Services Online

This position provides customer service assistance via telephone, email, or face to face contact. Responsibilities include establishing new accounts, starting and stopping service, assisting with phone system and web portal access, and answering water rates and billing questions. Duties may vary based on the area of assignment.

Work requires independent judgment within established guidelines and is performed under the general supervision of a designated supervisor, who evaluates performance based on accuracy and achievement of desired results in providing customer service.

Duties may vary based on area of assignment. The following are representative duties, it is not the intent to capture all duties performed by this classification.

• Handles customer calls from Utilities and Solid Waste inbound queue.
• Completes requests to start and/or stop Water/Wastewater/Irrigation services.
• Opens Utility accounts including handling account holder identification.
• Provides account financial status to customers; including past due, collections and severance information.
• Educates and provides process for self-pay procedures via web portal and automated phone system.
• Reviews and assists with in depth billing or usage inquiries including high bill concerns and high use troubleshooting.
• Creates needed Field activities/orders for Meter Services.
• Communicates with leadership, and other departments as needed to resolve customer and account issues.
• All other related duties as assigned.

Solid Waste:

• Performs responsible clerical work receiving payments, issuing receipts, interacting with customers and franchise haulers.
• Answers program hotline calls.
• Provides information on and interpretation of County ordinances and policies.
• Researches, compiles and analyzes data for use in reports and meetings.
• Investigates and resolves customer service issues and problems concerning recycling, garbage, yard waste and commercial recycling.
• Distributes incoming mail and maintains check log.

Graduation from high school or equivalent and one (1) years of customer services related experience.

Ability to type at a rate of 20 correct words per minute.