03162 - Customer Care Representative

Job Code: 21125 Salary Grade: 6 Salary Range: $36,774 - $49,746 FLSA: Nonexempt 

Department: Utility Customer Operations 

Essential Functions:
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Performs customer service functions; provides information/assistance regarding water, sewer, sanitation or other services, procedures, documentation, fees, or other issues on the phone or in person; distributes forms and documentation; responds to routine questions or complaints; researches problems/complaints;  and initiates problem resolution.

Analyzes customer accounts; receives and reviews billing charges, meter readings, and service issues; performs calculations to resolve seasonal billing questions, tiers, and consumption; identifies errors and problems; initiates problem resolution; and maintains and updates all files and accounts.

Enters new accounts, connections/disconnections, work orders, re-reads or other requests in department computer systems; assists customers in identifying needed services; provides information regarding services and fees; inputs data; and creates and updates work orders.

Provides daily support and training to billing system personnel on technical and customer service issues, ensures cross-training and adequate coverage for efficient billing operations.



Minimum Qualifications:
High school diploma or GED required; one year of experience in customer service or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Supplemental Information

Utility Customer Operations is a fast-paced, customer-focused department seeking motivated professionals who excel at providing high-quality customer service both over the phone and in person. This role requires adaptability and the ability to thrive in a dynamic, flexible environment.

Preferred Skills and Qualifications

• Experience accepting and processing customer payments, including cash, card, and online transactions
• Experience with collections activities
• Strong communication skills, including verbal, written, active listening, and interpersonal abilities, with the capacity to perform effectively in high-pressure situations
• Excellent time management skills, strong attention to detail, and the ability to multitask
• Proficiency in Microsoft Excel, Word, and Outlook
• Additional Requirements
• Candidates must successfully pass a pre-employment assessment evaluating filing, spelling, math, and data entry skills.
• An employment offer is contingent upon the successful completion of a background check, pre-employment physical, and drug/alcohol screening.