Utilities Customer Service Representative I

City of Clarksville; Clarksville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

City of Clarksville is seeking an entry-level Utilities Customer Service representative to assist gas, water, and sewer customers, enter and retrieve data, and maintain related records. You will respond to questions, explain services and fees, process service changes, balance cash receipts, and help schedule orders.

This role emphasizes accuracy, courtesy, and teamwork in a public-facing municipal department.

Qualifications

• High school graduate or equivalent.
• 3 years of clerical, accounting, or customer service experience.
• Experience with paying bills, service changes, and basic billing routines is a plus.
• Ability to handle cash and balance receipts.

Responsibilities

• Provide access for customers to pay bills and manage accounts.
• Respond to inquiries with information on services, billing, and fees.
• Process and record basic accounting transactions and balance cash receipts.
• Perform clerical duties including filing, mailing, and data entry.
• Process service changes and dispatch service orders.
• Prepare routine logs and reports.

Skills

Customer service

Data entry

Cash handling

Communication skills

Recordkeeping

Computer literacy

Education

High school diploma or equivalent

Tools

CGW billing software

Job description

GENERAL STATEMENT OF JOB

This is the first of five levels in the Utilities Customer Service series. This is an entry-level position where incumbents provide customer service regarding gas, water, and/or sewer accounts and enter, retrieve, and maintain related data. Responsibilities may include responding to questions; providing information on multiple available services and related fees; retrieving data from electronic and physical records; establishing and closing customer accounts; entering transactions; collecting a variety of fees; processing service changes and related transactions; balancing cash receipts; preparing, dispatching, and scheduling service orders; and completing related clerical tasks.

SPECIFIC DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS:

1. Provides a point of access for Gas and Water customers to pay bills, connect and disconnect services, and manage their accounts.

2. Provides accurate, detailed and timely responses to inquiries from the general public, to include gas, water and/or sewer customers, with a variety of information, which includes responding to questions regarding new customer connects or disconnects, providing information on multiple services, billing, and related fees, and collecting fees, while developing and sustaining customer relationships by maintaining a friendly, professional, and courteous demeanor to provide proactive customer service at all times.

3. Processes and records a variety of basic accounting transactions based within CGW billing rates and software, which includes establishing and closing customer accounts, entering transactions, processing transactions, balancing cash receipts, and preparing related records.

4. Performs basic office duties, such as copying, filing, faxing, typing standard documents, preparing, sorting, and distributing mail and entering data.

5. Processes service changes and schedules and dispatches service orders.

6. Prepares a variety of routine logs and reports.

7. Performs other related work as required.

MINIMUM EDUCATION AND TRAINING

EDUCATION AND EXPERIENCE:

• High school graduate or equivalent.

• Three (3) years of experience in clerical, accounting, bank teller, customer service, or similar experience.

• An equivalent combination of education and experience sufficient to perform the job's essential duties.

LICENSING AND CERTIFICATIONS REQUIREMENTS:

• None.

MINIMUM QUALIFICATIONS AND STANDARDS REQUIRED

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge of:

• Customer service principles and practices.

• Modern office equipment.

• Basic accounting principles.

• Recordkeeping principles.

• Computers and related software applications.

Skill in:

• Providing a high level of customer service through verbal and written communication.

• Performing basic accounting transactions.

• Preparing routine reports.

• Operating modern office equipment.

• Preparing basic records and reports.

• Using a computer and related software applications.

• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the public, etc. sufficient to exchange or convey information and to receive work direction.

PHYSICAL REQUIREMENTS:

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities are required:

• Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

• Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.

• Grasping: Applying pressure to an object with the fingers and palm.

• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination sound.

• Mental Acuity: Making rational decisions through sound logic and deductive processes.

• Reaching: Extending hand(s) and arm(s) in any direction.

• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.

• Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.

• Standing: Particularly for sustained periods of time.

• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

• Visual ability 1: sufficient to perform an activity like preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.

• Walking: Moving about on foot to accomplish tasks, particularly for long distances or move from one work site to another.