Utilities Division Customer Service Representative Serves as a member of a quality-minded customer service team in the utilities division. Position performs responsible, varied, and complex customer service/clerical work of a difficult nature in customer billing, collections, and cashiering. Processes customer payments including City utilities, Spire payments, bus passes, and petty cash payments. Assists the general public, contractors, and other City Departments over the phone, at the facility, and in the drive thru. Responds to requests and takes appropriate action. Receives customer complaints and inquiries regarding delinquent accounts and initiates correction of any error and advises customers of the disposition of the complaint or inquiry. Maintains complete billing or collections records and related ledgers and computer printouts. Handles and balances all cash receipts received by the Department and maintains operating procedures for the Department's cash safe and night depository box. Opens and enters mail into a processing system.
Minimum Qualifications:
High school diploma or equivalent required; and two years' experience in customer service call center with cashiering, billing, and collections responsibilities; or any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job. Four years of responsible experience in accounting, business and customer relations work is preferred. Must complete required NIMS level training within first six months of hire.
Skills and Abilities:
Proficient computer skills with familiarity in Windows PC applications. Ability to learn new and complex billing and customer management and information systems. General office and machine operating skills; Ability to communicate effectively with public and co-workers both orally and in writing. Ability to deal effectively and courteously with difficult customers and co-workers while maintaining a positive attitude. Ability to maintain composure in a fast-paced work environment and/or stressful situations. Ability to perform advanced mathematical calculations. Strong organizational skills with attention to detail and accuracy; and basic accounting principles. Typing proficiency of 35 WPM and 10 key proficiency of 5,000 keystrokes per hour preferred.
Physical Demands:
Must be able to sit for extended period while working at a computer. Must be able to stoop, bend and reach to files and shelves. Position requires keyboarding and wearing a headset. Visual ability sufficient to read and write reports, correspondence, etc. Hearing ability sufficient to understand radio transmissions, conversations with other individuals, both in person and over a telephone. Prolonged periods of possible stressful activity requiring the handling of multiple tasks simultaneously. While performing the essential functions of this job the employee is occasionally required to lift and/or move up to 25 lbs.
Typical Working Conditions:
Work is performed in an office environment with heavy customer traffic. May work shifts as scheduled, normally 8:00 a.m. to 5:00 p.m., Monday through Friday. Drug Testing Background check In addition to the application, testing and/or examinations may be required for further consideration. IBEW Maintenance & Clerical Bargaining Unit position. Open until filled.
Equal Employment Opportunity Statement:
The City of Independence is an Equal Opportunity Employer, and it is our policy to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The City of Independence is a background screening, drug-free workplace. The City of Independence provides reasonable accommodations to qualified individuals with disabilities. If you would like to request a reasonable accommodation in order to apply for a job, please submit your request to humanresources-coi@indepmo.org.
Disclaimer:
The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights to any person or persons. Management reserves the right in coordination with the governing union (if applicable) to add, delete, or modify any and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions. Equal Opportunity Employer Bilingual Skills Preferred
