Customer Service Specialist

This position typically aids customers with all aspects of utility billing. Assist customers inquiries on account status and customer complaints; manage customer accounts, including set up and adjustments; prepares monthly billing statements; receives and accounts for money and funds due; records data; posts monthly payments to each customer’s master file; prepares reports and correspondence; indexes and files records and documents; prepares data for purchasing requisitions and answers questions from the public; deals courteously with fellow employees and citizens.

Essential Job Functions

• Communicates effectively with customers in-person, over the phone and email.
• Assists with inquiries on account status, questions and/or complaints.
• Greets visitors/customers in-person or by phone. Directs them appropriately and notifies staff of arrival. Maintains security by maintaining logbook and issuing visitor badges.
• Opening, sorting incoming mail and processes outgoing mail.
• Posting of customer payments via mail, drop box, register or online utilizing utility billing software and various web applications.
• Prepare and reconcile daily bank deposits.
• Processes monthly cutoffs and reconnects.
• Research and request of account refunds and adjustments.
• Processes pre-notes and bank drafts.
• Coordinates with other departments for service availability, field inspections, construction charges, meter irregularities or damage, and hydrant fees.
• Enter and maintain customer accounts and locations.
• Determine customer system availability utilizing GIS.
• Issues tap applications and mandatory tap letters.
• Prepares Finance Agreements for residential impact (TAP) loans
• Upload monthly meter readings.
• Prepare monthly and final customer billings, research discrepancies and unauthorized water usage.
• Assess and issue late fees.
• Generates/prepares monthly reports, to include tap reports, sewer inspection reports, notices and statements.
• Reads, applies and operates in compliance with BCWS Cash Management Policies and Procedures.
• Reads and understands the BCWS Environmental Management System policy statement.
• Performs other duties as assigned.
• High School diploma or equivalent;
• One (1) year of related administrative experience;

Special Requirements:

• Data Entry/Basic Skills score of 74, Word score of 50 and an Excel score of 45 required for this position;
• Departmental testing may be administered during interview;
• A criminal background check will be completed on selected applicant if a current one (less than 3 years old) is not on file.

Knowledge, Skills and Abilities:

• Skill in handling cash payments and receipts.
• Skill excellent customer service and communication, both written and oral.
• Skill in filing, customer service, math, data entry and correct grammar usage.
• Skill in the use of general office equipment and computers.
• Ability to efficiently complete tasks by following established guidelines/procedures with minimal direct supervision.

This position requires the employee to sit and use hands to handle or operate objects; reach with hands and arms; walk, talk and hear; and sit and stand for long periods of time. The employee must occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception and the ability to adjust focus.

The work is regularly performed in a relatively safe, secure and stable work environment. Normal operating hours are Monday through Friday 9:00am until 5:00pm with the ability to work flexible hours when necessary. Scheduled hours/days, job location, duties and any other information contained herein is subject to change. May be required to work extra hours and to perform extra or different duties during emergency situations.