| Purpose: |
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Under general supervision, this position is responsible for handling 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.
- Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments.
- Resolves customer issues with one call resolution.
- Answers customer requests or inquiries concerning services, products, billing, and equipment.
- Verifies customer account and active services using various databases and software applications.
- Researches customer account information to explain services, charges, and adjustments.
- Logs customer complaints, creates service requests, and routes to the appropriate department(s).
- Maintains and files all generated service requests.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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May 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 billing procedures.
- Knowledge of good customer relations 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.
- Skill in handling conflict and uncertain situations.
- Ability to work with frequent interruptions and changes in priorities.
- 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 two (2) years of experience in billing, credit counseling, or customer service. |
| Licenses and Certifications Required: |
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None.
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