Customer Service Representative - Water Billing

OVERVIEW OF POSITION / DEPARTMENT 

Responsible for a variety of complex customer service, clerical and public contact duties in person and on the telephone and provides routine administrative support for Aurora Water Billing Department. 

PRIMARY DUTIES & RESPONSIBILITIES  

• Handles calls for the Water Department’s customer call center.  

• Responds in a prompt, accurate, and courteous manner to customer inquiries about Water Department services, complaints, and comments both verbally and in writing  

• Answers or directs incoming calls and general inquiries to appropriate parties or information sources  

• Assists walk-in customers and greets visitors  

• Enters customer requests into database.  

• Documents and tracks responses to citizen contacts, requests, and complaints  

• Researches resource information and updates database  

• Operates a variety of office equipment including a personal computer, phone system, TTY and related software.  

• Prepares, reviews, proofs and processes division documents 

• Initiates/maintains customer accounts 

• Responds to all types of customer inquiries 

• Makes collection arrangements with customers 

• Researches and makes billing adjustments to accounts based on customer history 

• Reviews City and County records to determine proper mailing 

• Manages reports 

• Performs backup functions to other department activities as required 

• Performs other duties as assigned 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. 

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered. 

 Education: 

• High School Diploma or GED 

Experience: 

• 2 years of utility/municipality office experience and/or call center experience 

Knowledge:  

• Knowledge of business English, spelling and math, general office equipment, and personal computers with related software applications 

Abilities:  

• Ability to establish and maintain effective working relationships with employees and citizens. 

• Communicate effectively both verbally and in writing 

• Handle sensitive situations with tact and diplomacy 

• Able to operate a computer 

Skills:  

• Skilled in the use of computers including simple spreadsheet, database design, and word processing software applications. 

• Efficiently and accurately keys information using a keyboard 

• Possesses strong interpersonal skills 

• Proficient in Microsoft Office products including Outlook, Excel, and Word 

• Bilingual (Spanish-English) skills, preferred 

Licenses and/or Certificates Required:  

• None 

Essential Personnel:  

• When a local announcement of emergency or disaster is declared by the city, all City of Aurora employees may be required to work as essential personnel. 

Physical Demands:  

• Light physical work lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds with or without assistance. 

• Frequent hand/eye coordination for operation of office equipment 

• Vision for reading and interpreting reports and data analysis and preparation 

• Frequent speech communication, hearing and listening to maintain communication with employees and citizens 

• Considerable walking and standing; frequent pushing, pulling, and climbing 

• This position may require the incumbent to occasionally use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.