Customer Service Representative Job at Brunswick Regional Water & Sewer H2GO

Job Summary

Under the direction of the Customer Service Manager, performs a variety of tasks related to customer service, including a number of accounting functions, including but not limited to customer billing, revenue collection, and maintaining H2GO customer records. Essential functions are not intended to be an exhaustive list of all responsibilities, duties and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it. Employees are responsible for all other duties as assigned.

Job Duties & Responsibilities

• Supports the Customer Service Manager in achieving H2GO’s mission, plans, objectives and values.
• Answers incoming telephone calls and responds to routine questions from the public. Using utility billing software, compiles reports and necessary documents, historical data, billing/account statements and other information necessary to answer customers’ inquiries. Assists customers with electronic payment options.
• Maintains and administers customer utility accounts according to H2GO policies and procedures.
• Receives and records public requests for water/sewer maintenance services, and relays work orders to appropriate departmental staff.
• Organizes and performs a variety of complex and responsible bookkeeping duties related to customer accounts, including: Month-end and fiscal year-end balances; daily compilation and calculation of deposits; processes payments from various sources including on-line; performs auto posting to customer accounts; prepares and maintains all ledgers and reports; assists Customer Service Manager in reconciling utility billing to the general ledger for the Finance Director; maintains and audits cash drawers as needed; reconciles cash receipts in a timely manner.
• Follows appropriate H2GO collection procedures to manage delinquent customer accounts. Pursues the collection and arranges payment for delinquent accounts in accordance with H2GO policies.
• Under the supervision of the Customer Service Manager, administers and maintains accurate and timely accounts receivable for residential and commercial water and sewer billing accounts quarterly.
• Processes, records, reconciles, and transmits multiple electronic and manual payment types.
• Works closely with utility field staff to perform multiple functions associated with customer water meters, grinder pumps, service connections and sewer laterals, and other work orders.
• Performs various administrative support functions as necessary, including assessment of customer special needs and various other related duties as assigned by Customer Service Manager.

Qualifications

• High School Diploma with moderate customer service experience required.
• Associates Degree preferred.
• Communicate with customers in person, over phone or email to listen and resolve customer needs,
• Operate utility billing software (Edmonds) to update utility customer accounts and maintain bookkeeping such as (e.g., Month-end balances, daily compilation and calculation of deposits and posting to customer accounts, auditing cash drawers),
• Communicate with field staff to perform multiple functions associated with customer water meters and other equipment and customer problem resolution.
• Some accounting experience, and accounting software (Edmonds) use along with Microsoft product skills is preferred.
• Bilingual strongly preferred.
• Ability to communicate with customers as well as work on tasks independently and in teams is essential.