POSITION TITLE: Customer Service Representative
DEPARTMENT: Gas
REPORTS TO: Customer Service Supervisor
Position Summary:
This full-time position will be responsible for answering incoming calls and assisting customers in person, obtaining important customer contact information in an accurate manner for service deposit forms and utility billing software, receiving and responding to customer complaints and inquiries in a professional manner, processing tickets for gas connections and disconnections, maintaining files, entering utility payments, running reports, and balancing deposits. This position requires knowledge of proper account processes with a high level of confidentiality and problem-solvingskills and the ability to provide accurate, timely, and courteous service under stressful and adverse circumstances.
Desirable Qualifications:
• Valid Driver’s license
• High School Diploma or G.E.D.
• Experience in customer service
• Must be able to work Monday – Friday from 8:00 AM – 5 :00 PM
• Knowledge of Microsoft Applications
• CPR/First Aid certified preferred
• Customer Service/Support Experience preferred
Essential Duties, Responsibilities and Skills:
• Communicate with supervisors, directors, other departments, property owners, contractors, complainants,
HOA’ s, public, and other individuals needed to coordinate work activities, review of status of work,
exchange information, resolve problems, or give/receive advice/direction.
• Assists in responding to citizen inquiries and complaints regarding the gas utility service and various other
general inquiries.
• Assists in preparation of reports and forms and maintains required records.
• Performs a variety of clerical duties to include typing, scanning, maintaining files, performing data entry,
and retrieval of information using a computer.
• Assists customers with payment arrangements within established policies and per management approval.
• Ability to make decisions that will affect others without supervision.
• Ability to create and manipulate spreadsheets.
• Ability to evaluate and analyze customer needs to provide excellent customer service.
• Ability to operate a variety of office equipment.
• Requires following all city policies and procedures.
• Requires repetitive physical and mental activity while maintaining extreme accuracy.
• Requires working in a team environment.
• Must possess strong oral and written communication skills.
• Requires the following basic skills: Active learning and listening, critical thinking, reading comprehension,
and mathematics.
• Requires the following social skills: Instructing, negotiation, persuasion, service orientation, social
perceptiveness.
• Obtaining certification to become a Passport Agent and Notary Public
• Must possess strong time management and organizational skills.
• Must maintain a safe work area.
• May perform additional duties, to include assisting other city departments as requested or required.
Original source can be found here.
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