Campus Pride Jobs

OAC EXTERNAL POSITION POSTING

DATES POSTED: 06/14-06/24/2024

Job Title:

Customer Service Clerk I

Entry Wage:

$25.90

Division:

Customer Services

Standard Wage:

$32.37

Schedule:

Full-Time

Shift:

Mon-Fri; 1st Shift

Reports To:

Supervisor, Customer Service

Job Code:

10072

Position Summary Under direct supervision, answers the District's Customer Service number to handle customer billing inquiries, transfers of service, payments, emergencies, and service orders. This position requires a high degree of accuracy and problem-solving ability. This position requires working in a fast-paced, high-volume call center environment with set production and quality standards. The Customer Service Clerk I must successfully complete all required classroom training and assessments to advance to a Customer Service Clerk II. Employee shall not remain in the Customer Service Clerk I role beyond twenty-four (24) months. Minimum Requirements

• Required - Minimum of 2 years of customer service experience. Candidates whose two (2) years of experience have been within the last five (5) years may be given preference.

  Education

• Required - High School Diploma or General Education Diploma (GED)

  Licenses, Certifications and/or Testing

• Required - Have and maintain a valid driver’s license Upon Hire

• Required - Employee(s) in this position are covered under the Department of Transportation Drug and Alcohol testing provisions. This includes post-offer, random, post-accident, reasonable suspicion, follow-up, and return to duty testing. Upon Hire

• Required - Pre-employment Background Check & Drug Screen Upon Hire

  Knowledge, Skills and Abilities

• Machine skill speed of 25 words per minute (wpm) required. Machine skill speed of 35 words per minute (wpm) is preferred; those meeting 35 words and with a high degree of accuracy will be given preference.

• Proficiency with personal computers, to include enterprise-wide software; knowledge and skill with Microsoft Office (Excel, Outlook, PowerPoint and Word). (Intermediate proficiency)

• Ability to learn new or upgraded computer software as required.

• Demonstrate excellent written and verbal communication skills to assist internal and external customers, co-workers, and management professionally, and the ability to exhibit and maintain a courteous demeanor regardless of provocation.

  - For bilingual specific role(s) there is an additional requirement based on business needs. ◦ Bilingual Requirement - Excellent written and verbal communication skills, in both English and Spanish, to assist internal and external customers, co-workers, and management professionally, regardless of provocation. ◦ Individuals who have agreed to use English/Spanish bilingual skills must be able to demonstrate proficient Spanish speaking skills by completing a verbal proficiency test prior to being placed in this position. (Intermediate proficiency)

• Demonstrate ability to provide high quality service to customers by combining excellent problem-solving and decision-making skills with a strong desire to help others.

• Demonstrate an excellent grasp of basic customer service skills such as active listening and techniques to resolve difficult customer relations issues.

• Demonstrated ability to possess the following soft skills:

  - Empathy: Demonstrate an understanding of the feelings of customers to provide compassionate service. - Patience: Ability to remain calm and patient, especially with difficult or upset customers. - Adaptability: Being flexible and able to adjust to different situations and customer personalities. - Time Management: Managing time effectively to handle multiple customer interactions and tasks efficiently. - Positive Attitude: Maintaining a positive, friendly, and helpful attitude even in stressful situations. - Conflict Resolution: Handling conflicts and complaints calmly and effectively, working towards a satisfactory resolution for both the customer and the company. - Teamwork: Collaborating with colleagues to ensure a seamless customer service experience. - Attention to Detail: Ensuring accuracy in customer information and service details. - Resilience: Bouncing back from difficult interactions and maintaining a consistent level of service. - Emotional Intelligence: Understanding and managing your own emotions and recognizing the emotions of others to interact effectively. - Critical Thinking: Analyzing situations objectively and making informed decisions. - Customer Orientation: Focusing on understanding and meeting the needs of customers to provide high satisfaction.

• Basic math skills.

• Weekend and holiday work schedules may be necessary to provide quality service to our customers, as well as overtime during times of high volume or vacancies.

  Essential Functions

• Answer telephone inquiries and solve problems for customers concerning billings. o Use active listening to understand customer concerns and provide appropriate solutions. o Demonstrate empathy and patience while handling customer inquiries.

• Must meet predetermined productivity and quality standards.

• Answer telephone inquiries concerning rate schedules, sewer use fees, budget plans, bank draft plans, aid available for bill payments, installation of appliances, and other various topics.

• Contact customers to schedule various types of service work, report results of work performed, and communicate information to the customer.

• Evaluate customer applications and accounts for credit worthiness.

• Quote deposits and charges from the billing price book.

• Work with customers to make arrangements for satisfying bill and deposit requirements. o Utilize conflict resolution and problem-solving skills to handle billing issues effectively.

• Update customer information on applications, owner rental agreements, and customer information system records.

• Process applications and orders to start and stop billings.

• Create service orders such as turn-ons, turn-offs, meter sets and changes, appliance work, service work, and special investigation to comply with District’s procedures and rules.

• Provide customer service support on weekends and holidays when scheduled.

• Work with all departments such as Customer Accounting Billing, Credit Services, Field Services, and Meter Reading to solve customer problems. o Exhibit teamwork and collaboration to resolve inter-departmental issues.

• Receive emergency telephone calls and place emergency orders.

• Work special projects as assigned.

  Required for All Jobs

• Perform a variety of other duties as assigned

• Understand and comply with all District policies and procedures

  Physical Demands

• Stationary Position - Occasionally

• Move/Traverse - Occasionally

• Stationary Position/Seated - Constantly

• Transport/Lifting - Rarely

• Transport/Carrying - Rarely

• Exerting Force/Pushing - Rarely

• Exerting Force/Pulling - Rarely

• Ascend/Descend - Rarely

• Balancing - Rarely

• Position Self/Stooping - Rarely

• Position Self/Kneeling - Rarely

• Position Self/Crouching - Rarely

• Position Self/Crawling - Rarely

• Reaching - Rarely

• Handling - Occasionally

• Grasping - Occasionally

• Feeling - Rarely

• Communicate/Talking - Constantly

• Communicate/Hearing - Constantly

• Repetitive Motions - Frequently

• Coordination - Frequently

  Physical and Environmental Requirements

• Office: Work is primarily performed in an office setting amid normal conditions of dust, odors, fumes, office lighting and noise.

  Hybrid Flexible Work Arrangement Job may be eligible for a hybrid in-office and work from home flexible work arrangement. *Please ensure the application is filled out thoroughly to be considered for this position

An Equal Opportunity Employer “Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation"