UTILITIES CUSTOMER SERVICE REPRESENTATIVE
Company: CITY OF WACO, TEXAS
Location: Waco
Posted on: April 5, 2021
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Job Description:
Utilities Customer Service Representative City of Waco, TX 1 of
3 Utilities Customer Service Representative Office / Clerical 8640
Customer Service Supervisor Utilities 217 Non-Exempt Physical Type
#1 PRIMARY DUTY: Under basic supervision, performs customer service
functions for clients of the Water Utility Services Department
(WUSD). ESSENTIAL FUNCTIONS: Essential functions, as defined under
the Americans with Disabilities Act, may include any of the
following representative duties, knowledge and skills. Factors such
as regular attendance at the job are not routinely listed in job
descriptions, but are an essential function. Essential duties and
responsibilities may include, but are not limited to, the
following: Provides customer services for WUSD clients; processes
new customers, payments, service requests, service charges and
adjustments according to City policies and procedures. Prepares
records and billing account updates, creates work orders, enters
and verifies data, processes documents and transactions, resolves
customer service issues and provides special customer services.
Provides prompt, courteous and accurate service to the public with
WUSD services questions, requests for information and complaints in
order to maintain positive customer service relations. Supports the
relationship between the City of Waco and the general public by
demonstrating courteous and cooperative behavior when interacting
with citizens, visitors and City staff; maintains confidentiality
of work- related issues and City information. Perform other related
and assigned duties as required. Driving is essential KNOWLEDGE AND
SKILLS:Knowledge: City policies and procedures. City utility
billing rules and procedures. Principles of record keeping,
accounting and bookkeeping and records management. Customer service
principles and methods. City and Microsoft software. Federal and
state regulations, including applicable FTC and Banking
regulations. Skill in: Entering data and numerical information into
a computer system with speed and accuracy and maintaining
electronic records, files and databases. Operating a personal
computer utilizing standard and specialized enterprise software.
Communicating effectively verbally and in writing. Analyzing
problems, resolving disputes and presenting effective solutions.
Assessing and prioritizing multiple tasks, projects and demands.
MINIMUM QUALIFICATIONS: High School Diploma or GED equivalent is
required; AND two years' customer service, call-center or
bookkeeping experience. LICENSE AND CERTIFICATION: Utilities
Customer Service Representative City of Waco, TX 2 of 3 Must
possess a valid Texas Driver's License. According to the needs of
the City, specific training and certifications may be required.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT: The physical demands
described here are representative of those that must be met by an
employee to successfully perform the essential functions of this
job. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions. The physical
activities of this position include: o Balancing - Maintaining body
equilibrium to prevent falling and walking, standing or crouching
on narrow, slippery, or erratically moving surfaces. o Reaching -
Extending hand(s) and arm(s) in any direction. o Walking - Moving
about on foot to accomplish tasks, particularly for long distances
or moving from one work site to another. o Pushing - Using upper
extremities to press against something with steady force in order
to thrust forward, downward or outward. o Pulling - Using upper
extremities to exert force in order to drag, haul or tug objects in
a sustained motion. o Lifting - Raising objects from a lower to a
higher position or moving objects horizontally from
position-to-position. This factor is important if it occurs to a
considerable degree and requires substantial use of upper
extremities and back muscles. o Finger Dexterity - Picking,
pinching, typing or otherwise working, primarily with fingers
rather than with the whole hand as in handling. o Grasping -
Applying pressure to an object with the fingers and palm. o Feeling
- Perceiving attributes of objects, such as size, shape,
temperature or texture by touching with skin, particularly that of
fingertips. o Talking - Expressing or exchanging ideas by means of
the spoken word. Those activities in which they must convey
detailed or important spoken instructions to other workers
accurately, loudly, or quickly. o Hearing - Perceiving the nature
of sounds at normal speaking levels with or without correction.
Ability to receive detailed information through oral communication
and to make the discriminations in sound. o Repetitive motion -
Substantial movements (motions) of the wrists, hands and/or
fingers. The physical requirements of this position: o Sedentary
work. Exerting up to 10 pounds of force occasionally and/or
negligible amount of force frequently or constantly to lift, carry,
push, pull or otherwise move objects, including the human body.
Sedentary work involves sitting most of the time. The visual acuity
requirements including color, depth perception and field vision: o
The worker is required to have close visual acuity to perform an
activity such as: preparing and analyzing data and figures;
transcribing; viewing a computer terminal; extensive reading. The
conditions the worker will be subject to in this position: o Work
is performed primarily in an office setting or well-lit,
temperature-controlled working environment. This job description is
not intended to be construed as an exhaustive list of
responsibilities, duties and skills required. City management has
exclusive rights to alter this job description at any time without
notice. Employees will be required to follow any other job related
instructions and to perform any other job related duties requested
by any person authorized to give instructions or assignments. This
document does not create an employment contract, implied or
otherwise, other than an 'at-will' relationship. Utilities Customer
Service Representative City of Waco, TX 3 of 3 Job Description
Acknowledgement I verify that I have received a copy of my job
description by the signature below. As an employee of the City of
Waco, I understand the duties and responsibilities assigned to me.
Furthermore, I understand that the duties listed above are
guidelines and will change over time, as necessary. From time to
time, I understand that I may be asked to perform duties and handle
responsibilities that are not specifically addressed in my job
description.
Keywords: CITY OF WACO, TEXAS, Waco , UTILITIES CUSTOMER SERVICE REPRESENTATIVE, Hospitality & Tourism , Waco, Texas
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