Services Online

This position is responsible for delivering exceptional customer service support through phone, email, and in-person interactions. Key responsibilities include establishing new accounts, initiating and terminating services, assisting customers with phone system and web portal access, and addressing inquiries regarding rates, billing, and services.

The role requires the ability to exercise independent judgment within established guidelines, under the general supervision of a designated supervisor. Performance is assessed based on the accuracy of work and the achievement of desired customer service outcomes.

Duties may vary based on area of assignment. The following are representative duties, it is not the intent to capture all duties performed by this classification.

• Manages incoming customer calls for Utilities and Solid Waste services.
• Processes service requests, including the initiation or termination of Water, Wastewater, and Irrigation services.
• Opens new utility accounts ensuring proper account holder identification is obtained and recorded.
• Provides customers with account status information, including past due balances, collections status and service disconnection.
• Educates customers on self-service payment procedures through the web portal and automated phone system.
• Reviews and assists with in depth billing or usage inquiries including high bill concerns and high use troubleshooting.
• Generates necessary field activities and work orders for Meter Services and Solid Waste.
• Communicates with leadership, and other departments as needed to resolve customer and account issues.
• Performs all other related duties as assigned.

High school diploma or equivalent and one (1) year of customer services related experience. An equivalent combination of relevant education and/or experience may be substituted on a year for year basis.

Ability to type at a rate of 20 correct words per minute.