Customer Service Representatvie III
July 20, 2020
Open Civil Service exams will be administered on Tuesday, August 18 and Wednesday August 19, 2020. Exam times will be at 5:30 pm, 6:30 pm and 7:30 pm each day. Applicants will be scheduled in the order in which they apply. Each applicant will receive a testing notice in the mail after the application deadline with their respective testing date and time.
Exams will be administered at Owensboro Christian Church, Room Entrance E - 2818 New Hartford Rd, Owensboro, KY 42303.
Job Code: 087
Department: Customer Service and Shared Services
Reports To: Customer Service and Billing Supervisor
Location: Main Office
Date Prepared: January 14, 2014
Date Revised: February 15, 2016
GENERAL DESCRIPTION OF POSITION
The intent of this description is to provide a representative summary of the major duties and responsibilities performed by employees on this job. Employees may be required or assigned other related activities, projects, or tasks other than those specifically presented in this description. The requirements are representative of the knowledge, skill and/or ability needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Under the moderate supervision of the Customer Service Supervisor and the Billing Supervisor, performs a variety of routine clerical and customer service tasks including typing, filing and recordkeeping. May require extensive customer contact and problem solving. Requires judgment in applying well-established procedures and methods, such as completing detailed forms and recording complex data.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Prepares, types/enters and files reports reflecting daily billing activity.
2. Create and scan computer generated lists, monitoring for hi/lows and billing errors and makes corrections where necessary.
3. Makes and receives telephone calls to customers regarding service and billing issues. Offers payment or adjustment solutions adhering to OMU guidelines and standards. Provides general information.
4. Loads and unloads meter reading handhelds with their daily routes and ensures proper maintenance of handhelds.
5. Transfers account balances from inactive to active status as needed.
6. Processes phone and mail-delivered bill payments.
7. Bills sanitation and sewer adjustment charges from respective entities.
8. Talks with customers by phone or in person and receives orders for installation, turn-on, disconnection or change in service.
9. Makes bill corrections.
10. Processes services orders relating to account changes as well as billing such as customer transfers, security light billing,new electric and water meter service installations, special reads, and trouble orders..
11. Processes account maintenance on meter change-outs, rate changes, tax changes, and taps on fire hydrants.
12. Balances accounts daily.
13. Types general correspondence, reports and forms.
14. Duplicates any necessary forms and documents using computer or photocopier.
15. Completes collection activity including compiling accounts to be disconnected as well as written-off.
16. Generates and proofs bills and disconnect notices for errors before mailing.
17. Prints bills and notices for customers and prints service orders for their respective department.
18. Submits, reviews and transfers automatic checking / credit card amounts and verifies with bank.
19. Processes documents through imaging equipment, and indexes accordingly.
20. Perform any other related duties as required or assigned.
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others, plus 12 to 18 months related experience and/or training. Or equivalent combination of education and experience.
Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.
CRITICAL THINKING SKILLS
Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Valid Driver's License
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
SOFTWARE SKILLS REQUIRED
Basic: Accounting, Spreadsheet, Word Processing/Typing
INITIATIVE AND INGENUITY
Under immediate supervision, performs general assignments of work, with periodic check of performance by supervisor.
Limited responsibility with regard to specific assignments in planning time, method, manner, and/or sequence of performance of own work operations.
Performs work operations which permit infrequent opportunity for decision-making of minor importance and which would only affect the operating efficiency of the individual involved to a slight degree.
Light mental demand. Operations requiring intermittent directed thinking to carry out predetermined procedure or sequence of operations of limited variability. Operations requiring intermittent attention to control machine or manual motions.
ANALYTICAL ABILITY / PROBLEM SOLVING
Repetitive. Activities or duties using a pre-determined set of processes or directions coupled with nearby supervision. Learned things in situations where choice is simple or patterned.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include but not limited to interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems.
Supervises the following departments: Not indicated.
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
Occasionally responsible for the organization's and/or associated organization's property where carelessness or error would result in only minor damage or minor monetary loss. Ordinary care and attention is required when handling this property in order to prevent loss.
Probable errors of internal scope should ordinarily be detected within the department or office in which they occur, but may affect the work of others within the unit, requiring additional expenditure of time to trace errors and make all necessary corrections. Errors would require a moderate amount of time to correct.
FREEDOM TO ACT
Defined. Semi-repetitive prescribed processes and procedures with nearby supervision.
ANNUAL MONETARY IMPACT
The amount of annual dollars generated based on the job's essential duties / responsibilities. Examples would include direct dollar generation, departmental budget, proper handling of organization funds, expense control, savings from new techniques or reduction in manpower.
None. Job does not create any dollar monetary impact for the organization.
IMPACT ON END RESULTS
Modest impact. Job has some impact on the organizations end results, but still from an indirect level. Provides assistance and support services that facilitates decision making by others.
Regular contacts with patrons, either within the office or in the field. May also involve occasional self-initiated contacts to patrons. Lack of tact and judgment may result in a limited type of problem for the organization.
Contacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present or discuss data, but only as pertains to an immediate and specific assignment. No responsibility for obtaining cooperation or approval of action or decision.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, driver's license/cdl, etc.)
Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the functions of this job, the employee is occasionally exposed to work near moving mechanical parts.The noise level in the work environment is usually moderate.
The following physical activities 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 and expectations.
Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.
While performing the functions of this job, the employee is regularly required to sit, talk or hear; frequently required to use hands to finger, handle, or feel, reach with hands and arms; and occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; distance vision; color vision; and ability to adjust focus.
Knowledge and Abilities
High school diploma or GED equivalent required. Ability to operate basic office equipment such as typewriter, calculator, personal computer, phone system and photocopier. Knowledge of general office procedures and with recordkeeping procedures, customer service courtesy and related standard office operating procedures.
19 to 23 months clerical experience required including typing, filing, recordkeeping and data entry functions.
Subject to Random Drug Testing: No