Customer Service Representative

Job Information

Job Title: Customer Service Representative

Department: Admin/Finance

Reports To: Finance Director

Date Revised: 01/13/2021
Classification: Non-exempt

Starting Salary: $14.62 per hour (Depending on experience/qualifications)

Summary
The position performs duties for utility billing (UB) and permitting and inspections (P&I). The UB responsibilities often include many customer service-related activities such as utility account management, payment processing, billing, sending notices, preparing reports, and answering customer phone calls. P&I responsibilities also include many customer service-related activities such as coordinating inspections, processing permit applications, and relaying platting details to the Office of the City Secretary. Will often receive and screen visitors and telephone calls for the City
Manager, Administration, and Public Works. Interact with customers to provide information in response to inquiries about utility products and services and to handle and resolve complaints. Obtain necessary information, record data, and collect fees for the issuance of certain city permits and licenses. The essential day to day duties may vary as assigned by Director.

Essential Duties & Responsibilities

• Acts as cashier for all payments – Utility, Rentals, Permitting and Inspections, etc.
• Confer with customers by telephone or in person to provide information about utility products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Resolve customers' service or billing complaints.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Enters and posts all utility bill payments and other payments received on a daily basis. Processes all online bill payments.
• The Clerk maintains utility customer files and computer reports. Also tracks all service orders. Tracks and maintains readings on the electronic metering system.
• Maintains and tracks all permits such as animals/livestock, building, electrical, plumbing, HVAC, RV,

Burn, food, golf cart, etc. Maintains files on such. Responsible for logging inspections.

• Maintains Storm Water Compliance files and offers clerical support to the Public Works Director
• Generates and maintains monthly water reports for the Public Works Director and Finance Director.
• Generates Public Work, P & I correspondence & reports and maintains files on same.
• Schedule and maintains records on rental and use of Municipal Building, Pavilions, Fields and Parks.
• Serves as contact to Brazoria County for culvert set requests and file maintenance on culvert setting.

Qualifications
EDUCATION & EXPERIENCE

• High School diploma or GED

LANGUAGE/MATH/REASONING ABILITY

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

• Ability to define problems, collects data, establishes facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

COMPUTER SKILLS

• Windows
• Microsoft Office Applications

Competencies
Responsibility/Initiative Customer Service
Communication Interpersonal Communication
Flexibility Problem Solving
Organization Attention to Detail
Multi-tasking Time Management

Working Environment

Primarily indoor, air-conditioned environment in an office setting.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Compensation & Benefits

• Starting hourly rate is $14.62, depending upon the background and qualifications of the successful candidate.
• City participates in the Texas Municipal Retirement System (TMRS) with a 5% employee contribution and a 2:1 matching city contribution. Employees have the option to set up voluntary contributions to ICMA-RC 457 and Roth accounts. The City does not participate in Social Security.
• Annual vacation accruals start at 80 hours depending upon years of previous public service, 12 paid holidays, and 8 hours of sick leave per month after a successful 180 day probation period.
• City covers 100 percent of employee medical and dental coverage. Options for vision and dependent coverage are provided at the employee’s expense.
• City contributes $25 per month to an HRA for each employee. Employees also have the option to contribute to an FSA.

Job Type: Full-time

Pay: From $14.62 per hour

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Administrative Assistants & Receptionists: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: One location