Customer Service Clerk II

General Purpose of the Position

The purpose of this position is to provide quality customer service and to perform a variety of routine clerical duties relating to the collection and reconciliation of utility payments, the maintenance and adjustment of customer accounts and related records, and the opening and closing of utility accounts. Additionally, to provide technical support and training to the city's Utility Billing Customer Service operations.

• Answer customer inquiries over the counter and on the telephone.
• Conduct in-house training for new Customer Service Representatives to ensure their full understanding of departmental policies and procedures.
• Investigate billing errors and resolve customer complaints relating to such errors.
• Assist customers to resolve minor problem accounts, make routine adjustments to customer accounts as appropriate, and correct routine errors in the customer master file database.
• Sort, review, and balance receipts daily; prepare accurate detailed reports of collections.
• Maintain customer accounts and related records incidental to cashier operations.
• Adjust utility bills for minor billing errors, leaks, pool fills, vacation, garbage, and other authorized routine purposes.
• Maintain records and reports for accounts in a non-pay status and for meters to be disconnected.
• Open new utility accounts and initiate new service; close accounts when required.
• Initiate meter check reads and meter bench tests when required.
• Perform analysis and apply additional deposits, as necessary, on all customers whose accounts have been tum‑off for non-payment.
• Manage lock‑off lists to ensure accounts that have not been paid, or a payment arrangement established, are closed and reported to code enforcement for follow‑up.
• Update meter reader service orders, as needed.
• Generate, prepare, and upload weekly utility “reminder” call data for accounts where payments have not been received by the indicated due date.

Knowledge, Skills and Abilities Required:

• Knowledge of City and Public Works regulations, rules, procedures, and functions relating to utility accounts and billing, including procedures for correcting routine billing errors.
• Proficiency in business communications to include effective listening, exchanging of ideas, giving and receiving feedback, proper grammar usage, accurate spelling and sentence construction, preparation of routine reports, forms, and correspondence.
• Knowledge of basic accounting and bookkeeping procedures.
• Knowledge of the geography of the City and adjacent areas with the ability to read and interpret maps.
• Ability to make computations and tabulations with speed and accuracy.
• Ability to operate a desktop computer and routine software programs, including routine Utility Billing system procedures.
• Ability to maintain clerical and accounting records and to prepare reports from such records.
• Ability to make minor decisions in accordance with City Ordinances and established Utility Billing Office policies and procedures.
• Ability to exercise good judgment and courtesy when acting as a representative of the City.
• Contacts are an essential component of this position. In addition to extensive contact on the telephone and in person with members of the general public inquiring about billing issues, the incumbent interacts daily with Utility Billing Office employees and with employees of other City departments. Must possess ability to establish and maintain effective working relationships with all of the above.
• This is office work requiring limited physical effort.
• Visual acuity is required for reviewing, checking, preparing and maintaining computer and manual files, as is manual dexterity to operate computers and other office equipment.
• Incumbent is required to have sufficient hearing ability to perceive information accurately at normal spoken word levels.
• Performs other related duties assigned.

Indoor/Office environment; high noise environment while performing certain responsibilities. Must be able to work closely with others and under possible stressful conditions.

Proficiency in Microsoft Office and…