Customer Service Clerk (STX)

Posting number: 01326

Department: Finance Administration

Division: Finance Administration

Job classification: Customer Service Clerk

Posting type: Open

Categories: Water Agency, Utilities, Customer Service

SummaryUnder general supervision, the Customer Service Representative performs related work as required in assisting customers with matters involving their utility accounts.
 
Because the Authority has a primary responsibility to serve the public 24 hours per day an employee in this class is expected to work overtime as conditions demand, and may be required to accept overtime on short notice during emergency or unusual conditions and to perform essential work as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  Examples of duties

• Interviews applicants to obtain pertinent information necessary for opening utility accounts.
• Completes applications and contract forms, adjust bills, corrects erroneous billings, applies deposits or transfer balances.
• Writes letters to customers to explain adjustments and changes made to their utility accounts.
• Responds to inquiries from customers.
• Communicates with customers by telephone or in person and receives orders for installation, disconnects or changes in service, or change of address.
• May research or review files, account receivable ledgers and other records to clarify and explain customer billing or account balances to consumers.
• Maintains daily log of customer visits and telephone assistance rendered.

Qualifications

• Good knowledge of modern office practices and procedures and of business English, spelling and mathematics.
• Ability to express oneself verbally and in writing in a clear and concise manner.
• Ability to interact effectively with the general public.
• Ability to deal with irate customers in explaining and satisfactorily settling disputes or misunderstood matters concerning electric bills.
• Skilled in making arithmetic computations, maintaining office records and in operating office machines.

Supplemental informationHigh school diploma or equivalent required. Minimum of three (3) years of progressively responsible office experience, including customer service, clerical, and administrative duties. Experience handling cash transactions and processing customer payments required. Experience with utility billing systems or customer information systems (CIS) is preferred. Proficiency in Microsoft Office Suite (Word, Excel, and Outlook) and general office equipment is preferred.