Customer Service Representative - Rockford, United States - Four Rivers Sanitation Authority

Description

This position serves the public by providing the highest level of customer service by successfully completing detailed clerical and administrative duties.

General Statement of Duties

Under general supervision, performs work of routine difficulty while providing professional, quality customer service that consistently meets or exceeds the needs of the customer.

Includes performing a wide variety of communication-related tasks; processing data and billing transactions, receiving calls and requests for services from citizens and entering requests for service, recording, filing, and performs related work required.

Essential Functions (Illustrative Only)

Performs clerical duties associated with customer service and general billings, which may include utility billing, business licenses, permits and other miscellaneous billings as necessary.

Communicates with customers or other individuals to answer questions, gather information, reconcile discrepancies, handle complaints, and facilitate collections.

Gathers, assembles, tabulates proofs, extends, balances, summarizes, and posts fiscal and customer service-related data.

Serve as an information resource to the general public. May be required to locate requested information through additional sources.

Answers questions regarding Four Rivers services, payments, or account balances for internal and/or external customers.

Inputs work orders for Four Rivers services as defined by the customer need.

Acts as cashier. Totals cash receipts when required.

Performs general office duties such as filing, typing, data entry, answering the phone, and sorting and collecting and distributing mail; operates a wide variety of office equipment including but not limited to, a multi-line phone, fax, copier, personal computer, and external window microphone.

Contributes to a positive work environment through respectful communication, active listening, and support for the Customer Service team's goals and objectives.

May assist with training new clerical personnel.

Accurately tracks and approves timesheets and makes appropriate time off requests, and processes benefit, leave, and training needs and requests through ERP software on smartphone, tablet, or computer.

Adheres to all safety procedures, practices, and requirements.

Provides superior internal and external customer service.

Contributes to a positive work environment through respectful communication, active listening and support for the Customer Service team's goals and objectives.

Represents Four Rivers Sanitation Authority and its policies in a positive manner internally and externally.

Maintains reasonable and customary attendance.

Performs other duties as assigned.


Supervision Received

Work is in a team environment under the general supervision of the Customer Service Manager or other administrative superior who assigns and reviews the work.

Completed work is reviewed as needed for accuracy and timeliness, adherence to rules and processes, and for overall results achieved.

Supervision Exercised
Supervision is not a responsibility of this class.


Working Conditions & Physical Demands

Work is performed primarily in an office setting with occasional walking, standing, lifting, bending, or mínimal physical activities carrying items up to 25 pounds.

Many tasks may have set deadlines and involve volume processing. Work is reviewed through the department's quality assurance program for accuracy, policy compliance, customer service abilities, and completeness. Some driving may be involved.


Knowledge, Skills and Abilities (KSAs)

Proven internal and external Customer Service skills: Can manage difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.

Knowledge of customer service principles and practices, various Four Rivers services, and Four Rivers terminology and procedures.

Knowledge of MS Office Suite or other word processing, spreadsheet and database software standards that may be adopted by Four Rivers, the operation of office equipment and machines and personal computers.

Skill in performing basic data entry, bookkeeping practices, and of basic arithmetic calculations and in accurately using a calculator, and billing and posting machines.

Skill in Problem Solving:

Can gather and analyze information skillfully; develop appropriate solutions; works in group problem-solving situations; use reason even when dealing with emotional topics.

Ability to communicate clearly and persuasively in positive or negative situations; listen and get clarification.

Ability to contribute to building and maintaining a positive teamwork environment.

Ability to maintain the confidentiality of communications, files, and documents.

Ability to provide the highest level of internal and external customer service.

Ability to maintain reasonable and customary attendance.

**Acce