Customer Service Rep. II
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POSITION DESCRIPTION
Job Title:Customer Service Representative II
Reports To:Customer Service Supervisor
Department:Customer Service
FLSA Status:Non-exempt
Posting Date:
Job Summary:
District liaison to the general public, financial institutions, and other government agencies regarding Sewer District billing matters.
Essential Functions:
Answer inquiries verbally and in writing to customers regarding billing and services available. Respond to complaints from customers and advise them on billing issues.
Inquire into verbal and written customer disputes and respond with formal correspondence. Write formal correspondence to provide clear information for other government agencies and financial institutions; provide internal correspondence to WQIS and Engineering departments.
Assist in the Certifications project, including determining delinquent accounts and allocation of semi-annual collections received from the Cuyahoga County Auditor. Assist in the SRSUC (Summer Residential Sprinkling User Charge) program.
Assist in the SRSUC (Summer Residential Sprinkling User Change) project including reviewing, cataloging, mailing and processing applications and reviewing adjustments.
Enter and retrieve customer information from database using a computer workstation.
Enter details of all telephone calls received daily into call log sheets and/or customer complaint forms. Compile and collate this information as needed.
Create schedules for the Certifications for delinquent accounts.
Update data regarding surcharge rates based upon use of the sewer system.
Interpret to simplify District policies and procedures regarding SRSUC, Certifications and billing for the general public.
Check work has been carried out to specification for assigned projects.
Compile information and initiate billing for new accounts added to District’s billing roster.
Design charts and interpret information for monthly call report.
Receive cash payments from customers and deliver to City of Cleveland Division of Water.
Perform other duties as assigned, including delivering correspondence to the city of Cleveland, Cuyahoga County, Cleveland Hts, Berea and Strongsville.
Observe safe work practices.
Non-Essential Functions:
None.
Minimum Job Requirements:
Education:High school diploma or equivalent.
Experience:One (1) to three (3) years experience in Customer Service related field.
Specific Skills:Ability to effectively communicate with and maintain goodwill of the public; establish effective working relationships.
Specialized Knowledge, Licenses, etc:
Good knowledge of Word, Excel, Access, and PowerPoint. Knowledge of 10-Key calculator.
Supervisory Responsibilities:
None.
Working Conditions:
General office environment.
Physical Demands:
A majority of time spent sitting with occasional standing and walking.
Interfaces:
Internal:Interfaces with District personnel throughout the organization.
External:Interfaces with the general public, financial institutions, and other government agencies.
Success Factors:
Excellent oral communication skills
Establish relationships with antagonistic individuals
Sees routine tasks through
Detail conscious
Critically evaluates information and ideas
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. At the employee’s request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
To be considered for this position, all diplomas, licenses and other credentials must be on file before bidding closes.
7/17/03