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Customer Service Representative / Call Center / Calling

Think Next LLC

This is a Contract position in Queen Creek, AZ posted December 9, 2020.

Job 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 assistance; Explains 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 effectively; •    Completes 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 office; •    Answers continuous telephone calls in a timely manner to ensure customers are serviced quickly and within guidelines while also managing walk in customers; and displays 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 objectives; Maintains and balances cash drawer utilizing proper cash handling techniques and prepares daily transaction report; •    Utilizes utility/billing systems, billing best practices, business devices, and software to complete daily tasks; proficiently accesses and inputs information on several computer screens; Updates customer account status; tracks individual accounts balance and activity as needed; creates 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/unlocks; calculates hydrant meter fees for installation, repairs, and relocation and creates associated work orders for field staff; manages the hydrant meter waiting list process; Prepares, edits, and processes all bulk utility payments received by mail; calculates daily deposit amounts and prepares report for Finance Division;          Skills Required           •    Evaluating and analyzing customer needs to provide exceptional customer service; •    Following complex oral and written instructions; •    Achieve a shared commitment to quality and customer service in everyday work and to continuous learning and improvement; •    Learning department/division functions thoroughly in order to provide accurate and general information and to explain detailed processes and procedures;•     Performing duties accurately and efficiently under time sensitive deadlines; •     Using computers and related software applications; •     Providing customer service including telephone etiquette; •     Interacting with coworkers, management staff, and other Town employees to establish and maintain effective working relationships; •    Remaining calm and professional when dealing with frustrated and/or angry members of the public; •    Maintaining a high level of attention to detail for quality control purposes and maintaining the confidentiality of records when pressed for information by the public; •    Learning and apply spreadsheet, word processing, and other work-related computer software;•     Prioritizing work and multi-tasking; •    Data entry; •    Maintaining various records and files; •     Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction. 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.              Experience Required •    two years of experience in the following areas: a) customer service resolving various levels of customer concerns both on the phone and in person; b) customer billing, and c) cash 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 GED