Deadline: Open Until Filled.

Job Description

The Village is currently accepting applications for a Customer Service Representative who performs a range of duties to include processing requests to establish, change or discontinue water service; establishing and maintaining customer information for proper billing of monthly statements; explaining available service, billing and payment options; collecting monthly revenue and performing routine receptionist and light office duties for the Village.

QUALIFICATION AND EXPERIENCE
Education and Experience

• High School diploma or equivalency
• Two (2) years’ experience and/or training involving customer service, billing, accounts receivable and general office work

Necessary Knowledge Skills and Abilities

• Technical competence with Microsoft software suite of products
• Technical competence with Microsoft software suite of products
• Basic knowledge of bookkeeping principles
• Ability to establish and maintain effective working relationships with members of the community and the general public, department heads, employees and Village officials
• Skills in public relations, organization and time management
• Ability to communicate effectively verbally and in writing, compose effective and accurate correspondence
• Ability to perform cashier duties accurately

DUTIES AND RESPONSIBILITIES:

• Processes customer requests to establish, change or discontinue water service.
• Obtain credit information and explain credit policies, available services and metering requirements.
• Explain rates and fees, deposit requirements, non-recurring charges and monthly billing methodologies, as applicable.
• Processes deposit refunds.
• Responds to queries concerning bills, rates, adjustments, meter readings, leaks, main-breaks and boil water notices.
• Schedules appointments and investigations for field staff and documents, evaluates and prioritizes completed fieldwork in order to determine the appropriate steps to be taken.
• Initiates field rechecks for locations under construction or inactive services to avoid revenue loss.
• Conducts rechecks to ensure accurate billing; analyzes and researches work orders and exception reports and initiates appropriate action.
• Generates work orders and schedules field service work for posting notice, investigation status of accounts, disconnection of service and produce and follow through on all related paperwork and scheduling.
• Promotes various payment option services available and initiates and establishes services for customers; Initiates auto credit card, ACH and bank draft programs at customer’s request and provides them with appropriate paperwork.
• Monitors and researches delinquent accounts; reviews active delinquent lists and recommends/corrects/changes dates as appropriate.
• Receives payments for service charges, fees and applications and enters payments into Cash Receipts.
• Prepares, posts and files financial and other records.
• Types correspondence, reports, records and other office documents.
• Performs routine clerical and administrative work in responding to queries, greeting and receiving the public and providing general customer service assistance.
• Answers in-coming calls and routes callers or provides information as required for the department and Village.
• Receives, opens, processes, and/or distributes incoming mail.

WORK ENVIRONMENT

• Works in an office but may be required to assist with activities in an outdoor environment
• Occasional need to lift, carry, push and/or pull objects weighing up to 25 pounds
• Performs tasks involving extended periods of time at a keyboard or work station.