Customer Services Assistant - Cedar Falls

Overview:

This position provides courteous, accurate and efficient customer service to Cedar Falls Utilities residential and business customers.

The Customer Services Assistant works under general supervision of the Customer Service Supervisor.

Interested applicants should submit completed applications by Sunday, October 27, 2024 at 11:59PM.

Please ensure all contact information is kept up to date.

• Full-time, Non-Exempt Hourly position.
• Starting wage is based upon individual qualifications. $22.11/Hour - $30.32/Hour.
• Typical work schedule is Monday-Friday 8:00am - 5:00pm with an hour lunch. May need to occasionally work at 7:30am.
• Full-time benefits package including IPERS retirement benefits, health, dental, vision and life insurance. Click here for more information on CFU's benefits.
• Health, Dental, Vision (Single or Family) – Eligible 1st of the Month Following 30 Days of Hire Date
• Paid Vacation, Holidays, Sick Days, Bereavement Leave, and Flexible Days
• IPERS and 457 Retirement
• EAP Services Free to CFU Employees and Immediate Family Members
• Educational Assistance and Professional Development
• Employee Wellness Program and Onsite Fitness Center
• Employee Recognition Program – Service Anniversaries
• Public Service Loan Forgiveness (PSLF) Employer

Responsibilities:

• Processes customer requests relating to establishing new service, canceling existing service, and transferring service; answers customer questions related to billing, scheduling, and ordering utility services, including gas, electric, water, sewer, garbage, cable, internet, and phone; Promotes CFU products and services as appropriate.
• Supports communications sales by replying to online communication requests for service, entering accurate customer data into the billing system, processing communications orders, and analyzing report data in the billing system to ensure rates are correctly applied.
• Assists customers with payments in the office and through on-line bill pay; assists customers with navigating the CFU Web Self Services.
• Accepts and processes customer payments, including billing, merchandise and security deposits received by mail, through drop-boxes, on-line bill pay and by walk-in customers; balances cash drawer and prepares cash reports daily.
• Completes credit references as needed by reviewing bill accounts, payment and credit history.
• Maintains customer bill accounts; and ensures they are accurate; sets up, reviews and monitors the auto-pay (ACH) program for six separate billing cycles, provides pricing information and discusses credit arrangements as needed.
• Sets up and monitors seasonal accounts from the customer’s departure date until their return date. This may involve follow-up calls/emails and coordinating information with other departments.
• Sets up service for security and street light billings; processes meter slips, and return mail; Updates refuse changes and makes corrections to customer accounts provided by the City on a daily basis.
• Answers multi-line phone system and transfers calls or takes messages accordingly.
• Maintains a positive work atmosphere by acting and communicating in a manner that promotes positive relations with customers, co-workers and management.

Qualifications:

Education:

• High School Diploma or equivalent GED.

Experience:

• Two (2) years previous customer service experience. Prior work experience answering a multi-line phone system, cashiering, balancing cash drawer and/or bookkeeping preferred.

Knowledge, Skills and Abilities:

• Knowledge of: Cedar Falls Utilities products, billing practices, procedures, and rate structure; Iowa Utility Board Regulations; state and federal regulations; customer service skills, and computer software applications.
• Clerical Knowledge: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, entering data and general office terminology.
• Computer Knowledge: Knowledge of computer software, including Microsoft Office and customer billing system.
• Critical Thinking Skills: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Service Orientation Skills: Actively looking for ways to assist people.
• Speaking Skills: Talking to others to convey information effectively.
• Active Listening Skills: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Social Perceptiveness Skills: Being aware of others' reactions and understanding why they react as they do.
• Time Management Skills: Managing one's own time and the time of others.
• Ability to: Analyze customer bill accounts, rates, and meter information.

Physical Tasks and Environmental Conditions:

• Work involves sedentary to light work in an office setting. There is frequent need to stand, stoop, walk, sit, lift light objects (up to 10 pounds), and perform other similar actions during the workday. Employee accommodations for physical or mental disabilities will be considered on a case-by-case basis.

Pre-employment drug screen and physical is required.