Customer Service Support 188435

HKA is working on behalf of Jacobs and this role is to support Jacobs’ work through HKA.

General Statement

Provides customer assistance in response to problems and related service inquiries. Receives or initiates customer contact in order to resolve complaints. Responsible for customer billing activities, cash receipts and related reporting.

 Essential Duties and Responsibilities

• Follows processes and procedures as they are stated
• Provides friendly customer service to customers
• Communicates inefficiency of processes and procedures
• Maintains complaint tracking records and work order system to insure timely, efficient and complete service responsiveness to customers of the waterworks system
• Answers telephones, receives and routes messages
• Handles customer account information as it relates to billing and usage inquiries
• Handles requests for re-reads of meters
• Operates computer terminal to enter and track information, produce reports, and maintain customer service account records
• Assists with maintaining new, and close out of accounts, service tracking records to ensure timely and accurate installation process, billing and scheduling procedures
• Performs some general office duties such as word processing and filing
• Assists with calculating customer bills and performing billing and collection activities such as printing bills, collecting payments, balancing registers and making deposits (E.g. Water, Sanitation, etc.)
• Runs billing reports, monthly reports, and other reports as necessary as required in close out process
• Maintains Corrective Maintenance Management System (CMMS) entries, tracking, reporting, etc.
• Performs other related duties as required

Basic Qualifications

• High school diploma or GED
• Two years of office clerical experience
• Possess a valid driver’s license

Preferred Qualifications

• Proficient in use of computer software including but not limited to Microsoft Word, Outlook
• Minimum typing speed of fifty (50) words per minute
• Reading comprehension and ability to perform arithmetic computations
• Attention to detail and ability to follow directions
• Must be able to use a telephone and communicate effectively

 Working Conditions & Physical Requirements

Work is normally performed in a typical interior office environment.  Must be able to perform repetitive hand movements and fine coordination when preparing reports and using a computer keyboard, have vision sufficient to read computer screens, printed documents and operate office equipment, have hearing in the normal range with or without correction.  Must be able to transport self across the facility and infrequently lift and/or move up to 25 pounds.

 Qualifications:

This is for CUSTOMER SERVICE REPRESENTATIVE positions which provides customer assistance in response to problems and related service inquiries. Receives or initiates customer contact in order to resolve complaints. Responsible for customer billing activities, cash receipts and related reporting. Experience can be used in lieu of diploma