Key Accountabilities

• Talks with customers by phone or in person and receives orders for installation, turn-on, discontinuance, change in service, or change of address and processes same by computer.
• Completes and mails contract forms, determines charges for service requested, and determines deposits, if any.
• Frequently interviews customers and others by telephone to answer inquiries and complaints pertaining to bills, customer deposits, and accounts using a computer.
• Frequently responds to complaints concerning billing or service rendered, referring complaints of service failures, such as low pressure or discolored water to designated departments for investigation.
• Frequently determines appropriate sewer, surcharge, PSD, or O&M entities based on geographic data from CIS system.
• Frequently determines from knowledge of distribution system who to dispatch in case of main breaks and other emergency service calls. 
• Frequently generates duplicate bills as requested.
• Frequently handles inquiries received by mail, compiling information from customer accounting records for replies written by self and others.
• Consistently interprets company policies related to customer service.
• Follows procedures established by the company for handling customer service inquiries and requests.
• Occasionally files records within area of responsibility.
• Consistently completes an acceptable number of customer inquiries per day as established by the company.
• Performs other duties as assigned. 

Knowledge/Skills

• General mechanical and plumbing repair and diagnosis preferred.
• General computer skills, including computers, smart phones, tablets, and/or other handheld devices.

Experience/Education

• High school diploma or general education degree (GED).

Certifications & Licenses

• Valid Driver’s License and ability to pass motor vehicle background check.

Work Environment

• Protection from weather conditions but not necessarily from temperature changes.
• Lifting 50 pounds maximum and occasionally lifting and/or carrying such articles as spiral notebooks.
• Walking and standing are required only occasionally. Reaching, Handling,Talking, Hearing and Seeing are constantly required.
• Candidate must have good driving record.

Competencies