OAC EXTERNAL POSITION POSTING DATES POSTED: 02/07-02/18/2025 Job Title: Customer Service Clerk I Entry Wage: $25.90 Division: Customer Services Standard Wage: $32.37 Schedule: Full-Time Shift: Mon-Fri; 1st Shift Reports To: Supervisor, Customer Service Job Code: 10072 Position Summary Under direct supervision, answers the District's Customer Service number to handle customer billing inquiries, transfers of service, payments, emergencies, and service orders. This position requires a high degree of accuracy and problem-solving ability. This position requires working in a fast-paced, high-volume call center environment with set production and quality standards. The Customer Service Clerk I must successfully complete all required classroom training and assessments to advance to a Customer Service Clerk II. Employee shall not remain in the Customer Service Clerk I role beyond twenty-four (24) months. Minimum Requirements + Required - Minimum of 2 years of customer service experience. Candidates whose two (2) years of experience have been within the last five (5) years may be given preference. Education + Required - High School Diploma or General Education Diploma (GED) Licenses, Certifications and/or Testing + Required - Have and maintain a valid driver’s license Upon Hire + Required - Employee(s) in this position are covered under the Department of Transportation Drug and Alcohol testing provisions. This includes post-offer, random, post-accident, reasonable suspicion, follow-up, and return to duty testing. Upon Hire + Required - Pre-employment Background Check & Drug Screen Upon Hire Knowledge, Skills and Abilities + Machine skill speed of 25 words per minute (wpm) required. Machine skill speed of 35 words per minute (wpm) is preferred; those meeting 35 words and with a high degree of accuracy will be given preference. + Proficiency with personal computers, to include enterprise-wide software; knowledge and skill with Microsoft Office (Excel, Outlook, PowerPoint and Word). (Intermediate proficiency) + Ability to learn new or upgraded computer software as required. + Demonstrate excellent written and verbal communication skills to assist internal and external customers, co-workers, and management professionally, and the ability to exhibit and maintain a courteous demeanor regardless of provocation. • For bilingual specific role(s) there is an additional requirement based on business needs. ◦ Bilingual Requirement - Excellent written and verbal communication skills, in both English and Spanish, to assist internal and external customers, co-workers, and management professionally, regardless of provocation. ◦ Individuals who have agreed to use English/Spanish bilingual skills must be able to demonstrate proficient Spanish speaking skills by completing a verbal proficiency test prior to being placed in this position. (Intermediate proficiency) + Demonstrate ability to provide high quality service to customers by combining excellent problem-solving and decision-making skills with a strong desire to help others. + Demonstrate an excellent grasp of basic customer service skills such as active listening and techniques to resolve difficult customer relations issues. + Demonstrated ability to possess the following soft skills: o Empathy: Demonstrate an understanding of the feelings of customers to provide compassionate service. o Patience: Ability to remain calm and patient, especially with difficult or upset customers. o Adaptability: Being flexible and able to adjust to different situations and customer personalities. o Time Management: Managing time effectively to handle multiple customer interactions and tasks efficiently. o Positive Attitude: Maintaining a positive, friendly, and helpful attitude even in stressful situations. o Conflict Resolution: Handling conflicts and complaints calmly and effectively, working towards a satisfactory resolution for both the customer and the company. o Teamwork: Collaborating with colleagues to ensure a seamless customer service experience. o Attention to Detail: Ensuring accuracy in customer information and service details. o Resilience: Bouncing back from difficult interactions and maintaining a consistent level of service. o Emotional Intelligence: Understanding and managing your own emotions and recognizing the emotions of others to interact effectively. o Critical Thinking: Analyzing situations objectively and making informed decisions. o Customer Orientation: Focusing on understanding and meeting the needs of customers to provide high satisfaction. + Basic math skills. + Weekend and holiday work schedules may be necessary to provide quality service to our customers, as well as overtime during times of high volume or vacancies. Essential Functions + Answer telephone inquiries and solve problems for customers concerning billings. o Use active listening to understand customer concerns and provide appropriate solutions. o Demonstrate empathy and patience while handling customer inquiries. + Must meet predetermined productivity and quality standards. + Answer telephone inquiries concerning rate schedules, sewer use fees, budget plans, bank draft plans, aid available for bill payments, installation of appliances, and other various topics. + Contact customers to schedule various types of service work, report results of work performed, and communicate information to the customer. + Evaluate customer applications and accounts for credit worthiness. + Quote deposits and charges from the billing price book. + Work with customers to make arrangements for satisfying bill and deposit requirements. o Utilize conflict resolution and problem-solving skills to handle billing issues effectively. + Update customer information on applications, owner rental agreements, and customer information system records. + Process applications and orders to start and stop billings. + Create service orders such as turn-ons, turn-offs, meter sets and changes, appliance work, service work, and special investigation to comply with District’s procedures and rules. + Provide customer service support on weekends and holidays when scheduled. + Work with all departments such as Customer Accounting Billing, Credit Services, Field Services, and Meter Reading to solve customer problems. o Exhibit teamwork and collaboration to resolve inter-departmental issues. + Receive emergency telephone calls and place emergency orders. + Work special projects as assigned. Required for All Jobs + Perform a variety of other duties as assigned + Understand and comply with all District policies and procedures Physical Demands + Stationary Position - Occasionally + Move/Traverse - Occasionally + Stationary Position/Seated - Constantly + Transport/Lifting - Rarely + Transport/Carrying - Rarely + Exerting Force/Pushing - Rarely + Exerting Force/Pulling - Rarely + Ascend/Descend - Rarely + Balancing - Rarely + Position Self/Stooping - Rarely + Position Self/Kneeling - Rarely + Position Self/Crouching - Rarely + Position Self/Crawling - Rarely + Reaching - Rarely + Handling - Occasionally + Grasping - Occasionally + Feeling - Rarely + Communicate/Talking - Constantly + Communicate/Hearing - Constantly + Repetitive Motions - Frequently + Coordination - Frequently Physical and Environmental Requirements + Office: Work is primarily performed in an office setting amid normal conditions of dust, odors, fumes, office lighting and noise. Hybrid Flexible Work Arrangement Job may be eligible for a hybrid in-office and work from home flexible work arrangement. *Please ensure the application is filled out thoroughly to be considered for this position An Equal Opportunity Employer “Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation"