Hyannis Water System,

Town Of Barnstable Massachusetts

Job Function: Customer Service Representative

General Responsibilities:

Receive, investigate and resolve escalated customer calls, complaints, and inquiries pertaining to billing, collections and other customer service functions. Process customer bills, adjustments, and payments within the billing software program. Answering general phone calls, transfer calls, questions, filing, enter data. Dispatch instruction to field technicians, arrange for dig safe calls including tie sheets. Schedule meter changes, work calendars for service technicians, time keeper responsibilities.

Education/Equivalent:

• High School Diploma or equivalent required

Work Experience Needed:

• 1-2 years of experience in office customer service

Special Skills/Abilities Needed:

• Excellent telephone skills
• Good interpersonal skills
• Good computer skills and knowledge of Microsoft Word and Excel
• Good verbal and written communications skills
• Good problem-solving abilities
• Valid driver's license
• Able to multi-task and prioritize work
• Able to work under pressure and respect deadlines

Nature & Scope-Principal Areas of Responsibilities:

• Know and abide by company's safety policy and procedures.
• Answer all incoming calls within Veolia' standards.
• Respond to all customers inquiries and complaints.
• Schedule and communicate service orders to the Service and Meter Technicians.
• Ensure all service orders are complete.
• Process all customer payments, prepare daily deposits, maintain cash reports.
• Open and distribute incoming mail.
• Maintain customer files.
• Maintain active collections process adhering to business processes.
• Calculate, process and post customer billing adjustments.
• Comply with all company processes, procedures, S.O.P.s and work rules.
• Perform other clerical duties as necessary.
• Other duties as needed and assigned, within reasonable scope of the position, as determined by Veolia.

Essential Functions:

• Physical: Sit for long periods of time viewing computer screens and utilizing a keyboard and mouse.
• Sensory: Must be able to see, hear, speak clearly, and converse in English.
• Mental: Must be able to read, write, and compute simple math problems.
• Bi-lingual would be a huge plus but not required.

40 hours/week

Monday - Friday, 8am - 5pm with an hour for lunch and occasionally Saturday will be required