SUPERVISOR: Customer Service Manager

FLSA CLASSIFICATION: NON-EXEMPT

ESSENTIAL JOB FUNCTIONS:

The Customer Service Representative is responsible for customer service functions to include, but not limited to direct customer contact; telephone inquiries; handling customer complaints, inquiries, or emergencies; computer data entry; collection of accounts; daily balancing of customer receipts and deposit activities; maintaining Business Office records; processing reports; and related office responsibilities as assigned by the Customer Service Manager. This position qualifies as safety sensitive under PSC guidelines.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, manager, or Superintendent of Utilities, subject to reasonable accommodations.

TYPICAL DUTIES AND RESPONSIBILITIES:

• Understand utility rate structures, policies, arrangements, and services available to customers
• Connect, disconnect and transfer utility services
• Set up/Stop attached landlords
• Collect and record customer payments
• Balance accounts receivable, customer deposits, customer refunds, and miscellaneous expenses
• Process customer refunds
• Accept and process service and work orders
• Accept and track trouble calls-including gas leak documentation
• Document and track customer extension requests
• Track, bill and print finals
• Send collections
• Checkout List
• Acceptance, tracking, and cancellation of customer bonds
• Acceptance and tracking of sales tax exemption of customers
• Track return checks, ACH, and Xpress Billpay payments
• Track miscellaneous income
• Transfer Xpress Billpay payments to Bank
• Input customer drop box and mail payments
• Prepare and balance daily bank deposit
• Prepare, record and balance bank drafts
• Make arrangements for collection of delinquent accounts
• Bill manual charges/credits
• Annual bad debit charge off
• Track and file Red/Green Tags
• Set up new location numbers
• Apply paperless billing
• Provide reports as needed

KNOWLEDGE/EXPERIENCE:

Employee should have the knowledge of and skill at operating modern office equipment, including typewriter; word processing; facsimile machine; calculator, and office procedures. The employee should be familiar with computer operations, including use of a Windows-based software environment. Must have the ability and willingness to understand and carry out oral and written instructions. Must be able to communicate effectively with other personnel. Employee must be able to handle multiple tasks on a simultaneous basis, must be able to learn new job duties as assigned by Supervisor, and shall be required to back-up other personnel during high workloads, vacations, or other absences. Must seek to maintain good public relation practices when working with the public.

PHYSICAL REQUIREMENTS AND OR WORKING ENVIRONMENTS:

Employee must be able to perform repetitive tasks daily. Must have the ability and willingness to understand and carry out oral and written instructions.

LICENSING CERTIFICATIONS:

Driver’s License

Formal application, rating of education and experience, oral interview, reference checks, and/or job-related tests may be required. As a condition of employment, the successful applicant will be required to pass a standard physical and drug test.

The duties listed under each job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Residency Policy:

As of May 1, 2022, employees of City Light Gas and Water are required to live within a 10-mile radius, from 303 S. Anthony Street, Kennett, Missouri and are bound to the west by the St. Francis River located approximately 4.4 miles west, and to the east by Little River Floodway Ditch located approximately 3.85 miles east.

All new hires are required to adhere by this policy and must meet the residency requirements within six months of their hire date.

All employees shall have a telephone at their place of residence, landline or cellular service is acceptable. Unlisted telephone numbers will be permitted providing the number be made available to all departments of CLGW. If a cellular service is chosen, signal reliability is required. This is the responsibility of the employee.

General and Administrative employees must have a reliable internet connection furnished in the event remote work is forced. This is the responsibility of the employee.

Any employee violating the residency requirements may be suspended, demoted, or terminated by the Superintendent of Utilities.

Additional Information

This position will work Tuesday - Friday from 7:00 a.m. to 6:00 p.m.

Basic Qualifications

• Employee should have the knowledge of and skill at operating modern office equipment, including typewriter; word processing; facsimile machine; calculator, and office procedures.
• The employee should be familiar with computer operations, including use of a Windows-based software environment.
• Must be able to communicate effectively with other personnel.
• Employee must be able to handle multiple tasks on a simultaneous basis, must be able to learn new job duties as assigned by Supervisor, and shall be required to back-up other personnel during high workloads, vacations, or other absences.
• Must seek to maintain good public relation practices when working with the public.
• Employee must be able to perform repetitive tasks daily.
• Must have the ability and willingness to understand and carry out oral and written instructions.
• Driver’s License
• Must meet residency requirements.
• Must be willing and able to work Tuesday - Friday from 7:00 a.m. to 6:00 p.m