Customer Service Representative

Supervisor:       Customer Service Representative Supervisor

Supervises:        N/A

Pay Grade:     $19.938-$29.607/hr.

Class Characteristics:
Performs customer service duties entering payments, answering customer/ citizen inquiries by phone or email correspondence. Reconciles Insurance Premium Tax Payments to the City of Ashland from various insurance companies. Maintains filing system for Insurance Premium tax and applies payment to appropriate account. Performs related work as apparent or assigned.

General Duties and Responsibilities:
Collects payments that come in through the city. Receives inquiries by phone and email. Answers inquiries on a variety of subjects such as Utility Billing, Property taxes, Garbage and Insurance Premium Taxes. Receives and processes various applications for new utility customers and information changes. Issues and collects licenses and permit fees, net profits, property and insurance premium taxes, deposits, and municipal utility bill payments. Processes orders for water to be turned on and off and completes waivers for out-of-town tap services. Collaborates with local service agencies and makes referrals for customers needing assistance. Researches and identifies payments and entries inaccurately applied or other discrepancies and adjusts. Collects and Reconciles Insurance Premium Tax payments. Assists with delinquent accounts by monitoring, adjusting accounts, and adding penalties/interest. Research returned checks and mails correspondence to customers. Provides information to the public and assists with complaints on a variety of matters relating to various city accounts maintained. Enters and maintains up-to-date data in the computer system and produces routine and specialized reports. Calculates and enters utility adjustments for leaks and sewer for pool. Processes HEX and DEX calculations from Property Valuation Administrator. Assists with annual fiscal audit as needed. Assists with clerical and administrative duties.

MINIMUM QUALIFICATIONS:

Training and Experience: Graduation from high school or equivalent and moderate experience.

Certification/Licensing Requirements:  Must have a valid driver’s license. Must be bondable.

 Overtime Provision:  Non-Exempt.

Apply:  Applicants MUST upload a copy of: high school diploma/GED, driver’s license and applicable certifications with application. 

Closing Date and Time:  Wednesday, September 16, 2026 at 12:00 P.M.

Benefit Summary: Kentucky Retirement, Medical/Dental/Vision Insurance, City Paid Life Insurance, Deferred Compensation, Flexible Spending Account, Paid Leave (Sick, Vacation, Personal), Free Access City Building Gym, and Discounts for YMCA Membership.

Equal Opportunity Employer