Utility Customer Service Specialist

Utilities Clerk

An employee in this class performs a variety of customer service, cash collection, recordkeeping, and clerical work in support of the utility accounts function in the Utilities Department. Work includes serving as the initial source of citizen contact for utility accounts and assisting customers with account questions by telephone and in person; researching and responding to a variety of questions regarding new services, accounts, bills, due dates, and other customer concerns;

receiving payments for utility bills including cash, check and credit card payments and issuing receipts; processing and recording payments received; processing new utility service applications and setting up new accounts; notifying customers of possible meter consumption; preparing utility meter check orders, meter taps, and disconnect service orders; preparing cutoff list; assisting meter readers in finding the location of the meter using GIS;

entering computerized data on utility accounts; performing daily balancing cash drawers and preparing deposits; assisting with the billing process; and performing records retention, filing and scanning. Work involves heavy public contact and coordination with field and other department staff. Work involves attention to detail, accuracy, and knowledge of department policies and procedures. Considerable tact, diplomacy, and courtesy are required in public contact functions.

Starting Salary $38,952

Actively listens and acknowledges each customers concerns, maintains an open mind avoiding assumptions or judgements; asks appropriate questions to thoroughly understand the details and unique circumstances of each situation; evaluates alternatives and offers multiple solutions when possible to resolve issues; and de-escalate emotional contact between the department and its customers to provide a positive customer experience. Establishes and maintains utility accounts and accurately updates all account information, remarks, notes and comments.

Assists customers with understanding billed water and/or sewer charges and credits, and educates customers in the use of all payment options. Collects payments of miscellaneous fees and applies to appropriate accounts in compliance with cash handling procedures. Prepares, distributes, and completes work orders, including meter installations, new services, start/stop services, disconnection and reconnection of services, and investigations. Interprets and applies all applicable statutes, ordinances, policies and procedures.

Reviews meter readings, billing journals, and customer accounts to investigate anomalies such as abnormally high or low usage. Uploads and retrieves information on handheld meter reading devices. Prepares and distributes work orders for meter reading verifications, investigations, and audits. Promptly responds to customer inquiries, and provides information to customers and the general public in a professional manner through various channels of communication.

Conducts special assignments or assists with special projects as assigned; revises/updates various manuals, regulations, and program documentation as assigned. Provides assistance to other employees or departments as needed. Performs other related duties as required.

Considerable knowledge of the County's utility customer service policies, procedures, and processes in handling customer service issues and concerns. Considerable knowledge of basic mathematical computations, grammar, and vocabulary. Working knowledge of standard operating practices involved in modern office operation, cash receipting, automated balancing techniques and procedures, and equipment. Working knowledge of the application of information technology to the work and application to collections and account maintenance.

Working knowledge and understanding of the various utility and water rates and schedules. Skill in collaborative conflict resolution and customer contact. Ability to explain rules and regulations concerning applications and charges for utilities and water services. Ability to make minor administrative decisions in accordance with established rules, regulations, ordinances,…