Job Description

Summary

The Erie Water Works delivers World-Class Water, First-Class Service ®. As a Customer Service Representative , you will be essential in representing this value through outstanding support and assistance to our clients. Your core skills in communication, customer service, cash handling, and data entry will enable you to effectively address inquiries and resolve issues. Your proficiency in Microsoft Office and web-based systems will aid in managing customer interactions efficiently. Join our team and contribute to creating a positive experience for our valued customers in a fast-paced environment.
DUTIES: The duties of this job include, but are not limited to:

• Promptly and courteously answer customer inquiries related to all departments of the Water Works. Problems will include, but not be limited to: meter reading problems, incorrect bills, main breaks, water quality, and other problem accounts. Issue appropriate work orders to the proper area and communicate results to the customer as required.
• Assist in establishing new accounts; convert flat rate accounts to metered accounts.
• Process all paperwork associated with the creation of a new account, including customer applications, connection location information, meter sets; establish customer services and billing parameters and other data, as required.
• Prepare changes to customer accounts such as new ownership, change of billing addresses, change of billing name, etc.
• Courteously receive payments through teller window; make proper change and provide receipts.
• Open daily cash receipts; enter batches into Utility Billing System and balance. Operate automated cash processing equipment.
• Burst and prepare bulk mail (utility bills and notices) and maintain postage.
• Act as Operator/Receptionist when needed to include answering the switchboard, transferring calls, taking and disseminating messages, receiving visitors, and other related duties.
• Assist in the collection of delinquent accounts and develop Payment Agreements which follow the policies of the Water Works.
• Follow all safety regulations as required by the Erie Water Works.
• Perform other similar and related duties as required.

QUALIFICATIONS:

• Minimum high school diploma or equivalent.
• Two years as a Customer Service Representative I.
• Good interpersonal skills with customers, both by phone and in person, knowledge of the billing process and account creation process, good basic math skills, ability to operate a computer.
• Must be able to operate computer, switchboard, and other office equipment and have thorough knowledge of the billing process and the account creation process. Good basic math skills a must. Excellent interpersonal skills necessary.

THE ERIE WATER WORKS IS AN EQUAL OPPORTUNITY EMPLOYER AND ALL EMPLOYEES SHALL BE TREATED EQUALLY WITH REGARD TO DISCRIMINATION AS TO AGE, SEX, MARITAL STATUS, RACE, COLOR, CREED, NATIONAL ORIGIN, HANDICAP, OR POLITICAL AFFILIATION.