Customer Care Representative

Grade: 6 Salary Range: $19.00 - $23.91/hour depending on experience FLSA: Nonexempt

Essential Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Performs customer service functions; provides information/assistance regarding water, sewer, sanitation or other services, procedures, documentation, fees, or other issues on the phone or in person; distributes forms and documentation; responds to routine questions or complaints; research problems/complaints; and initiates problem resolution. Analyzes customer accounts; receives and reviews billing charges, meter readings, and service issues; performs calculations to resolve seasonal billing questions, tiers, and consumption; identifies errors and problems; initiates problem resolution; and maintains and updates all files and accounts. Enters new accounts, connections/disconnections, work orders, re-reads or other requests in department computer systems; assists customers in identifying needed services; provides information regarding services and fees; inputs data; and creates and updates work orders. Provides daily support and training to billing system personnel on technical and customer service issues, ensures cross-training and adequate coverage for efficient billing operations.