Customer Service Support Intermediate - AA145XXXJS2 - NP

CUSTOMER SERVICE
General Statement
This position provides a wide variety of administrative and staff support services to an organizational unit. The incumbent performs a variety of detailed tasks and ongoing assignments. Knowledge of defined procedures is used to evaluate situations and select a correct solution. The incumbent adapts processes and procedures as necessary to meet objectives and receives work in the form of expected deliverables. The incumbent applies judgment in determining work methods, balancing priorities, and works under general guidance from supervisor as well as standard operating procedures. Responsibilities are generally complex in nature and require independent judgment, strong attention to detail, a sense of urgency, and professionalism to accomplish assignments. The vital role in this position is the ability to serve as a substitute, when needed, to complete the biller duties.
Essential Duties and Responsibilities
Customer Service:
Ability to serve customers in a positive manner, with a sense of urgency, and reliability
Maintain a level of professionalism and timeliness with customer follow up, requests, and communications
Manage customer account information with accuracy and confidentiality
Confidently handle difficult conversations and issues with customers to find a solution or agreement that is for the betterment of the customer and aligns with the utility's policies
Ability to participate in outreach/ community functions
Processing:
Payment Handling: Posting and balancing customer payments in the office and electronically
Opening and closing accounts, invoices, reports, and work orders
Managing all tasks and process with accuracy, discipline, and reliability
Disbursing and processing applications, forms, and service quotes
Receiving and managing inventory in the billing system
Accuracy in calculations in a variety of functions, processes, and reports
o i.e. billing statement, account ledgers, collections, balancing registers, bank deposits, and customer contact notes
Responsible for performing customer billing and delinquency process as back up to supervisor
o i.e. Harris Billing Software, Badger Beacon Program, Trimble Units, scanning, digital filing, formatting and reporting via Excel
Strong understanding of documentation to audit customer files for accuracy
Ability to maintain flexibility with fast-paced office activities and interruptions
Administrative:
Adhere to the chain of command
Answer incoming calls on a three-line phone system. Functions include: Transfer, conference, place on hold, business phone etiquette
Upkeep physical and digital filing systems
Ability to schedule, coordinate, and plan project maintenance, operation, billing, and customer service activities
Maintain internal and external forms of communication with peers, management, and vendors on various platforms such as phone, radio, email, fax, in person
Responsible for utilizing assigned company card, including expensing receipts for reconciliation
Reporting:
Understands the importance of meeting deadlines and accuracy
Generating reports that include converting data into formatted spreadsheets, data scrub, and understand basic formulas
Enter and track information, produce reports, and maintain customer service account records
Other Duties and Responsibilities:
Back up on Billing
Back up for Customer Service Agent
Balance the tasks needed for the billing office
Performs other related duties as required
Quals--
Basic Qualifications
High school diploma or GED
Knowledge of Microsoft Office Programs (Word, Outlook, Excel) and Adobe Editor
Minimum three years of office clerical experience
Minimum of five years of customer service roles
Possess a valid driver's license
Pass Drug Screening Tests and Background Check
Strong attention to detail and ability to follow directions
Preferred Qualifications
Proficient in 10 key entries, data entry, payment handling. Supports professionals working on challenging projects, completing a variety of administrative tasks, working with minimal supervision, and multitasking effectively. Needs to utilize independent judgment and have the initiative to take on new tasks and challenges every day. Knowledge of internet/intranet is necessary. Work is frequently complex, proprietary, and requires strong administrative skills as well as excellent communication skills. The applicant should also have a desire to grow personally as well as professionally with each administrative task.
Working Conditions & Physical Requirements
Work is normally performed in a typical interior office environment. Must be able to perform repetitive hand movements and fine coordination when preparing reports and using a computer keyboard, have vision sufficient to read computer screens, printed documents and operate office equipment, have hearing in the normal range with or without correction. Must be able to transport self across the facility and infrequently lift and/or move up to 25 pounds.