Customer Service Clerk I

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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.

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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.

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Education

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

Licenses, Certifications and/or Testing

• Required - Have and maintain a valid driver’s license Upon Hire
• 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

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

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

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Hybrid Flexible Work Arrangement

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

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*Please see SuccessFactors for a full listing of physical demands

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

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