Manager - Business Operations

G05

Non-exempt

JOB SUMMARY

Greet customer and aid in resolving account issues. Responsible for analyzing account to aid and information to customers concerning receiving and processing payments, billing issues, sign customer up for service, generating service orders, resolving complaints/ inquiries, and be able to communicate information back to the customer.

ESSENTIAL JOB FUNCTIONS

Recording payments in Customer Care & Billing (CC&B) requires navigation knowledge of the billing system. Payments are recorded by either entering a 10-digit account number or doing a search by address. Verification is necessary to assure payment is processed to correct account. Payments are accepted and recorded with details of payment method. Receipts are printed and checks, and bill head are endorsed for research purposes if needed.

Opening of a cash drawer requires balancing of cash, verification of appropriate change and opening an electronic tender to record payments. End of day requirements are to balance cash, checks and money orders to a report ran out of CC&B for the electronic tender, and prepare bank deposit. Associate will review any differences, and research issues by recounting money, adding up checks/ money order, review bill heads, review detail on report and camera footage if necessary. Any errors or outages are reported to management and corrective action such as entering the appropriate payment method is completed.

Resolving a customer's complaint requires extensive knowledge of the CC&B system as well as understanding business processes. The issues can range from delinquent accounts, partial payments, payment extensions, adjustments return, payment posting issues, and lease requirements; disconnect thresholds, field activities, refunds and other miscellaneous issues. Associate should possess excellent interpersonal, multi-tasking, skills. Work involves the interpretation and analysis of exchanged information where skill in communication is necessary to provide explanation of why, what and how work was performed

This position will perform other duties as assigned such as offline work to review reports, process returns, complete payment research, update SOP manuals, research escalated customer issues or concerns and comply with company standards of cash handling. Associate is expected to meet productivity metrics including but not limited to: payments per hour and cashier outage.

WORKING CONDITIONS

Generally, works 40 hours in an office environment; involves mostly sedentary work using a computer, and at times taking phone calls, for the majority (7.5 or more) of hours worked. This position is considered essential during inclement weather/emergency situations.

MINIMUM QUALIFICATIONS

High school diploma or equivalent; and

Two (2) year of experience of cashier experience in a banking or retail environment; and

Successful completion of CC&B Training and Customer Service Soft Skills Training.

Louisville Water provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.