CUSTOMER SERVICE REPRESENTATIVE

Customer Service Representative

Pay : $13.50 / hr

Summary : Under direct supervision of the Customer Service Supervisor and Customer Service Leads, the Customer Service Representative assists utility customers over the telephone, in person, through email and chat while following departmental policies and procedures. Representatives aid in any and / or all aspects of starting, maintaining and closing utility accounts using applicable software including Tyler Munis Billing Software, InContact Communication Services, Edocs, and misc. office equipment.

Customer Service Representative Responsibilities :

• Assist customers in establishing, transferring, or closing service.
• Preparing, analyzing, and distributing contracts for new service.
• Builder requests for new meter sets.
• Perform name changes due to divorce, marriage, or death of primary account holder.
• Ensures timely responses to customer inquiries via telephone, Internet, written or emailed correspondence.
• Documents and coordinates updates on issues to ensure customer satisfaction and productivity.
• Instructs customers on the proper way to fill out account requests and verifies that all required information is on the request.
• Research trouble issues. Evaluates multiple options to resolve customer problems.
• Efficiency in queue time response and first contact resolution.
• Secure all necessary information and signatures from customers to guard against identity theft.
• Dispatch service orders to field service personnel using two-way radio.
• Investigate no contract bills and issue fees to resident accounts who have been found to have used City water illegally or have tampered with City property in any way.
• Prepare and dispatch service orders for miscellaneous issues that require the attention of field service personnel.

Customer Service Lead Requirements :

Additional Requirements :

Physical Requirements :

The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state, and local law.

The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at 806-378-4294.

Essential Job Functions : Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this job, the employee is required to exert up to 10 pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. The employee is also required to finger, grasp, handle, life walk, stand, hear, crouch, reach, speak, see, and talk. Also requires the ability to make rational decisions and perform repetitive motions.

Work Hours : Monday-Friday, 8am to 5pm.