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City of Gulfport · 2 days ago

Utility Customer Service Representative

Gulfport, MS

Full-time

Onsite

Entry Level

$26K/yr - $30K/yr

2+ years exp

City of Gulfport is seeking a Utility Customer Service Representative to support City-owned utilities in the Utility Billing department. The role involves providing customer service, handling billing inquiries, and performing clerical tasks related to water and sewer accounts.

Government Administration

Responsibilities

Directly deal with customers through various ways: face to face, by phone, by electronic mails responding to account and billing inquiries and adjustments, requests for service and other issues related to water utility services

Use various computer applications to prepare documents, data entry, and email

Communicate effectively, both orally and in writing with customers, co-workers and others providing feedback and strong problem-solving skills

Record the details of every action taken; as well as complaints, comments, and inquiries from customers, and maintain confidentiality of information

Completes work and projects in a thorough and timely manner with strong accuracy and attention to detail. Understands and follows directions from supervisor and others in the department

Accepts payments by cash, check, and credit card. Balance and prepare deposit daily. Safeguarding cash/check

Return customer phone calls assigned to you and complete request with a resolution through Cityworks; answer incoming calls when available

Maintain customer file maintenance; update mailing addresses, phone numbers, and email addresses

Process new accounts; make copies of required documents, check/collect for any unpaid balances at previous locations, and get signed consumer contract, as needed

Scan and attach documents into Tyler Content Management by account/customer number

Set accounts to final per written request from customer

Enter service orders for reconnects and remove special condition code for accounts locked off for nonpayment, once payment has posted

Cancel/complete work orders and notify Utility Billing Coordinator to remove disconnect fees for those customers who pay before account is locked off for nonpayment

Accept and process E-billing forms/set up in system

Accept forms for debit authorization/cancellation and pass along to Accounts Manager

Assist customers requesting for leak, pool, onetime adjustments; ensure form is filled out completely, attach receipts, print consumption report, add special condition code to account, and file accordingly per cycle

Coordinate with customers regarding adjustments denied or made to account, document the account, and remove special condition code if applicable

Apply drop or mail payments as needed

Qualification

Customer service skillsCash handling experienceComputer literacyTyping skill 30 wpmMathematical computationAnalytical thinkingOrganizational skillsCommunication skillsFlexibility

Required

High school diploma is required

One to three years of high-volume cash handling experience

Two to three years of increasing responsible customer service and basic clerical experience, or an equivalent combination of education and/or training

Must possess a valid Mississippi driver's license

Exceptional customer service skills that involves receiving and responding to customers concerns and needs

Ability to remain calm in stressful and sometimes verbally abusive situations

Exceptional communication skills by the ability to communicate effectively with face to face and phone customers with a clear and concise understanding

Ability to communicate with other departmental staff and maintain an effective working relationship with others

Self-sufficient in organization skills by completing assignments with accuracy and in a timely manner

Computer literate with the ability to learn the various software applications

Must demonstrate a typing skill of 30 wpm

Ability to make mathematical computation quickly and accurately

Ability to use analytical thinking and reasoning to solve a problem

Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea and follow-up

Ability to follow a systematic method of performing a task

Ability to multi-task in a high-pressure environment

Ability to apply city, state, and federal policies, laws and regulations

Make sound judgements while adhering to city ordinances and codes

Basic clerical work including, but not limited to typing, filing, and organizing, record keeping, basic mathematics and accounting techniques