About this Customer Service Representative role at City of Georgetown
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Deliver outstanding customer service by promptly and courteously addressing customer inquiries and concerns while ensuring efficient resolution. Proficiently escalate complex issues to the relevant personnel for effective resolution, maintaining professionalism and courtesy throughout all interactions.Applicants are encouraged to attach a resume.
We are currently hiring for three positions: two roles that provide customer support and process utility payments through our call center, and one role that delivers in-person customer service and payment processing at the Georgetown Municipal Complex.
ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:
Operates in call-center and in-person environments.
Assist customers over the phone or in-person with requests for utility service connections, disconnections, and transfers.
Provide guidance to customers on using the Customer Self-Service Portal and assist with auto-draft maintenance.
Address customer inquiries related to utility services, leaks, and billing concerns.
Assess the accuracy of meter readings and charges on utility accounts, calculating adjustments and updating records as necessary.
Generate work orders for commercial and residential customers for service requests such as connections, disconnections, transfers, and re-reads, including billing applicable fees.
Review payment histories and make decisions on contract terms and durations.
Prepare Meter Data Management (MDM) system reports for water and electricity usage review for the customer.
Maintain knowledge of department policies, billing rate structures, and operational processes to provide accurate guidance and information to customers.
Provide customers with information on utility-related events to enhance awareness and understanding.
Process utility payments received from customers; reconcile cash drawers; and follows proper internal cash controls
Perform any additional duties as assigned.
MINIMUM REQUIREMENTS:
Education, training, and Experience Guidelines
High School graduate, or its equivalent, 10-key by touch, and two (2) years of related customer service and cash handling experience required, OR any equivalent combination of experience and training that provides the required knowledge, skills, and abilities.
Preferred qualifications: Bi-lingual language skills.
Knowledge of:
Call center environments.
Effective customer relations practices.
Demonstrates proficiency in computer skills.
Credit collection practices.
Basic accounting and billing procedures.
Federal, State and Local laws.
City practice, policy and procedures.
Skill in:
Performing data entry; operate a 10-key calculator.
Using computers and related software.
Executing oral and written instructions and reports.
Communicating effectively, both orally and in writing.
Establishing and maintaining effective working relationships.
Working with utility rates and procedures.
Interpreting utility bills for customers and making decisions as to their validity.
Analyzing data and problem-solving.
Interpreting meter readings for customers.
Adding and balancing payments; figures utility bills, provides analytic review of trend analysis.
LICENSES AND CERTIFICATION REQUIREMENTS
Valid Class “C” Texas driver's license.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, and use of foot controls.
Hiring Range: $19.29 - $24.17, hourly.
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Regular-Full timeIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
