Customer Service Representative

Customer Service Representative

Willmar Municipal Utilities

Position Title: Customer Service Representative Department: Customer Service Supervisor’s Title: Director of Administration

Purpose:

Performs customer service and clerical work to provide and phone service to Utility customers, other agencies, and the general public. Collects payments, provides customers with information regarding account, and responds to problems.

Organizational Relationships:

Internal Communications : All departments and staff as needed/required

External Communications: Utility customers in person and on phone, Family Services,

Heartland, Salvation Army, Lutheran Social Services, local churches, landlords, HRA, banks, etc.

Supervises: None – team player

Essential Duties and Responsibilities:

- All aspects of Customer Service:

- Promotes WMU programs & services and is the first point of contact for customers

- Counter and phone assistance for customer payments, service requests, general billing questions and concerns

- Work with agencies providing assistance to customers

- Negotiate and set up payment arrangements on delinquent accounts

- Set up customer budget plans

- Accurate handling of cash and daily balancing

- Update and maintain customer files as needed

- Municipal Online Payments website assistance

- Process daily mail and night depository collection

All processes relative to customer utility accounts:

- Create service orders

- Receive payments – cash, check, EFT, ACH, etc.

- Budget Plan calculation

- Penalties and Disconnect Notices and verification

- Collections and lien processing

- Balance Transfers

- Customer deposits and credit refunds

Other Duties and Responsibilities:

- Performs other related duties as assigned by Supervisor.

Required Knowledge, Skills & Abilities:

- Strong computer and communication skills (verbal and written)

- Self-motivated, organized

- Billing and customer care service

- Modern office procedures, methods and software

- Cash handling and balancing to account for utility payments

- Office equipment operation, such as telephone system, computer, calculator, copy machine, etc.

- Organize and prioritize work load

- Troubleshooting and handling of stressful situations

Minimum Qualifications:

- 2 year degree in Accounting/Business/Secretarial or equivalent preferred

- Proficient in Microsoft Office Suite

- Class D driver’s license

- Preferred Qualifications:

- Bilingual English/Somali

- 2 Year degree in Accounting

Working Conditions:

Works in typical office setting standing or sitting for extended periods of time while working at computer or customer care counter. Use fine motor skills and performs a variety of repetitive and physical movements to carry out office tasks, keyboard/type, and handle department files and records.

Uses near vision, hearing, and sense of touch. Travels out of office to pick up mail and perform banking tasks.

Job Type: Full-time

Pay: From $29.04 per hour

Expected hours: 40 per week

Benefits:

- Dental insurance

- Health insurance

- Paid time off

People with a criminal record are encouraged to apply

Work Location: In person