CUSTOMER SERVICE ASSOCIATE

JOB OPENING

CITY OF FARMINGTON

JOB POSITION #61 - CUSTOMER SERVICE ASSOCIATE

NUMBER OF VACANCIES: 1

DEPARTMENT: Electric Utility / Customer Care

WORK LOCATION: MOC

HIRING RANGE: $15.83 - $19.44 / Hour

PAY GRADE: F - Non-Exempt

TYPE OF POSITION: Regular / Full-Time

DAYS WORKED: Monday - Friday

HOURS WORKED: 8:00 a.m. - 5:00 p.m.

APPLICATIONS WILL BE RECEIVED THROUGH: April 22, 2024

JOB DUTIES

ESSENTIAL DUTIES

Responsible for providing total customer satisfaction. Employee works under the general supervision of the Customer Care Specialists, Operations Coordinator and the Customer Care Manager.

Responsible for obtaining and providing information from walk-in and telephone customers as to service and billing needs, inquiries, and problem solving.

Responsible for entering customer information into the computer system to generate service orders for utility connects, disconnects and transfers of service, etc. Confidentiality of sensitive information is imperative in this position. Responsible for filing and general clerical work as needed, such as composing and typing correspondence to customers.

Performs routine cashiering work. Receives and records monies from walk-in and drive-up window customers, including utility payments, city assistance payments and utility deposits. Runs payments for the Finance batch which includes but isn't limited to deposits form other Departments, court fines, Animal Shelter and Civic Center fees, license/permit fees, rent royalties and all other fees.

Processes daily wire transfer and ACH detail into a payment batch. Processes all LIHEAP and ECHO assistance payments into a payment batch. Processes night drop and mail payments to customer accounts.

Sells trash bags to customers.

Pursues collection of delinquent utility accounts, processes disconnect/re-connect orders, establishes and monitors payment schedules, requests re-reads on active or disconnected accounts and completes process to final utility services, customer follow-up/account research when appropriate. Sets up payment plans and calculates water leak credits for customer accounts.

Authorizes field personnel to accept partial payments, or make payment arrangements on accounts.

Determines whether customer may pay by check. Balances daily receipts with computer generated print out, totals cash receipts using an Excel spreadsheet, and prepares daily receipts for Accounting. Must adhere to the City of Farmington's Cash Handling Policy.

Comprehensive knowledge of City utility systems, rules, regulations, city codes, the delinquent process and the utility billing process.

Acts as a back-up receptionist performing associated duties as assigned, i.e., greeting walk-in customers, answering incoming telephone calls, processes return mail, etc.

Using excellent customer service skills, establishes and maintains effective working relationships with other employees, officials, and all members of the general public.

Attendance at work is an essential function of this position.

NON-ESSENTIAL DUTIES

May be required to act as an interpreter, as necessary.

Refers customers for financial assistance if a need is determined. Counsels customers regarding high bills and instructs in conservation methods. Works with customers for problem resolution, i.e. high bills, payment arrangements/collections.

Suggests strategies for improving customer service.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

QUALIFICATIONS

This position is subject to the City's Drug and Alcohol Free Workplace Program. This includes: pre-employment testing, post-accident testing, reasonable suspicion testing, return-to-duty testing, and follow-up testing.

Extensive background checks required.

Must have a high school diploma or equivalent; previous customer service, cash handling and collection experience preferred, but not required; clerical background sufficient to perform the duties as outlined.

Must successfully pass a criminal background investigation due to frequency of access to cash receipts.

Ability to calculate rates, charges/refunds for misreads, tampering adjustments, etc.

Ability to communicate in an efficient and calm manner with irate or distraught customers.

Ability to deal with stress. Must be able to focus on one customer issue at a time. Multi-tasking is sometimes needed, although it is imperative to give current customer your undivided attention.

Ability to understand and communicate complex rate schedules.

Ability to perform arithmetic computations accurately and quickly; ability to communicate effectively verbally and in writing; ability to establish successful working relationships; ability to work under pressure and/or frequent interruptions.

Ability to establish and maintain cooperative working relationships with co-workers, supervisors, other City personnel and the public.

Ability to operate tools and equipment listed.

TOOLS AND EQUIPMENT USED

Cash register, typewriter, calculator, telephone, personal computer including Word, Excel, email, and utility billing software packages, copy machine and fax machine.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hand to finger, handles, or operate objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is quiet to moderate.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER, M/F/D/V.