Douglasville-Douglas County Water and Sewer Authority

JOB DESCRIPTION                                                          

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.   Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.  Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description. 

Customer Service Specialist

Department:           Customer Service  

Pay Grade:               3                                  

FLSA Status:            Non-Exempt

JOB SUMMARY

This position performs moderately difficult customer service, billing, and clerical work calling for accuracy and excellent customer relations and cash handling skills. Work involves a variety of customer service, clerical, billing, and record keeping duties and the use of discreet judgment in applying department rules to customer problems. The employee works with some degree of independence and is supervised by the Customer Service Supervisor. 

ESSENTIAL JOB FUNCTIONS

• Serves as cashier at the front desk for customers’ payment of bills.
• Answers customer inquiries by telephone or in person.
• Balances cash drawer daily.
• Updates customer accounts as needed.
• Makes adjustments to final bills and regular bills when necessary.
• Organizes and processes all field related work orders.
• Generates follow up phone calls and written correspondence on customer inquiries and problems.
• Handles new service tap-on fees and new deposits when needed, as well as terminations.
• Processes work orders.
• Processes mailed in and night box payments.
• Completes appropriate monthly reports.
• Operates various office equipment such as computer, typewriter, calculator, etc.
• Performs other related duties as required/assigned.   

QUALIFICATIONS

Education and Experience:

High School diploma or General Equivalency Diploma (GED) and one (1) year of customer service experience. 

Special Qualifications:

None

Knowledge, Skills and Abilities: 

• Knowledge of standard office equipment and procedures.
• Knowledge of elementary bookkeeping practices, collections, and billing procedures.
• Knowledge of basic arithmetic and English.
• Skill in the use of computers and appropriate software.
• Skill in customer service and problem solving techniques.
• Skill in organization techniques to efficiently complete tasks.
• Ability to read and interpret data correctly.
• Ability to follow complex written and oral directions.
• Ability to read, write, and communicate effectively with customers and other employees.
• Ability to work within an environment that may be stressful and where tack and diplomacy are important to customer service work.

PHYSICAL DEMANDS

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities are required:

• Fingering: picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Hearing: sufficient to perceive the nature of sounds at normal speaking levels with or without correction; ability to receive detailed information through oral communication, and to make the discrimination in sound. 
• Mental Acuity: sufficient to make rational decisions through sound logic and deductive processes.
• Talking: sufficient to express or exchange ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Visual Acuity: sufficient to observe violations of codes, to effectively operate standard office equipment; ability to read and write reports, correspondence, instructions, drawings, etc.; and to operate motor vehicles and/or heavy equipment, by both day and night.

WORK ENVIRONMENT

Work is performed in an office environment.  The noise level in the work environment is usually moderate.

The Douglasville-Douglas County Water and Sewer Authority has the right to revise this job description at any time. This description does not represent in any way a contract of employment.