Account Services Representative - Calls

DEPARTMENT: Account Services

REPORTS TO: Team Lead – Calls

SCHEDULE: Monday-Friday, 8:00am-5:00pm

(some flexibility with hours)

Position Summary:

The Account Services Representative – Calls serves as a primary point of contact for customers, assisting them via phone, email, and in-person inquiries. This role is responsible for providing excellent customer service, handling billing inquiries, processing service requests, and ensuring accuracy in account documentation. Additionally, this position assists in the regulatory compliance and efficient operations of the District.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

Customer Service & Account Management

• Serve as the primary point of contact for customers via phone, email, and in-person interactions.
• Assist customers with billing inquiries, payment arrangements, and balance inquiries.
• Process applications for new services and service terminations.
• Handle move-in and move-out service requests.
• Create and schedule service orders for field technicians.
• Educate customers on potential leaks and provide guidance on available solutions.
• Address emergency service situations as needed and escalate concerns accordingly.
• Process payment transactions, including cash, check, and electronic payments.
• Assist customers with Payment setup, including PAP enrollment, password resets, and autopay assistance.
• Maintain and balance the cash drawer when scheduled on rotation for drive-thru and front-counter positions.

Administrative & Documentation Responsibilities

• Record and update customer information in the Customer Information System (CIS).
• Organize account documents, including adding notes related to payments, address changes, and other relevant details.
• Process and route incoming and outgoing mail, including pledges from assistance agencies.
• File incident reports when necessary.
• Correspond with contractors, including interpreters, when needed.
• Assist in drive-thru and cashier operations on a rotational or as-needed basis.

Compliance & Policy Adherence

• Ensure compliance with company policies, procedures, and industry regulations.
• Report safety concerns and incidents as required.
• Maintain professionalism and adhere to appropriate customer service protocols at all times.

Education and Experience:

• High school diploma or GED required.
• 1-3 years of customer service experience preferred.

Additional Skills:

• Ability to maintain and balance a cash drawer.
• Strong customer service skills, including the ability to remain professional in difficult situations.
• Ability to work with multiple computer software applications.
• Ability to interpret, understand, and administer regulations effectively.
• Ability to communicate effectively with customers and other departments.
• Ability to follow correct procedures when assisting customers.

Work Environment and Physical Demands:

This job primarily operates in a climate-controlled environment. Works with equipment, such as computer, copy machine, fax, and phones. The position requires auditory and visual skills; and the ability to sit, follow written and oral instructions and procedures. There is no regular travel expected for this position.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Featured Benefits:

Paid Time Off ∙ Paid Sick Time ∙ 10 Paid Holidays (includes birthday) ∙ Medical Insurance

∙ Dental Insurance ∙ Vision Insurance ∙ Pension program through Kentucky Public Pension

Authority ∙ Short- and Long-Term Disability ∙ Basic Life and AD&D Insurance ∙ Employee Assistance

Program ∙ Wellness Program ∙ Flexible Work Schedule ∙ Hybrid Work Options (some positions)

∙ Tuition Reimbursement

The Northern Kentucky Water District employs qualified persons in all jobs in a manner which will ensure equal employment opportunity, as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability.