Customer Service Representative

Position Summary and Qualifications

Salary is just one component of FPUA's excellent total compensation package. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. To achieve this goal, we offer market leading benefits as summarized under the “Benefits” tab above the Description within this job posting. The salary range shown represents the minimum to midpoint salary for this position. The actual salary offered will depend on qualifications and experience.

The Customer Service Representative serves as the primary point of contact for customers. This role involves processing payments, responding to inquiries, resolving billing issues, processing service requests, and ensuring a high level of customer satisfaction through professional and courteous communication. This position operates under the direct supervision of Team Leaders or the Customer Service Supervisor.

(NOTE: There are also secondary functions, which the employee will be required to perform.)

Respond to customer inquiries via phone, email, and in-person regarding utility accounts, billing, payments, and service interruptions.

Accept and process payments in person, by mail, and electronically (cash, check, credit/debit).

Issue receipts and provide accurate change for cash transactions.

Process new service applications, transfers, and disconnections.

Investigate and resolve billing discrepancies and complaints in a timely manner.

Maintain accurate customer records and update account information in the system.

Educate customers on billing options, utility policies, procedures, and conservation programs.

Assist customers with online account access, including troubleshooting login issues and guiding them through digital tools.

Generate service orders and work requests for meter readings, repairs, and disconnections.

Handle emergency calls and escalate issues as needed.

Track and report recurring customer issues to help identify service improvement opportunities.

Participate in training sessions to stay current on utility regulations, system updates, and customer service best practices.

Maintain confidentiality of customer information in accordance with data protection policies.

Ensure compliance with company policies, public records and regulatory requirements.

Follow internal controls and procedures for cash handling and financial transactions.

Contribute to a positive team environment by sharing knowledge and supporting coworkers during high-volume periods.

Perform other duties as assigned.

High school diploma or equivalent, associate degree preferred.

1-2 years of customer service experience, preferably in a utility or municipal environment.

Proficiency in Microsoft Office and customer service software (e.g., CRM/CSM systems).

Ability to handle high call volumes and manage multiple tasks efficiently.

Knowledge of utility billing systems and procedures is a plus.

When considering new job applicants, a comparable amount of training and experience may be substituted for the minimum qualifications.

Successful performance in this role depends on:

- Ability to initiate change and demonstrate creativity, collaboration, pride, and accountability on a continuous basis.

- General knowledge of office practices and procedures.

- Working knowledge of report generation and data compilation techniques.

- Strong customer service and interpersonal skills.

- Proficiency in mathematical calculations and financial accuracy.

- Effective problem-solving and decision-making skills.

- Skilled in time management, organization, and attention to detail.

- Competence in collaborative teamwork and maintaining positive working relationships.

- Ability to operate a personal computer, navigate the internet, and use office software effectively.

- Ability to handle cash payments, maintain accurate records, and balance cash drawers daily.

- Ability to analyze customer accounts, interpret payment data, and explain billing information concisely.

- Ability to maintain and organize filing systems, including paperless systems and document scanning.

- Ability to compile and create reports accurately and in a timely manner.

- Ability to understand and follow oral and written instructions, and interpret ordinances, rules, and regulations.

- Ability to make routine decisions in accordance with established guidelines and apply them appropriately in work situations.

- Familiarity with City Codes, FPUA policies, and utility practices is preferred.