Job Title: Customer Service Representative Department: Utility Billing Reports To: Utility Billing Supervisor Classification: Grade 8 FLSA Status: Non-Exempt Starting Annual Pay: $35,376

Nature of Work

This position performs responsible administrative and customer service work in the Utility Billing Division. The role involves responding to a high volume of customer inquiries and concerns related to utility accounts, services, billing, and policies.

Work requires providing accurate information, resolving issues efficiently, and maintaining a high level of professionalism when interacting with customers, including in situations that may be sensitive or adversarial. Responsibilities include account processing, data entry, and general office support functions.

Work is performed in accordance with established procedures under the general supervision of the Utility Billing Supervisor.

Examples of Work

Answers telephone calls and greets customers in person; assists with utility service inquiries.

Explains utility billing procedures, policies, fees, and service requirements.

Processes applications for new utility services, disconnections, transfers, and account updates.

Prepares and processes service orders for utility-related services.

Responds to customer complaints and billing inquiries; resolves issues or refers complex matters to the Utility Billing Supervisor.

Inputs, retrieves, and updates customer account information in the billing system.

Maintains accurate records of customer interactions, complaints, and service requests.

Determines required deposits for utility services and processes related documentation.

Assists customers with direct debit enrollment, budget billing, and special programs such as senior discounts.

Maintains files and documentation for service orders and customer accounts.

Performs general receptionist and clerical duties as needed.

Performs related duties as assigned.

Minimum Qualifications

High school diploma or equivalent required.

Three (3) to five (5) years of experience in customer service, billing, accounting, or related administrative work preferred.

Coursework in accounting or business-related fields is desirable.

Equivalent combination of education, training, and experience may be considered.

Knowledge, Skills, and Abilities

Considerable knowledge of customer service principles and office procedures.

Knowledge of billing processes, financial recordkeeping, and general accounting practices.

Ability to learn and apply departmental policies, procedures, and applicable City ordinances.

Proficiency in computer applications, including billing systems, word processing, and data entry.

Strong attention to detail and accuracy in handling financial and customer data.

Ability to perform basic mathematical calculations quickly and accurately.

Ability to communicate clearly and professionally, both verbally and in writing.

Ability to handle difficult or sensitive customer interactions with tact and professionalism.

Ability to multitask and work efficiently in a fast-paced environment.

Ability to establish and maintain effective working relationships with coworkers and the public.

**Physical Demands The work is primarily sedentary and requires frequent sitting, speaking, and listening. The employee occasionally walks, reaches, and uses hands to operate office equipment. The position requires clear communication abilities, including the ability to effectively interact with customers in person and by phone. Visual acuity is necessary to review documents and operate a computer. The employee may occasionally lift or move items up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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City of Martinsville

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