Customer Relations Representative
Bloomington, IN
| Employer: | City of Bloomington |
| Category: | Customer Service |
| Job Type: | Full Time |
Description | |
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The primary purpose of the Customer Relations Representative is to support customers, address their concerns, answer their questions, and respond to complaints. The Customer Relations Representative is the first point of contact for customers and helps ensure they are satisfied with our products and services. This job description is illustrative and is not a comprehensive listing of all job functions performed. The following are essential duties for this position, performed with or without reasonable accommodation: Essential (primary) Assist customers with account inquiries through a high volume of inbound and outbound phone calls and email correspondence. Route customer inquiries to the appropriate department if additional information is required. Guide callers through troubleshooting and navigating the City of Bloomington Utilities Department website and customer portal. Accept and process various account payment types in person, over the phone, or via mail. Initiate and maintain digital records and service applications. Manage customer requests for automatic payments, new utility service, disconnect service, and other account changes. Assist in managing utility service interruption and collecting past due balances. De-escalate tense situations involving dissatisfied customers, explain departmental policies, and investigate complaints. Non-Essential (secondary) Reconcile cash payments and prepare bank deposits. Assist the Customer Relations Manager with any additional tasks.Minimum knowledge is equivalent to a high school diploma. One year of experience working in customer service preferred. Computer skills and keyboarding experience with the ability to quickly learn new software. Knowledge of basic bookkeeping procedures and techniques and ability to perform arithmetic calculations. Difficulty of Work Duties are performed in a modern office environment with no unusual physical demands. Work schedule follows a typical daily structure of Monday through Friday, 8 a.m. - 5 p.m. Overtime may be required during high-demand periods. Maintaining a respectable level of decorum with customers who may be upset due to department actions and policies is required. Personal Work Relationships Maintains frequent contact with the Customer Relations Manager, Division co-workers, and members of the general public for various purposes, including receiving assignments, assuring proper completion of duties, providing public service, and explaining department policies and procedures. | |