City of Farmington - Farmington, New Mexico · 7 hours ago
CUSTOMER SERVICE ASSOCIATE
Farmington, NM
Full-time
Onsite
New Grad, Entry Level
$16.71/hr - $16.71/hrCity of Farmington is looking for a Customer Service Associate to provide total customer satisfaction within the Electric Utility / Customer Care department. The role involves handling customer inquiries, processing payments, maintaining accurate records, and establishing effective relationships with customers and staff.
CommunitiesGovernmentLocal
No H1B
Responsibilities
Responsible for providing total customer satisfaction
Responsible for obtaining and providing information from walk-in and telephone customers as to service and billing needs, inquiries, and problem solving
Responsible for entering customer information into the computer system to generate service orders for utility connects, disconnects and transfers of service, etc
Responsible for filing and general clerical work as needed, such as composing and typing correspondence to customers
Performs routine cashiering work
Receives and records monies from walk-in and drive-up window customers, including utility payments, city assistance payments and utility deposits
Runs payments for the Finance batch which includes but isn't limited to deposits form other Departments, court fines, Animal Shelter and Civic Center fees, license/permit fees, rent royalties and all other fees
Processes daily wire transfer and ACH detail into a payment batch
Processes all LIHEAP and ECHO assistance payments into a payment batch
Processes night drop and mail payments to customer accounts
Sells trash bags to customers
Pursues collection of delinquent utility accounts, processes disconnect/re-connect orders, establishes and monitors payment schedules, requests re-reads on active or disconnected accounts and completes process to final utility services, customer follow-up/account research when appropriate
Sets up payment plans and calculates water leak credits for customer accounts
Authorizes field personnel to accept partial payments, or make payment arrangements on accounts
Determines whether customer may pay by check
Balances daily receipts with computer generated print out, totals cash receipts using an Excel spreadsheet, and prepares daily receipts for Accounting
Must adhere to the City of Farmington's Cash Handling Policy
Comprehensive knowledge of City utility systems, rules, regulations, city codes, the delinquent process and the utility billing process
Acts as a back-up receptionist performing associated duties as assigned, i.e., greeting walk-in customers, answering incoming telephone calls, processes return mail, etc
Using excellent customer service skills, establishes and maintains effective working relationships with other employees, officials, and all members of the general public
Attendance at work is an essential function of this position
May be required to act as an interpreter, as necessary
Refers customers for financial assistance if a need is determined
Counsels customers regarding high bills and instructs in conservation methods
Works with customers for problem resolution, i.e. high bills, payment arrangements/collections
Suggests strategies for improving customer service
Qualification
Required
Must have a high school diploma or equivalent
Extensive background checks required
Must successfully pass a criminal background investigation due to frequency of access to cash receipts
Ability to calculate rates, charges/refunds for misreads, tampering adjustments, etc
Ability to communicate in an efficient and calm manner with irate or distraught customers
Ability to deal with stress
Must be able to focus on one customer issue at a time
Ability to understand and communicate complex rate schedules
Ability to perform arithmetic computations accurately and quickly
Ability to communicate effectively verbally and in writing
Ability to establish successful working relationships
Ability to work under pressure and/or frequent interruptions
Ability to establish and maintain cooperative working relationships with co-workers, supervisors, other City personnel and the public
Ability to operate tools and equipment listed
Preferred
Previous customer service, cash handling and collection experience preferred, but not required
Clerical background sufficient to perform the duties as outlined
Company
City of Farmington - Farmington, New Mexico
Farmington - Where outdoor lovers and active families thrive! Farmington is a city located in the northwest corner of New Mexico.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Kristi Benson
Chief Procurement Officer
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