Customer Service Representative 1* - City of Madison (WI) : Job Details

Salary : $54,945.80 AnnuallyLocation : Madison, WIJob Type: PERMANENT FULL TIMEJob Number: 2024-00466Department: Water UtilityOpening Date: 01/16/2025Closing Date: 1/30/2025 11:59 PM CentralComp. Group/Range: 20/09General DescriptionThe Water Utility is looking for their next Customer Service Representative 1. The successful candidate will be expected to provide a high level of customer service in regards to customer's municipal services account(s) that includes charges for water, sanitary sewer, storm water, urban forestry and landfill remediation. This work will require learning multiple systems including the Utility's billing system, Advanced Metering Infrastructure (AMI), Meter Data Manager (MDM), Fixed Network Administration (NAA), MV-RS and Field Deployment Manager (FDM) software programs; KUBRA and Tyler Cashiering payment avenues; and customer portals. This position reports to the Customer Service Supervisor and works under the general direction of the Customer Service Representative 3.Employees may be eligible for loan forgiveness through the .Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn't match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community. Examples of Duties and Responsibilities

• Responsible for using the Customer Information System (CIS) and Meter Data Manager (MDM) software to help address customer inquiries and complaints concerning Water Utility billing and operations.
• Interact with customers in person and over the phone regarding their Madison Municipal Services monthly billing statements.
• MDM Customer Service User responsible for customer inquiries which includes interpreting daily and hourly water usage to help answer customer inquiries.
• Process requests for move in/move out in CIS.
• Use MeterSense to obtain final meter readings for move out customers and real estate transactions.
• Provide administrative support relative to the billing area of the Water Utility.
• Perform and verify water and sewer audits.
• Notify customer of continuous use and zero consumption via phone, e-mail and/or letters.
• Process billing receipts and payment.
• Utilize the billing software to make changes or input information to customer's accounts.
• Process Opt-out Policy requests.
• Research returned bills and notices for correct mailing address and update customer's account.
• Serve as Field Deployment Manager (FDM) assistant and Field Service Representative (FSR) liaison.
• Assist in the scheduling of field investigations, meter change, meter testing, and new meter install work for Field Service Analysts and Field Service Representatives.
• Perform other job related assignments as assigned.

Minimum Qualifications

• Three (3) years of customer service billing experience.

-OR-

• Bachelor's degree from an accredited college or university.

-OR-

• Associate's degree in a related field, such as administrative assistant, bookkeeping, legal secretary, office management, etc.

If an applicant does not possess the specific requirements outlined above, HR will review the application materials to determine if the applicant possesses the following equivalent experience:Four (4) years experience in applying the following:

• Office procedures, methods, and equipment, including the relevant use of computers for word processing, spreadsheet and database management.

Familiarity with the following:

• Entering data into a billing system including, adjustments, credits and payments.

The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities. For the complete list of the knowledge, skills, and abilities, please reference the classification specification. Special RequirementsAbility to meet the transportation needs of the position. Physical Requirements:Employee can expect to work at a desk and computer for extended periods of time entering data and producing reports and/or planning documents. Employee may be expected to periodically attend meetings and trainings outside the normal work schedule, including evenings and/or weekends. Employees must be able to lift/carry objects weighing up to 20 pounds on a periodic basis.*Payroll title for this positions is Administrative Clerk 1.The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary.CompensationThe City of Madison strives to pay competitive wages. View the current for pay for all classifications. Employees receive increases based on tenure with the City.Benefits The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our for more information.LeaveVacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below.0-3 years 10 work days of vacationAfter 3 years 12-1/2 daysAfter 7 years 15 daysAfter 11 years 17-1/2 daysAfter 15 years 20 daysAfter 19 years 25 daysAfter 27 years 27 daysEmployees earn 3.5 personal days in addition to vacation.Employees receive eight official paid holidays (New Year's Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 3 paid leave days (the Friday after Thanksgiving, Christmas Eve, New Year's Eve).Employees also earn 13 sick days annually that may accrue to a total of 150 days.RetirementThe City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds.InsuranceThe City of Madison offers a variety of optional insurance programs including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Pet Insurance
• Life Insurance
• Income Continuation Insurance (for short and long-term disability)
• Long Term Care Insurance

Other Benefits The City offers numerous other benefits and programs for employees, including:•457(b) deferred compensation plans•Employee Assistance Program•Bus Pass on Madison Metro•Flexible Work Schedules•Employer-paid Training01 Do you have at lest 3 years of customer service billing experience?

• Yes
• No

02 If you answered yes to the previous question, please share the employer's name where you gained this experience. 03 Do you have an Associate's or Bachelor's degree? (please note, a degree is not required for this position)

• Yes
• No

04 This position is required to use a variety of software applications in their daily work. Please indicate your years of experience using these types of software in the following questions.

• I understand my responses to this question will be answered below.

05 Microsoft Word

• None
• Less than 1 year
• Between 1 - 3 years
• More than 3 years

06 Microsoft Excel

• None
• Less than 1 year
• Between 1 - 3 years
• More than 3 years

07 Microsoft Outlook

• None
• Less than 1 year
• Between 1 - 3 years
• More than 3 years

08 Billing software

• None
• Less than 1 year
• Between 1 and 3 years
• More than 3 years

09 Please share the name of the billing software and where you used it. 10 Please indicate your general level of experience in the following areas. Experience can be gained through jobs, volunteer work or internships.

• I understand my responses to this question will be answered below.

11 Customer service experience: answering phones, interacting with customers, and responding to inquiries.

• None
• Less than 1 year
• Between 1 - 3 years
• More than 3 years

12 Experience working in a call center.

• None
• Less than 1 year
• Between 1 and 3 years
• More than 3 years

13 Experience with issuing billing statements:

• None
• Less than 1 year
• Between 1 - 3 years
• More than 3 years

14 Please briefly explain where and how your related experience was gained for questions #11 - #13. Required Question