Customer Service Representative I

Owensboro Municipal Utilities - Owensboro, Kentucky
October 14, 2020
Open Civil Service exams will be administered on Tuesday, November 17 and Wednesday, November 18, 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:                 096
Exempt:                    No
Department:             Customer Service and Shared Services
Reports To:             Customer Service 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, performs a variety of recurring clerical tasks including screening and directing external telephone calls, typing, receiving payments, filing and data entry.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Receives customer billing payments.
2. Opens and processes mail payments.  Assists in the entry and verification of mail payments.
3. Balances cash receipts.
4. Enters information for customer service requests.
5. Gives general billing information to public.
6. Types general forms and correspondence.
7. Duplicates any necessary forms and documents using computer or photocopier.
8. Acts as receptionist and switchboard operating greeting and directing the public, answering and directing external telephone calls and taking messages.
9. Monitors disconnect lists and reports payments.
10. Processes and balances assistance agency payments.
11. Scans daily mail payments for accuracy.
12. Perform any other related duties as required or assigned.
QUALIFICATIONS
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 0 to 6 months related experience and/or training. Or equivalent combination of education and experience.
COMMUNICATION SKILLS
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.
MATHEMATICAL SKILLS
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 use common sense understanding in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few known variables in situations of a routine nature.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Valid Driver's License
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
SOFTWARE SKILLS REQUIRED
Basic: 10-Key, Alphanumeric Data Entry, Word Processing/Typing
INITIATIVE AND INGENUITY
SUPERVISION RECEIVED
Under immediate supervision, with short assignments of work at frequent interval with regular check of work.
PLANNING
Limited responsibility with regard to specific assignments in planning time, method, manner, and/or sequence of performance of own work operations.
DECISION MAKING
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.
MENTAL DEMAND
Slight mental demand. Operations requiring little attention and repeated successively at short intervals or non-repetitive, but of such a nature as to require little directed thinking.
ANALYTICAL ABILITY / PROBLEM SOLVING
Strictly repetitive. Repetitive activities or duties using established processes, directions or sequence of steps coupled with immediate supervision. Learned things in simple situations.
SUPERVISORY RESPONSIBILITIES
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.
No supervision.
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.
ACCURACY
Probable errors of internal scope readily detected in normal course of work by standard check or routine crosscheck within a single department or office. Errors resulting from inaccuracy would create minor confusion, delay or expense to correct the situation.
ACCOUNTABILITY
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
Minimal impact. Job has little or no impact on the organization's end results. Job is focused on non-decision making activities or inconsequential duties.
PUBLIC CONTACT
Frequent contacts with general public, patrons, or other outside representatives, wherein the manner of handling these contacts has a bearing on the organization's position and operation.
EMPLOYEE CONTACT
Contacts of little importance and usually with immediate associates only. Requires only ordinary courtesy to avoid friction in relationship incidental to working with others.
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.)
WORKING CONDITIONS
Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.
ENVIRONMENTAL CONDITIONS
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.
PHYSICAL ACTIVITIES
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; and ability to adjust focus.
ADDITIONAL INFORMATION
Knowledge and Abilities
High school diploma or GED equivalent required.  Ability to operate basic office equipment such as typewriter, personal computer, phone system and photocopier.  Familiarity with general office procedures and knowledge of basic telephone and customer service courtesy required.
Experience
Six to twelve months clerical experience required including typing, filing and data entry functions.
Subject to Random Drug Testing:  No
$ per Employment Type: Full-Time