CSR/Accounts Specialist I

This position is responsible for interaction with the customers, primarily in response customer account inquiries with regard to rate fees, account status, system operations, consumption rates, billing cycles, operating procedures, balances due and payment schedules, etc.

Work is performed in the Customer Service Center. Work involves use of a computer, phone, copy/scanner/fax, calculator in addition to other office equipment.

Research historical account files and performs historical tracing of account information.

Receives and replies to inquiries from customers.

Calculates usage and balances due.

Documents transactions with customers.

Initiates water meter inspections when warranted.

Interviews debtors and establishes mutually acceptable payment schedules.

Contacts property owners concerning delinquent utility bills

Processes appropriate forms for a wide variety of account transactions.

Verifies the existence of medical conditions of resident(s) in affected properties. Notifies the appropriate personnel of shutoff status.

Generates and maintains termination notices to customers and affected parties.

Maintains regular, punctual and predictable attendance.

Reports to work and remains at work in a productive condition which includes not being under the influence of or impaired by the use of drugs and/or alcohol.

Establishes and maintains an effective working relationship with supervisors, co-workers and the general public.

Completes all assignments in an efficient, consistent and timely manner.

Act as liaison between departments to address customer questions and concerns.

Prepares work list for field personnel including complaints and investigations needed.

Investigate consumption on active meters to identify and properly bill customer.

Perform reasonable related duties in equal or lower classifications as assigned by supervisory personnel.

Perform work as directed by supervisors in accordance with Article XXX, Job Classification, Section 1 provision of the Basic Labor Agreement.

Demonstrated proficiency in overcoming objections, payment processing, late charge calculations, handling upset customers, general collection knowledge.

Demonstrated proficiency promoting positive customer relationships.

Problem solving skills to include identifying customer concerns and providing a solution.

Demonstrated proficiency with listening skills to understand and take action for problem resolution.

Thorough understanding of Fair Debt Collection Act.

Ability to prepare effective oral and written reports and make recommendations.

Ability to operate calculators and knowledge of general office practices.

Effective listening and reasoning skills.

High School or equivalent and at least two years of office experience including interactions with the public, and 2 or more years involving accounting and/or record keeping or acceptable equivalent combination of training and/or experience.

Demonstrated proficiency in handling customer calls and transactions.

Bilingual English/Spanish desirable.