Customer Service Representative
Sitka, City and Borough of (AK), Sitka, AK, United States
Primary Purpose of Job
The primary purpose of this position is to provide customer service in the collection of payments received by mail or in person, to assist customers with utility services, and to respond to questions from customers about utility services and payment.
Essential Duties and Responsibilities
Serves as the primary, initial contact at the front counter of the payment office
Directs phone calls to appropriate departments
Processes payments received by mail or in person
Processes applications and work orders for utility accounts
Researches ambiguous and unreadable payments
Provides answers to or deals with complicated questions or problems regarding utility services or payments
Performs daily cash and check reconciliation
Secures revenue by verifying and posting receipts and resolving any discrepancies
Prepares insufficient check collection letters and pursues payment
Processes autopay batches for moorage accounts for each billing cycle
Performs other duties as assigned
Knowledge of
General office practices and procedures
Skills in
Operating a personal computer using standard software, such as Word, Excel, and Outlook, and customized financial, accounting, and auditing software
Organizing, maintaining, and managing a wide variety of records and files, including financial and legal records, both in paper and electronic form
Prioritizing work while focusing on multiple tasks that require meticulous attention to detail
Providing customer service including answering questions, handling payments, and dealing with routine problems
Ability to
Recognize and maintain confidential information
Produce high quality work that has been self-reviewed for accuracy
Work independently based on general instruction and in compliance with policies and procedures
Communicate effectively with others, both orally and in writing, using both technical and non-technical language
Understand and follow oral and written policies, procedures and instructions
Use logical and creative thought processes to develop solutions according to written specifications and oral instructions
Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines
Quickly learn and put to use newly acquired skills and knowledge
Minimum Qualifications
High school diploma or GED; and
One year of experience in customer service, bookkeeping or accounting, or cash handling; or
Any equivalent combination of experience, education, and training which provides the knowledge, skills, and abilities necessary to perform the work
Other Job Requirements or Expectations None
Working Conditions
General office setting
Specific Physical Requirements
Operating office equipment requiring repetitive hand movement and fine coordination using a computer and keyboard on a daily basis
Stand or sit for prolonged periods of time either in front of computer
Occasional bending, climbing, stooping, reaching, and twisting
Occasionally lift, carry, push, or pull objects up 50 pounds with or without the assistance of proper equipment
General Physical Requirements
Sufficient clarity of speech and hearing or other communication capabilities which permits the employee to communicate well with other employees and the general public
Sufficient vision or other powers of observation which permits the employee to use a computer screen and process numeric data
Sufficient manual dexterity which permits the employee to operate a computer keyboard and access files
Sufficient personal mobility and physical reflexes which permits the employee to move about in an office environment
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Essential Duties and Responsibilities
Serves as the primary, initial contact at the front counter of the payment office
Directs phone calls to appropriate departments
Processes payments received by mail or in person
Processes applications and work orders for utility accounts
Researches ambiguous and unreadable payments
Provides answers to or deals with complicated questions or problems regarding utility services or payments
Performs daily cash and check reconciliation
Secures revenue by verifying and posting receipts and resolving any discrepancies
Prepares insufficient check collection letters and pursues payment
Processes autopay batches for moorage accounts for each billing cycle
Performs other duties as assigned
Knowledge of
General office practices and procedures
Skills in
Operating a personal computer using standard software, such as Word, Excel, and Outlook, and customized financial, accounting, and auditing software
Organizing, maintaining, and managing a wide variety of records and files, including financial and legal records, both in paper and electronic form
Prioritizing work while focusing on multiple tasks that require meticulous attention to detail
Providing customer service including answering questions, handling payments, and dealing with routine problems
Ability to
Recognize and maintain confidential information
Produce high quality work that has been self-reviewed for accuracy
Work independently based on general instruction and in compliance with policies and procedures
Communicate effectively with others, both orally and in writing, using both technical and non-technical language
Understand and follow oral and written policies, procedures and instructions
Use logical and creative thought processes to develop solutions according to written specifications and oral instructions
Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines
Quickly learn and put to use newly acquired skills and knowledge
Minimum Qualifications
High school diploma or GED; and
One year of experience in customer service, bookkeeping or accounting, or cash handling; or
Any equivalent combination of experience, education, and training which provides the knowledge, skills, and abilities necessary to perform the work
Other Job Requirements or Expectations None
Working Conditions
General office setting
Specific Physical Requirements
Operating office equipment requiring repetitive hand movement and fine coordination using a computer and keyboard on a daily basis
Stand or sit for prolonged periods of time either in front of computer
Occasional bending, climbing, stooping, reaching, and twisting
Occasionally lift, carry, push, or pull objects up 50 pounds with or without the assistance of proper equipment
General Physical Requirements
Sufficient clarity of speech and hearing or other communication capabilities which permits the employee to communicate well with other employees and the general public
Sufficient vision or other powers of observation which permits the employee to use a computer screen and process numeric data
Sufficient manual dexterity which permits the employee to operate a computer keyboard and access files
Sufficient personal mobility and physical reflexes which permits the employee to move about in an office environment
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