(1) Customer Service Rep I

City of Bentonville; Bentonville (AR); On-site; USD 30,000 - 45,000; Full time

Job summary

A municipal utility service provider in Bentonville is seeking a utility account representative to manage customer accounts for electric, water, sewer, and refuse services. Responsibilities include processing payments, providing customer service, and handling inquiries regarding utility services. The ideal candidate has a high school diploma, strong communication skills, and proficiency in software like Microsoft Office. This role requires strong customer service abilities to effectively assist approximately 30,000 utility clients.

Qualifications

• High school diploma or GED required.
• Ability to read and interpret documents and write reports.
• Demonstrated computer skills in various software.

Responsibilities

• Provide customer service to utility customers.
• Process payments and manage utility accounts.
• Research and resolve customer inquiries and complaints.

Skills

Customer service

Account management

Communication

Mathematical skills

Computer literacy

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Safety/Security Status: None

SUMMARY

Performs utility account (electric, water, sewer and refuse) maintenance and research; processes all types of payments for utility service and general government; communicates with the public by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Participates in the provision of customer service to approximately 30,000 combined utility customers, answering approximately 59,000 phone calls a year and processing of approximately $129,000,000 in utility and general City payments each year.
• Accepts, enters and balances payments and deposits monies.
• Enters information in billing software.
• Answers phone, email, and in-person inquiries about utility accounts and general City information.
• Operates and uses imaging software for archiving and research.
• Researches customer complaints and comments, then communicates results to the customer.
• Researches customer payments and determines if a payment has been misapplied.
• Set‑up, transfer and terminate utility services.
• Notate accounts with pertinent information.
• Review accounts to ensure qualified for extensions upon customer request and grant or deny extensions based on City policy.
• Prepare adjustments to utility accounts.
• Communicate by radio, in person, by phone and email with staff and customers.
• Operates office machines.
• Works in a safe manner.
• Maintains various files.
• Prepare various forms.
• Process returned mail.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS

Must have demonstrated skills in Microsoft Word, Excel, Outlook or other similar software and have the ability to learn and operate in a variety of software programs.

CERTIFICATES, LICENSES, REGISTRATIONS

Must be able to be bonded in the State of Arkansas.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.