Reedsburg Utility Commission

Job Description: Customer Service Representative

General Purpose: Primarily responsible for providing effective customer service for all Reedsburg Utility Commission (RUC) customers by utilizing excellent, in-depth knowledge of company products, services and programs. Also provides general office support for all departments within RUC.

Supervisor: Works under the direction of the Lead CSR and Finance Director. Will also be required to answer to the Operations Manager and General Manager.

Supervisory Responsibilities: None.

Essential Functions:

These duties shall be performed while maintaining and enforcing a very high standard of safety and workmanship.

-Promotes positive customer service relations through daily interactions with customers encountered in the field or work place along with displaying a positive attitude and work ethic in cooperating with RUC and fellow employees.

– Performs related work as required.

-Overtime will be required as directed by supervisor.

-Have a neat appearance and positive attitude while performing duties for RUC.

Representative Duties:

-Maintains historical records by filing documents.

-Answers questions from customers or individuals on how a product operates or directs them to the person that is able to assist them.

-Protects operations by keeping related information secure and customer information confidential.

-Assists customers with billing issues, inquires, or other concerns at the counter and by telephone.

-Provides administrative support by preparing correspondence and generating computer reports and data as required.

-Compiles statistics and prepares various reports for management as required.

-Prepares and maintains accurate billing of all customer utility service accounts.

-Prepares and processes on a daily basis meter readings using both modern electronic equipment and other manual means.

-Collects customer payments and assists with bank deposits and postings.

-Maintains accurate database and manual records of electric, water, and fiber equipment as related to the billing functions of RUC.

-Prepares monthly and annual reports relating to the revenue and consumption of all existing electric, water, sewer, fiber, and other billable services.

-Prepares delinquency notices, deferred arrangements, and maintains records of accounts as related to the collection needs of RUC.

-Performs other duties which are similar, related or incidental to this position.

Physical Requirements:

While performing the duties of this position, the employee is frequently required to stand, walk, sit, bend, twist, use hands to finger, handle or feel objects, tools or control, talk, hear, reach with hands and arms. While performing the duties of this job, the employee is occasionally required to lift, carry, push, pull, and/or move up to 25 pounds in weight.

This position requires consistent and timely attendance at the workplace during designated work hours. This position may require occasional attendance at meetings after normal office hours. Specific vision abilities required by this position include close vision and the ability to adjust focus.

Any offer of employment will be contingent upon the satisfactory completion of a physical exam and drug test.

Mental Requirements:

Position requires the ability to plan and organize, as well as the ability to read and perform basic mathematical computations. The position also requires the ability to clearly and coherently communicate using a verbal and written form of the English language.

Work Environments:

Work is primarily performed inside RUC office. This employee is also required to travel on a routine basis within the City of Reedsburg (for example post office, city hall, banks) and may at times require travel outside the City limits.

Equipment Used:

Computers, software applications and utilities, fax machine, copy machine, printers, telephone system including voice mail and paging. Must be familiar with current software packages such as Microsoft Word and Excel.

Education and Experience:

Formal post high school education in one of the following areas; bookkeeping, accounting, office administration, and/or four years of practical work experience in the related field.

Must hold a valid Wisconsin State drivers license.

Must be bondable.

Wages/Benefits:

Hourly position with the wage based on qualifications, attitude and work ethic.

Benefits per current Personnel Handbook.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYEE AGREEMENT BETWEEN RUC AND THE EMPLOYEE. Nothing in this job description restricts RUC’s ability to assign, reassign or eliminate duties and responsibilities of this job at any time.