and types correspondence to customers to explain adjustments, changes, and other information relative to the accounts
• Completes form letters to customers to explain adjustments and other information relative to the accounts
• Talks with customer by telephone or in person and receives orders for installations, disconnects or changes in service, change of address or other information relative to the account and writes up appropriate forms.
• Responds to inquiries from customers in clear, simple, grammatically correct manner; maintains daily logs related to customer visits, telephone assistance rendered and work in process.
• Refers to supervisor all non-routine problems; resolves most questions and problems and refers only the most complex issues to higher levels
• Serves as a resource to junior clerks in the resolution of complex problems and issues; may assist in orienting, training, assigning and checking the work of lower level employees

Qualifications

• Thorough knowledge of modern office practices and procedures and of business English, spelling and mathematics
• Considerable knowledge of standard office practices and procedures
• Ability to keep records of cash received and to prepare a variety of routine reports on such transactions
• Ability to express oneself orally and in writing in a clear and concise manner
• Ability to follow moderately complex written and oral instructions
• Ability to keep moderately complex records and to prepare reports
• Ability to plan, assign and supervise the work of a small number of subordinate clerical employees
• Ability to establish and maintain effective working relationships with all persons contacted in the course of work
• Ability to work with and for the general public
• Ability to deal with irate customers in explaining and satisfactorily settling disputes or misunderstood matters concerning electric/water bills
• Ability to type a minimum of 50 words per minute
• High degree of initiative and dependability
• Thorough knowledge of the method and equipment used in data entry and computer utilization
• Skills in operating adding machines and other mechanical office aids
• Ability to plan work and carry through to completion without close supervision
• Ability to interpret and explain rules and regulations governing customer billing procedures

Supplemental information

Graduation from high school and five years of progressively responsible office experience including public contact work; three years of which must have involved full time public contact duties.