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Dallas, Texas, United States
Onsite
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Job Summary
Entry level Utility Customer Account Trainee, learning and mirroring elementary level account service tasks.
Job Description
The Utility Customer Account Trainee trains to assist, support, and handle non-emergency customer account requests for the residents the City of Dallas. Under immediate supervision, interacts with residents, takes calls where appropriate, and directs inquiries to field staff.
Essential Functions
1. Identifies and responds to customer inquiries regarding utility services, account activity, and billing/payment/utility process questions.
2. Interacts, communicates, and assists residents in processing routine entry level changes and corrections in utility billing system. To support accurate and efficient utility services.
3. Performs various collection and customer service activities to include entry level clerical analysis, data entry related to payments received, and processes customer requests in opening, closing, transferring, and adjusting accounts.
4. Researches, investigates, and monitors utility account transactions to respond to customer inquiries concerning billings, payments, fees, adjustments, disconnects, rereads, service orders, customer service processes and consumption issues.
5. Trains on utility billing system to ensure all requests can be automated and data stored in a standardized system of record.
6. Performs all other work as needed or assigned.
Knowledge, Skills, Abilities
Basic knowledge of City of Dallas services and programs.
Knowledge of telephone etiquette and procedures.
Knowledge of customer service policies, procedures, and guidelines.
Ability to handle large call volumes, identify resources, and provide the correct responses.
Ability to learn and apply policies and procedures quickly and effectively through various channels of communication.
Ability to receive and handle complaints, requests, and information in a professional and courteous manner.
Ability to perform data entry and work processing.
Skill in communicating effectively verbally and in writing.
Establishing and maintaining effective relationships.
Education
High school diploma or GED.
Experience
None
Preferred
Experience in high volume customer service is highly preferred.
Experience with any billing technology platform is preferred.
Other Requirements
Subject to background check.
May be required to work during inclement weather conditions.
Must be available to work various shifts.
Salary Range
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
City of Dallas is an Equal Opportunity Employer.