SUMMARY
Under direct supervision of the Customer Service Supervisor and Customer Service Leads. The Customer Service Representatives 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 Representatives possess the work ethic to go above and beyond and are self-motivated, innovative, and willing to take on a challenge. Below include but are not limited to the responsibilities and requirements for this position:
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:
- High School Diploma or equivalent.
- Deal effectively with others in a courteous manner.
- Prepare and maintain accurate records.
- Excellent Communication Skills.
- Computer literate.
- Operate a variety of office equipment.
- Confidence and skillful negotiating techniques.
- Apply and calculate various rates associated with City services.
- Understand and operate a variety of computer programs simultaneously.
- Ability to cope with heavy public traffic both in person and by phone with constant interruptions.
- Ability to multi-task.
- Strong organizational skills.
Additional Requirements:
- Working knowledge of customer service techniques, database systems, web-based systems, billing systems and mobile dispatching systems
- Ability to deal effectively with others in a courteous manner.
- Ability to prepare and maintain accurate records.
- Ability to speak in a clear and concise manner.
- Ability to operate a variety of office equipment.
- Ability to ask appropriate questions to obtain necessary information.
- Ability to make sound judgments regarding customer issues.
- Ability to apply and calculate various rates associated with City services.
- Ability to operate a personal computer.
- Ability to understand and operate a variety of computer programs simultaneously.
- Ability to cope with heavy public traffic both in person and by phone with constant interruptions.
- Ability to multi-task.
Physical Requirements:
- Frequently lift and carry up to 10 pounds.
- Frequently stand and walk.
- Frequently flex upper trunk forward, while flexing partially at the knees.
- Frequently push or pull objects.
- Frequently reach above, at, or below shoulder height.
- Frequently rotate upper trunk forward while sitting or standing.
- Continuously talk, see, and hear.
- Continuously sit for extended periods of time.
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 preform repetitive motions.
Work Hours:
Monday-Friday, 8am to 5pm.
