Customer Service Assistant

About the role

The City of Fremont is hiring a Customer Service Assistant. The position covers clerical, fiscal and customer relations work of varying complexity, including maintaining utility customer accounts, handling cash receipts and general office work under the supervision of an administrative superior. Candidates must apply through the City's official employment application.

Key responsibilities

• Work at the counter and drive-thru, serving the public, assigning account numbers, processing applications for service and termination of electric, gas, water and sewer services, receiving payments and completing work orders
• Answer customer inquiries and complaints, explain billing practices and process cash, check and credit card payments
• Resolve high-consumption complaints using utility billing and AMI software, prepare orders for changes in service and turn-offs and turn-ons, and handle delinquent accounts
• Receive calls about utility services and emergencies, access customer records, input service location records and give safety information during emergencies
• Use translation devices to assist non-English-speaking customers
• Prepare insufficient funds notices, follow up on returned payments, write customer correspondence and reports, and sort and maintain records
• Maintain and balance the cash drawer and petty cash, enter utility payments in batches, prepare daily bank deposits and conduct account research for federal and state reporting

Required profile

• High school diploma or equivalent GED, with or without courses or experience in basic accounting and modern office practices
• Experience in clerical work, including data entry and public contact, or equivalent training and experience
• Ability to handle cash, make change, balance drawers, reconcile transactions and keep accurate records
• Strong communication, time management and attention to detail

Required skills

• Knowledge of utility rate structures, service policies and procedures
• Knowledge of utility customer information software and AMI software
• Modern office practices, computer systems and good keyboarding skills
• Confidentiality of customer information