Overview
CUSTOMER SERVICE REPRESENTATIVE I (Administrative) This position is responsible for providing support in billing and revenue collection for the Solid Waste Department, handling a high volume of calls to process customer account inquiries, requests and payments, and delivering all aspects of customer service including activating new accounts, terminating accounts, completing applications, moves and changes, and resolving customer complaints. The position also maintains account notes and documents phone conversations and written requests. Responsibilities
Billing
Maintain billing and collection documentation in an auditable state. Process new accounts, terminated accounts and resolve problem accounts. Work with Mobile Home Parks/Condos/RV Parks/Apartments owners to determine rates and account status of current residents. Prepare all documentation necessary to request debits, credits and balance adjustments to accounts. Perform research, as needed, to ensure accurate records of property, probate and addressing.
Collections
Post payments received to the proper account and maintain accurate files to the satisfaction of state audit requirements. Process customers walk-in payments and prepare the necessary documents for an accurate paper trail. Request and process route audits from collections drivers to rectify account questions, process paperwork and document all changes. Work Social Security and Low-Income Exemption applications and maintain the records in an auditable state. Fax and/or provide reports to Route Supervisors on a daily basis of new and/or terminated customers or service changes. Process and post payments for Waste Accounting clients and maintain records in an auditable state. Handle returned mail by working with property records, internet service and local phone records to locate where resident currently resides. Post payments to residential accounts. Prepare documentation to request account adjustments.
Customer Service
Handle customer complaints, record the complaint and resolve the issue; if it involves another department forward a copy to the department and track the complaint until it is resolved. Inform customers of allowed exemptions and send out letters and applications to qualifying residents. Assist customers with determining correct account status, e.g., Full Time, Seasonal, Vacant or commercial.
Miscellaneous
Maintain effective working relationships with the public. Prepare bank deposits and verify all returned slips.
Qualifications
Required Skills, Abilities and Knowledge
(Any item with an asterisk will be taught on the job):
Ability to communicate effectively with customers. Math skills to perform basic mathematical operations. Ability to neatly and clearly complete bank deposits reports, etc. Reading skills to understand various documents. Knowledge of filing system. Ability to keep clerical records and prepare accurate reports. Ability to prepare effective correspondence. Knowledge and ability to operate office machines such as typewriter, PC, copy machine, 10-key calculator, etc. Knowledge of basic accounting procedures. Ability to organize heavy workload and accomplish required tasks. Knowledge of Internet Explorer and Outlook Express. Knowledge of billing and collection software. Knowledge of SWDA procedures, as well as general office procedures.
Education and Experience
High school diploma or equivalent. Two (2) years accounting experience. Any equivalent combination of experience and training that provides the knowledge, skills, and abilities necessary to perform the work. Accounts Receivable and Accounts Payable experience desired. Experience with computerized accounting systems desired. Experience in service-oriented field with heavy customer service preferred.
Special Requirements
Self-motivated and team player. Willing to work nonstandard hours as necessary. Willing to travel as required. Ability to work under stress of recurring deadlines.
Physical Requirements
This position requires the ability to read and write; hear to respond to verbal communications and speak politely and clearly. Occasionally required to stand and walk; sit at a desk and work on a computer; reach with hands and arms; bend, move, stand, and lift as needed. Must occasionally lift and/or move up to 15 pounds. Ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. Work may involve exposure to adverse environmental conditions.
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CUSTOMER SERVICE REPRESENTATIVE I (Administrative) This position is responsible for providing support in billing and revenue collection for the Solid Waste Department, handling a high volume of calls to process customer account inquiries, requests and payments, and delivering all aspects of customer service including activating new accounts, terminating accounts, completing applications, moves and changes, and resolving customer complaints. The position also maintains account notes and documents phone conversations and written requests. Responsibilities
Billing
Maintain billing and collection documentation in an auditable state. Process new accounts, terminated accounts and resolve problem accounts. Work with Mobile Home Parks/Condos/RV Parks/Apartments owners to determine rates and account status of current residents. Prepare all documentation necessary to request debits, credits and balance adjustments to accounts. Perform research, as needed, to ensure accurate records of property, probate and addressing.
Collections
Post payments received to the proper account and maintain accurate files to the satisfaction of state audit requirements. Process customers walk-in payments and prepare the necessary documents for an accurate paper trail. Request and process route audits from collections drivers to rectify account questions, process paperwork and document all changes. Work Social Security and Low-Income Exemption applications and maintain the records in an auditable state. Fax and/or provide reports to Route Supervisors on a daily basis of new and/or terminated customers or service changes. Process and post payments for Waste Accounting clients and maintain records in an auditable state. Handle returned mail by working with property records, internet service and local phone records to locate where resident currently resides. Post payments to residential accounts. Prepare documentation to request account adjustments.
Customer Service
Handle customer complaints, record the complaint and resolve the issue; if it involves another department forward a copy to the department and track the complaint until it is resolved. Inform customers of allowed exemptions and send out letters and applications to qualifying residents. Assist customers with determining correct account status, e.g., Full Time, Seasonal, Vacant or commercial.
Miscellaneous
Maintain effective working relationships with the public. Prepare bank deposits and verify all returned slips.
Qualifications
Required Skills, Abilities and Knowledge
(Any item with an asterisk will be taught on the job):
Ability to communicate effectively with customers. Math skills to perform basic mathematical operations. Ability to neatly and clearly complete bank deposits reports, etc. Reading skills to understand various documents. Knowledge of filing system. Ability to keep clerical records and prepare accurate reports. Ability to prepare effective correspondence. Knowledge and ability to operate office machines such as typewriter, PC, copy machine, 10-key calculator, etc. Knowledge of basic accounting procedures. Ability to organize heavy workload and accomplish required tasks. Knowledge of Internet Explorer and Outlook Express. Knowledge of billing and collection software. Knowledge of SWDA procedures, as well as general office procedures.
Education and Experience
High school diploma or equivalent. Two (2) years accounting experience. Any equivalent combination of experience and training that provides the knowledge, skills, and abilities necessary to perform the work. Accounts Receivable and Accounts Payable experience desired. Experience with computerized accounting systems desired. Experience in service-oriented field with heavy customer service preferred.
Special Requirements
Self-motivated and team player. Willing to work nonstandard hours as necessary. Willing to travel as required. Ability to work under stress of recurring deadlines.
Physical Requirements
This position requires the ability to read and write; hear to respond to verbal communications and speak politely and clearly. Occasionally required to stand and walk; sit at a desk and work on a computer; reach with hands and arms; bend, move, stand, and lift as needed. Must occasionally lift and/or move up to 15 pounds. Ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions. Work may involve exposure to adverse environmental conditions.
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