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Customer Service Representative

Newkleo LLC

This is a Contract position in Queen Creek, AZ posted December 10, 2020.

Job DescriptionPosition Description Provides prompt and courteous customer service to Town utility customers (water, sewer, irrigation, and solid waste/recycling) and external customers (office, field management, and staff) in person, on the telephone, and online.Timely responds to customer requests for information regarding utility billing, balances, payments, requests for new service and disconnections, various meter type sets/removals, repairs, maintenance, general account questions or issues, and online account assistanceExplains policies, procedures, codes, and ordinances pertaining to utility customer services and other Town ordinances and processes to a diverse group of people while listening and communicating effectivelyCompletes actions such as receiving and applying various payments to accounts, processing account changes, establishing new service and service disconnection, setting and removing residential and commercial meter types, and submitting work order requests for service to field officeAnswers continuous telephone calls in a timely manner to ensure customers are serviced quickly and within guidelines while also managing walk in customersDisplays exceptional patience with customers at all times; Utilizes excellent team work abilities to ensure team success.This includes supporting the team’s work and the team members, being adaptable to a constantly evolving environment, being flexible with breaks and lunch periods, supporting new job assignments to cover other team members and multi-tasking to ensure the team meets all goals and objectivesMaintains and balances cash drawer utilizing proper cash handling techniques and prepares daily transaction reportUtilizes utility/billing systems, billing best practices, business devices, and software to complete daily tasksproficiently accesses and inputs information on several computer screensUpdates customer account statusTracks individual accounts balance and activity as neededCreates and sends out final bills to customers upon account closure and calculates customer refunds; Creates works orders related to transfers/disconnects, installing new meters, account maintenance/repairs, account shut-offs and meter locks/unlocksCalculates hydrant meter fees for installation, repairs, and relocation and creates associated work orders for field staffManages the hydrant meter waiting list processPrepares, edits, and processes all bulk utility payments received by mailCalculates daily deposit amounts and prepares report for Finance DivisionSkills Required Evaluating and analyzing customer needs to provide exceptional customer serviceFollowing complex oral and written instructionsAchieve a shared commitment to quality and customer service in everyday work and to continuous learning and improvementLearning department/division functions thoroughly in order to provide accurate and general information and to explain detailed processes and proceduresPerforming duties accurately and efficiently under time sensitive deadlinesUsing computers and related software applicationsProviding customer service including telephone etiquetteInteracting with coworkers, management staff, and other Town employees to establish and maintain effective working relationshipsRemaining calm and professional when dealing with frustrated and/or angry members of the publicMaintaining a high level of attention to detail for quality control purposes and maintaining the confidentiality of records when pressed for information by the publicLearning and apply spreadsheet, word processing, and other work-related computer softwarePrioritizing work and multi-taskingData entryMaintaining various records and filesCommunication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.Town’s subdivisions & streetsBasic mathematics, basic accounting/record keeping principlesUse of standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities including utility billing softwareCustomer service principles.Experience Required Two years of experience in the following areas:Customer service resolving various levels of customer concerns both on the phone and in person;Customer billing, andCash handling (for Finance – Utilities assignment only); or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.Knowledge of: • Town’s subdivisions & streets; • Basic mathematics, basic accounting/record keeping principles; • Use of standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities including utility billing software; • Customer service principles.Education Required High School diploma or GEDAdditional Information40 hours week Monday-Thursday Onsite, but may rotate on being remote once trained.