Customer Service Associate

Job Summary:

Represents the Customer Service department as the first point of contact.  Assists customers with billing questions and establishes payment arrangements. Receives and processes payments on customer accounts, including payments for permitting, licensing, and various city events. Maintains professionalism and delivers excellent customer service to coworkers, City personnel, citizens, and the public.

Major Responsibilities:

• Greets and welcomes citizens in a professional and courteous manner.
• Assists incoming calls and walk-in customers.
• Assists with new service contracts, utility services, disconnects, service transfers, payment arrangements, and leak adjustment requests.
• Accesses citizen accounts for general billing and water usage questions.
• Contacts customers regarding potential leaks.
• Receives and processes payments on customer accounts, including payments for permitting and licensing.
• Processes assessment payments and maintains payment spreadsheet
• Processes and balances mail and night drop payments on a daily basis.
• Balances and remits changes to the automatic drafts for submittal to Customer Service Manager for approval.
• Balances daily cash drawer and delivers all necessary reports and payments to designee for daily balancing, posting, and deposit.
• Maintains departmental email correspondence.
• Manages customer account files, including scanning of contracts and associated documents.
• Assists with water tap and hydrant meter applications; collects deposits as needed.
• Prepares work orders for general customer service functions and closes work orders as needed.
• Performs other duties as assigned, including assisting other departments as required.

Minimum Qualifications & Required Knowledge:

• Valid Class D Oklahoma Driver License.
• High school diploma or equivalent.
• Minimum six months experience in related field.
• Must be bondable.
• Knowledge of relevant policies, regulations, and ordinances.
• Knowledge of modern office equipment, practices, and procedures.
• Knowledge of City and departmental policies and procedures.
• Knowledge of basic accounting and mathematics.
• Knowledge of correct grammar and usage
• Skill in compiling data and preparing reports.
• Skill in planning and organizing work independently.
• Skill in establishing and maintaining files and records.
• Skill in interpersonal relations.
• Skill in oral and written communication.
• Experience with computer software related to facility management processing.

The City of Sand Springs is and EEOE/Drugfree Workplace

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