Customer Service Representative / Water Business Office

Athens Clarke County; Athens (GA); On-site; USD 32,000 - 42,000; Full time

Job summary

Athens-Clarke County Government seeks a Customer Service Representative to support water and sewer account customers, perform bookkeeping, and handle payments and deposits. Strong clerical and interpersonal skills are essential for accurate recordkeeping and customer interactions.

The role requires a high school diploma or equivalent plus experience in customer service, cash handling and billing procedures; a valid driver’s license is required and bilingual Spanish is preferred.

Qualifications

• High school diploma or equivalent with one year of customer service experience or related work.
• Experience with cash handling, billing procedures, and issuing adjustments is preferred.
• Valid driver’s license required; bilingual Spanish preferred.

Responsibilities

• Serve customers by providing information on water and sewer billing policies, charges and procedures.
• Collect payments via in person/electronic/mail; balance daily receipts and prepare deposits.
• Resolve billing problems; arrange credits or adjustments and correct records as needed.
• Open/close/transfer accounts; establish new accounts and process final billings.

Skills

Customer service

Cash handling

Billing procedures

Communication

Vehicle operation

Education

High school diploma or equivalent

Job description

REPORTS TO:Customer Service Supervisor

FLSA STATUS: Non-Exempt

CLASSIFICATION: Personnel System - Requires satisfactory completion of a six-month probationary period

PAY GRADE: 110

SAFETY SENSITIVE: No

Purpose of Job

The purpose of this job is to perform administrative/clerical functions associated with receiving account payments and providing information/service to water and sewer account customers. Duties and responsibilities include, but are not limited to, performing bookkeeping and customer service tasks; opening/closing/transferring customer accounts; providing assistance and information to customers; resolving problems and correcting records; processing account billings; receiving payments and applying to accounts; balancing daily receipts; preparing bank deposits; serving as a liaison for stormwater and solid waste customers, and performing additional tasks as assigned.

Job Related Requirements

Work Schedule: Monday - Friday 8:00 am - 5:00 pm occasionally 8:00 am - 6:00 pm on Wednesdays. Mandatory overtime may be requested on occasion.

May be required to work on religious holidays.

Regular and predictable attendance is required.

Must work cooperatively with others.

When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle andmust abide by ACC's safe driving policy.

High school diploma or equivalent with one year of experience involving customer service, cash handling, issuingadjustments and billing procedures or related experience required; or any equivalent combination of education,training, and experience which provides the requisite knowledge, skills, and abilities for this position. Valid driver's license required.

Bilingual Spanish speaker preferred.

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Otherduties may be required and assigned.

• Serves customers by providing information regarding water and sewer system billing policies, procedures, and charges.
• Collects payments from customers via various methods (ie in person, electronically, mail, etc.); applies payments to proper account; balances monies received daily to a auto generated edit list; locates and resolves any discrepancies; prepares daily cash and check collections for bank deposit.
• Resolves customer billing problems; arranges for credits or adjustments as appropriate; makes corrections to accountfiles.
• Establishes new accounts; closes accounts; transfers accounts as requested; processes final account billings.
• Processes requests for adjustments to bills based on outdoor summer use or underground leaks; calculatesconsumption averages for leak adjustments.
• Calculates structured payment plans; prepares payment agreements for customer signature; maintains calendar of delinquencies and customer payment agreements.
• Coordinates information with Field Customer Service Representatives for processing delinquent accounts andpayment plans.
• Issue and update service orders to schedule service, including meter re-checks, repairs, replacements, changeouts,adjustments, new service, or disconnections.
• Coordinates information with Water Service Technicians regarding proper locations and types of service.
• Work with WBO team and other departments to find appropriate solutions to problems.
• Inform customers about additional services that would possibly enhance customer experience.
• Issues appropriate paperwork for garbage stickers and bags; collects money; posts to accounts; forwards paperworkto Solid Waste Department.
• Assist in set up of refuse accounts; provides information on refuse services; collects refuse deposits.
• Receives, opens, sorts and processes incoming mail; determines routing and distributes as appropriate; preparesoutgoing mail.
• Prepares and/or receives various forms, work orders, reports, correspondence and other documents; reviews,completes, processes and forwards as appropriate.
• Greets visitors, ascertains nature of business, assists and/or directs visitors to appropriate person.
• Answers the telephone; provides information; takes and relays messages and/or directs calls to appropriatepersonnel; returns calls as necessary.
• Responds to routine requests for information from officials, employees, members of the staff, the public or otherindividuals.
• Upholds customer confidentiality, especially regarding financial matters and identity.
• Performs other duties as assigned.

Knowledge, Skills and Abilities

• Knowledge of the policies, procedures, and activities of the Public Utilities Department as they pertain to theperformance of duties relating to the position of Customer Service Representative.
• Knowledge of the terminology used within the department.
• Knowledge of unified government and departmental policies and procedures pertaining to water billing.
• Knowledge of computerized water billing systems, and water rates, sewer rates and water meter construction fees.
• Knowledge of general office procedures, bookkeeping practices, and maintaining accurate accounts.
• Skill in oral and written communications.
• Skill in utilizing various software programs relevant to the position.
• Ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effectivemanner and according to departmental and/or governmental regulations.
• Ability to communicate effectively with supervisors and other staff members.
• Ability to use independent judgment in routine and non-routine situations.
• Ability to handle required mathematical calculations.
• Ability to utilize and understand computer applications and techniques as necessary in the completion of dailyassignments.
• Ability to plan, organize and/or prioritize daily assignments and work activities.
• Ability to comprehend and apply regulations and procedures of the department.
• Ability to operate various machinery and office equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.

(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED

TO PERFORM ESSENTIAL JOB FUNCTIONS

PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone. This position requires: walking, standing, bending, stooping, pushing, pulling, lifting, fingering, grasping, feeling, seeing, talking, hearing, and repetitive motions. Must be able to exert up to 10 pounds of force occasionally. Physical demand requirements are at levels of those for sedentary work.

DATA CONCEPTION:Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.

INTERPERSONAL COMMUNICATION: Requires the ability to hear, speak and/or signal people to convey orexchange information. Includes giving/receiving assignments and/or directions to/from co-workers, assistants or supervisors.

LANGUAGE ABILITY: Requires ability to read a variety of informational documentation, directions, instructions,methods and procedures. Requires the ability to prepare letters, reports, forms, etc., using prescribed formats andconforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak to individuals withpoise, voice control, and confidence.

INTELLIGENCE: Requires the ability to learn and understand relatively basic principles and techniques; toacquire and be able to expound on knowledge of topics related to primary occupation; and to make independentjudgment in the absence of management.

VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to followoral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrative,technical or professional languages including terminology related to public utilities, bookkeeping, and radio dispatching.

NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiplyand divide; determine percentages; compute discount/interest; perform calculations involving variables, formulas,square roots, and polynomials.

FORM/SPATIAL APTITUDE:Requires the ability to inspect items for proper length, width, and shape, visuallywith a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator,copier, mail opening machine, two-way radio, and telephone.

MOTOR COORDINATION: Requires the ability to coordinate hands, fingers, and eyes accurately in using officeequipment. Requires the ability to use the keyboard, lift, bend, push, and pull objects or materials using body partsas the position necessitates.

MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipment,office supplies, computer supplies, and accounting supplies. Must have minimal levels of eye/hand/footcoordination.

COLOR DISCRIMINATION: Requires the ability to differentiate between colors and shades of color.

INTERPERSONAL TEMPERAMENT: Requires the ability to deal with people beyond giving and receivinginstructions. Must be adaptable to performing under minimal stress when confronted with an emergency.

PHYSICAL COMMUNICATION: Requires the ability to talk and/or hear: (Talking - expressing or exchanging ideas by means of spoken words). (Hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone and two-way radio.

ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ACCGov is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact Leah Jagatic, HR Coordinator, Human Resources, 762-400-6370 or leah.jagatic