General Statement of Duties
This non-exempt, full-time position is responsible for providing customer service and administrative support. Responsibilities include serving as the primary customer interface for the District and performance of general office activities.
Works under the direct supervision of the Billing Administrator and the general supervision of the Customer Relations Manager.
Primary Duties and Responsibilities
Welcomes visitors, guests, customers, and employees in person or on the telephone. Manages visitor security according to District policy, manages visitor security badges, and directs visitors as appropriate. Manages onsite security gate access per protocol.
Provides general information to customers regarding District services, projects, and activities.
Assists with receipt of deliveries, and directs delivery companies to take outgoing shipments as directed. Performs mail distribution, and processes postal returns.
Performs general clerical duties as directed, which include, but are not limited to filing, scanning, generation and mailing of letters/communications, and archive management.
Provides a high level of customer service to internal and external customers, fielding general questions, providing information, and handling daily customer related situations in person, written, and verbal form.
Fields incoming telephone calls, handling them or directing them to the appropriate party per triage and customer care protocols.
Provides support for billing/customer service inquiries, issues, and questions in person, by phone, and by email. Able to address basic level billing issues for a customer (such as account balance inquiries).
Processes in office payments for customer billing accounts, test fees, and other payments, per protocols. Processes and tracks residential service line and meter set inspection fees.
Provides information regarding water conservation activities as needed, including providing forms or general information. Assists with maintaining kiosk supplies, and provides program assistance as needed.
Receives sealed bid/contracts/request for qualifications/request for proposals via established process as needed for each department.
Maintains metrics, assists with policy development, assists with special projects and may perform research.