OAC EXTERNAL POSITION POSTING

DATES POSTED: 01/16-01/27/2026

Job Title:

Customer Service Clerk I

Entry Wage:

$26.74

Division:

Customer Services

Standard Wage:

$33.42

Schedule:

Full-Time

Shift:

Mon-Fri; 1st Shift

Reports To:

Supervisor, Customer Service

Job Code:

10072

Position Summary

Under direct supervision, answers the District's Customer Service number to handle customer billing inquiries, transfers of service, payments, emergencies, and service orders. This position requires a high degree of accuracy and problem-solving ability. This position requires working in a fast-paced, high-volume call center environment with set production and quality standards. The Customer Service Clerk I must successfully complete all required classroom training and assessments to advance to a Customer Service Clerk II. Employee shall not remain in the Customer Service Clerk I role beyond twenty-four (24) months.

Education

Required - High School Diploma or General Education Diploma (GED)

Minimum Requirements

Required - Minimum of 2 years of customer service experience. Candidates whose two (2) years of experience have been within the last five (5) years may be given preference.

Licenses, Certifications and/or Testing

Required - Employee(s) in this position are covered under the Department of Transportation Drug and Alcohol testing provisions. This includes post-offer, random, post-accident, reasonable suspicion, follow-up, and return to duty testing. Upon Hire

Required - Pre-employment Background Check & Drug Screen Upon Hire

Knowledge, Skills and Abilities

Machine skill speed of 25 words per minute (wpm) required. Machine skill speed of 35 words per minute (wpm) is preferred; those meeting 35 words and with a high degree of accuracy will be given preference.

Proficiency with personal computers, to include enterprise-wide software; knowledge and skill with Microsoft Office (Excel, Outlook, PowerPoint and Word). (Intermediate proficiency)

Ability to learn new or upgraded computer software as required.

Demonstrate excellent written and verbal communication skills to assist internal and external customers, co-workers, and management professionally, and the ability to exhibit and maintain a courteous demeanor regardless of provocation. - For bilingual specific role(s) there is an additional requirement based on business needs. ? Bilingual Requirement - Excellent written and verbal communication skills, in both English and Spanish, to assist internal and external customers, co-workers, and management professionally, regardless of provocation. ? Individuals who have agreed to use English/Spanish bilingual skills must be able to demonstrate proficient Spanish speaking skills by completing a verbal proficiency test prior to being placed in this position. (Intermediate proficiency)

Demonstrate ability to provide high quality service to customers by combining excellent problem-solving and decision-making skills with a strong desire to help others.

Demonstrate an excellent grasp of basic customer service skills such as active listening and techniques to resolve difficult customer relations issues.

Demonstrated ability to possess the following soft skills: o Empathy: Demonstrate an understanding of the feelings of customers to provide compassionate service. o Patience: Ability to remain calm and patient, especially with difficult or upset customers. o Adaptability: Being flexible and able to adjust to different situations and customer personalities. o Time Management: Managing time effectively to handle multiple customer interactions and tasks efficiently. o Positive Attitude: Maintaining a positive, friendly, and helpful attitude even in stressful situations. o Conflict Resolution: Handling conflicts and complaints calmly and effectively, working towards a satisfactory resolution for both the customer and the company. o Teamwork: Collaborating with colleagues to ensure a seamless customer service experience. o Attention to Detail: Ensuring accuracy in customer information and service details. o Resilience: Bouncing back from difficult interactions and maintaining a consistent level of service. o Emotional Intelligence: Understanding and managing your own emotions and recognizing the emotions of others to interact effectively. o Critical Thinking: Analyzing situations objectively and making informed decisions. o Customer Orientation: Focusing on understanding and meeting the needs of customers to provide high satisfaction.

Basic math skills.

Weekend and holiday work schedules may be necessary to provide quality service to our customers, as well as overtime during times of high volume or vacancies.

Essential Functions

Answer telephone inquiries and solve problems for customers concerning billings. o Use active listening to understand customer concerns and provide appropriate solutions. o Demonstrate empathy and patience while handling customer inquiries.

Must meet predetermined productivity and quality standards.

Answer telephone inquiries concerning rate schedules, sewer use fees, budget plans, bank draft plans, aid available for bill payments, installation of appliances, and other various topics.

Contact customers to schedule various @types of service work, report results of work performed, and communicate information to the customer.

Evaluate customer applications and accounts for credit worthiness.

Quote deposits and charges from the billing price book.

Work with customers to make arrangements for satisfying bill and deposit requirements. o Utilize conflict resolution and problem-solving skills to handle billing issues effectively.

Update customer information on applications, owner rental agreements, and customer information system records.

Process applications and orders to start and stop billings.

Create service orders such as turn-ons, turn-offs, meter sets and changes, appliance work, service work, and special investigation to comply with District's procedures and rules.

Provide customer service support on weekends and holidays when scheduled.

Work with all departments such as Customer Accounting Billing, Credit Services, Field Services, and Meter Reading to solve customer problems. o Exhibit teamwork and collaboration to resolve inter-departmental issues.

Receive emergency telephone calls and place emergency orders.

Work special projects as assigned.

Required for All Jobs

Perform a variety of other duties as assigned

Understand and comply with all District policies and procedures

Physical Demands

Stationary Position - Occasionally

Move/Traverse - Occasionally

Stationary Position/Seated - Constantly

Transport/Lifting - Rarely

Transport/Carrying - Rarely

Exerting Force/Pushing - Rarely

Exerting Force/Pulling - Rarely

Ascend/Descend - Rarely

Balancing - Rarely

Position Self/Stooping - Rarely

Position Self/Kneeling - Rarely

Position Self/Crouching - Rarely

Position Self/Crawling - Rarely

Reaching - Rarely

Handling - Occasionally

Grasping - Occasionally

Feeling - Rarely

Communicate/Talking - Constantly

Communicate/Hearing - Constantly

Repetitive Motions - Frequently

Coordination - Frequently

Physical and Environmental Requirements

Office: Work is primarily performed in an office setting amid normal conditions of dust, odors, fumes, office lighting and noise.

Hybrid Flexible Work Arrangement

Job may be eligible for a hybrid in-office and work from home flexible work arrangement.

*Please ensure the application is filled out thoroughly to be considered for this position

An Equal Opportunity Employer "Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation"

Metropolitan Utilities District

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