Customer Representative - Utility Services

Position reports to

Utility Services Manager

None

43-4051.02, Customer Service Representatives, Utilities 43-3011, Bill & Account Collectors

Provides co-worker leadership to others through motivation, team building, and providing feedback.

• Subject to post offer, pre-employment drug screen.
• Subject to a pre-employment criminal background check.
• Keyboarding speed of 40 wpm.
• Intermediate in Excel and Word.
• English proficiency.

Assist in ensuring the financial integrity of the City finances by providing precise, orderly, and efficient customer service and clerical support.

• Access computerized information to answer questions of ordinances, policies, rates, high bills, delinquencies, and other service problems.
• Terminate, start, or transfer water service for customers, and process work orders for collections.
• Correct and adjust bills as needed. Generate and process penalities on accounts not paid by due date.
• Arrange for customers to pay delinquent bills, and process work orders to shut off delinquent accounts.
• Resolve customers' service or billing complaints.
• Utilize a collection module to produce a report of accounts to be forwarded to a Collection Agency.
• Maintain automatic drafting (ACH) entry and review the ACH report produced by the City Clerk when the batch is processed to the bank.
• Produce work orders for contractors for new construction or irrigation meters; obtain a plot plan from the code department; send work orders and plot plan to the Water Department for installation of new meters.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
• Operate 10-key calculators, typewriters, and copy machines to perform calculations and produce documents.
• Operate computers programmed with accounting software to record, store, and analyze information.
• Debit, credit, and total accounts on computer spreadsheets and databases, using specialized accounting software.
• Comply with city ordinances, policies, procedures, and regulations.
• Provide assistance to other departments as needed.
• Perform other duties as required.

• The Utility Services division runs smoothly and efficiently.
• Data entry is completed accurately and in a timely manner.
• Excellent customer service is provided to City personnel and patrons, including ability to handle difficult customers in a pleasant and professional manner.
• Effective working relations exist with City personnel.
• New employees are well trained and assisted. Management is appropriately informed.
• Employee understands and adheres to applicable safety policies.
• The City’s professional reputation is maintained.

One year certificate from college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.

Additional related training preferred.

• Clerical:
  Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
• Customer and Personal Service:
  Knowledge of principles and processes for providing customer and personal services.
• Computers:
  Proficient personal computer skills including electronic mail, record-keeping, routine database activity to include data entry in spreadsheets, record tracking applications, word processing, spreadsheet, graphics, etc.
• English Language:
  Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Ability to communicate effectively with difficult people.
• Prioritize and organize assignments.
• Work independently and take initiative.
• Handle multiple tasks simultaneously.
• Accurate and attentive to detail.
• Strong public relations abilities.
• Strong typing and computer application skills.
• Ability to assist and support others.
• Able to operate telephone, PC, copier, and other basic business machines.

Manual dexterity sufficient to reach and handle items.

Manual dexterity sufficient to reach and handle items.

Normal vision, with or without corrective lenses.

Exerts up to 10 lbs. of force…