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Customer Service Rep

Essential Functions (% of time):

  • Customer Service:

    • Greet walk-in customers and visitors; process customer payments in person, over the phone, online, or by mail; and update customer accounts in the utility billing system. (30%)

    • Take and log customer complaints and issue related service orders or forward to the appropriate person for resolution. (20%)

    • Process customer requests to initiate or terminate service; issue initiation, termination, and shut-off related service orders. (10%)

    • Respond to customer inquiries; research account and consumption history; make account and billing adjustments; and calculate estimated consumption. (10%)


  • Accounts Receivable:

    • Total, balance, and reconcile customer payments; open and close cash drawers; and prepare bank deposits. (10%)



Additional Duties: (15%)

  • Copying, faxing, mailing, processing incoming mail, and other administrative tasks as needed.

  • Other duties as requested.


Education/Certifications:

  • A High School Diploma or equivalency is required.


Experience:

  • A minimum of 1 year of customer service experience, preferably in a call center; 2 or more years of experience is preferred.

  • A minimum of 1 year of experience in one or more of the following areas: handling money, processing customer payments, or accounting; 2+ years of experience in one or more of these areas is preferred.

  • Experience with financial or billing software is strongly preferred.


Required Knowledge, Skills, and Abilities:

  • Knowledge of the principles and practices of effective customer service, including phone etiquette; excellent customer service skills and service orientation.

  • Knowledge of billing processes.

  • Strong organizational, time management, prioritization, and multi-tasking skills.

  • Ability to work independently with little to no supervision in a fast-paced call center environment.

  • Excellent verbal and written communication skills in English including spelling, grammar, and punctuation; bilingual in Spanish is a plus but not required.

  • Strong reasoning, analytical thinking, and problem solving skills.

  • Excellent attention to detail.

  • Must have strong math and monetary skills including the ability to process cash payments and make change; calculate percentages; and add, subtract, multiply, and divide sets of large numbers.

  • Ability to work with a diverse population of customers and District staff.

  • Proficiency in Word, Excel, and Outlook.

  • Proficient in the use of office equipment including fax and copier/printer.

  • Good typing skills with a minimum of 30 wpm.


Work Environment:

  • Employee will be working in the District's main office building in a small call center with significant walk-in traffic.

  • Employee will occasionally need to go from one building to another and therefore may briefly be exposed to the elements.


Physical Demands:

  • This is a typical office position that is not physically demanding for most people. Reasonable accommodations will be made whenever possible for qualifying individuals with disabilities.

  • Employee will:

    • Sit and work on a computer (including typing) for long periods of time.

    • Spend a lot of time on the phone using a headset.

    • Communicate with District staff, customers and members of the public, vendors, and outside contractors in person, in writing, and over the phone.

    • Bend, squat, twist, and reach (occasionally).

    • Walk up to approximately 200 feet between buildings (occasionally).

    • Lift up to 20 pounds (occasionally).



More Information
Company Description:

Adecco is the world's largest provider of staffing solutions. But it's not our size that makes us different, it's our unwavering commitment to the businesses, job seekers and communities we serve.¬ 
Every day, we propel job seekers forward in their career and help America's top employers attract, develop and manage the very best talent. Job seekers¬ rely on us for exciting temporary, temp-to-perm and permanent opportunities, as well as career resources and advice. Businesses throughout the country and across all industries count on us for access to more than 9 million qualified candidates and an ability to deliver proactive and actionable insight into the economy and the job market. We also sponsor community and nationwide community service events to ensure opportunities for all.¬ 
We are proud of the fact that we connect more people with more jobs than anyone else, and know how important what we do is - not only to the economy and job market, but also to the lives and communities we touch




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