Purpose: |
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Under general supervision, responsible for researching customer questions, complaints, and billing inquiries. |
Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Answers complicated customer requests or inquiries concerning services, products, billing, and equipment. Resolves customer issues with one call resolution.
- Prepares cases for support services and other city departments.
- Processes corrections to customer accounts.
- Extracts data from city databases and create reports.
- Coordinates mailings to customers.
- Maintains and files all generated service requests.
- Receives by email, fax, or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting.
- Verifies customer accounts and active services using various databases and software applications.
- Researches customer account information and history to explain services, charges, and adjustments.
- Logs customer complaints, creates and updates service requests, and routes to the appropriate department(s) and/or personnel.
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Responsibilities - Supervisor and/or Leadership Exercised: |
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- May lead and train others.
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Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of basic accounting and billing procedures.
- Knowledge of city practice, policy and procedures.
- Knowledge of good customer relations practices.
- Knowledge of credit collection practices.
- Skill in oral and written communication.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software.
- Skill in planning and organizing.
- Ability to handle conflict and uncertain situations.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to train others.
- Ability to establish and maintain effective communication and working relationships with city employees and the public.
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Minimum Qualifications: |
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- Graduation from an accredited high school or equivalent, plus four (4) years experience in billing, credit counseling, and customer service.
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Licenses and Certifications Required: |
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None.
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