Customer Service Representative

Reports To: Supervisor, Utilities Customer Service Center
Supervises: Non-supervisory position
Purpose of Classification

Under general supervision, interacts directly with utilities customers over the telephone and over the counter regarding requests for utility services; performs clerical and accounting duties of intermediate difficulty requiring analysis and use of judgment; investigates complaints and problems and performs other related duties as required.

Distinguishing Characteristics

Customer Service Representatives are found in the Utilities Department, providing customer service and assistance with regard to utilities service and/or billing transactions, either in person or by telephone. These positions require strong communication skills, a knowledge of departmental procedures and programs, the ability to work with figures, operating office machines such as a calculator, typewriter, adding machine, data entry terminal, as well as an investigative aptitude to follow a problem from its inception to solution.

Essential Duties

Essential and other important responsibilities and duties may include, but are not limited to, the following:

• 
  Responds to heavy telephone and counter contact with utility customers to obtain or give information of an essentially straightforward nature, but requiring a more thorough knowledge of procedures where the consequence of error is more significant.
• Processes utility bills, maintains records of customer accounts for ready access, investigates and resolves customer utility bill complaints, makes adjustments to customer accounts, types duplicate bills, all according to standard procedures.
• Answers utility customer correspondence in connection with bills or accounting procedures and follows up on delinquent closing bills, all according to standard operating procedures, but occasionally requiring use of individual judgment.

Related Functions:

• Compiles special reports which are usually only variations of standard reports and which involve familiar information.
• Provides backup support to the Commercial/Residential Service Specialist.
• Performs related duties and responsibilities as required.

Minimum Qualifications

Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills, and abilities which would typically be acquired through:

• A combination of training and education equivalent to completion of two years of college or business school preferred. and
• Two years of general office experience involving heavy telephone or public contact

The City of Palo Alto offers its employees a generous benefit package, featuring family medical coverage, retirement, life insurance, plus 12 paid holidays per year.

• Participation in a Governmental 457 Deferred Compensation Plan
• Fully paid employee and dependent Dental Plan
• Fully paid employee and dependent Vision Plan
• Fully paid Life and AD&D insurance equal to annual salary
• Flat Rate City paid medical contribution which may allow employees to select a fully paid health plan
• Fully paid Life Insurance equal to one-times annual salary
• Voluntary Supplemental Life Insurance
• Long Term Disability plan
• 12 annual paid holidays
• Two to five weeks vacation annually depending on years of service per MOA
• 96 hours annual sick leave
• Direct Deposit
• Flexible Spending Account for Healthcare and Childcare expenses

Public Employees' Retirement System (PERS)

• 2% at 60 formula for Classic Employees
• One-year final compensation for 2% at 60 employees
• 2% at 62 formula for New CalPers Members
• Three-year final compensation for 2% at 62 employees only
• Retiree Medical benefits for employee and dependents after 10 years of service

Please note: The City does not participate in CA State Disability Insurance (SDI) or Social Security. Since they City does not participate in SDI, City employees are not eligible to claim against the State's Pregnancy Disability Leave or Paid Family Leave programs.