Customer Service Specialist


Job Details

Customer Service Specialist

Fountain, Colorado

07/14/2020

39154

Contract/Temp

Job Description



Customer Service Specialist for the City of Fountain

 

Under the supervision of the Customer Service Supervisor, the incumbent will provide information and process requests and payments in response to inquiries about utility products and services.

GENERAL PURPOSE:

The purpose of this position is to conduct front office Customer Service functions of the City’s Utilities Customer Service Department. This includes establishing contact with both internal and external customers, providing requested information or assistance concerning utility services, posting payments, balancing daily transactions, and supporting and adhering to all policies and procedures, including the Identity Theft Prevention Policy.

SUPERVISION EXERCISED:

This job/class works under close supervision according to set procedures.

ESSENTIAL FUNCTIONS:

• Maintains and supports a positive, collaborative culture within the City organization as a whole, fully embracing the cultural and values statements espoused by the City.

• Analyzes consumption patterns and troubleshoots high bill complaints.

• Provides requested information or assistance concerning utility services by phone and in person.

• Identifies researches and processes customer payments; reconcile and balance daily transactions.

• Consults with customers by phone, in person, email or fax to process all service requests.

• Adheres to all Privacy, Identity Theft and departmental policies.

• Processes requests for unpaid water, change of address, death certificates, POAs, property management agreements, letters of credit, rebates and third party notifications.

• Resolves billing/service complaints.

• Maintains radio communication with electric warehouse.

• Schedules appointments for water meets and water meter repairs.

• Alphabetizes, sorts and files documentation.

• Explains to users how to navigate the COF Utilities website and/or AMI portal.

• Processes and negotiates payment arrangements.

• Explains use of utilities equipment and resolves related equipment issues.

• Establishes and maintains effective working relationships with citizens and co-workers.

 

OTHER DUTIES AND RESPONSIBILITIES:

• Secures lobby area as needed.

• Performs other duties and special projects as directed by supervisor.

 

MINIMUM QUALIFICATIONS:

Education and Experience:

Requires High School graduation or GED equivalent supplemented by specialized courses/training equivalent to completion of one year of college in Business, Finance or closely related field.

Requires two years’ experience in customer service or closely related experience. 

Requires banking or Teller experience

Certificate or licenses:

• Requires a valid Colorado driver’s license.

 

TOOLS AND EQUIPMENT USED:

Handles or uses computers or work aids involving some latitude for judgment regarding attainment of a standard or in selecting appropriate items.

PHYSICAL DEMANDS:

Performs sedentary work that involves walking or standing some of the time and involves sustained keyboard operations.

WORK ENVIRONMENT:

The majority of this position’s duties are performed inside, within a protected facility. Incumbent may occasionally be required to function in an out-of-door environment.

Frequently encounters the noise of office machines and conversation and may be subject to poorly ventilated conditions.

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

OTHER REQUIREMENTS:

• Proficient knowledge of Microsoft Office applications.

• Able to obtain the following ICS Certifications: IS100.

 

Impact of Errors

The impact of errors is moderately serious – affects work unit and may affect other units or citizens.

 

Long-term: Approximately 4 months (with potential to go into a temp-to-hire position)

Pay: $13.00/hour 

Schedule: 8:00 AM - 5:00 PM (Monday- Friday)

Drug screen required 


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