Customer Service Utility Representative

The Position

OPEN & PROMOTIONAL EXAMINATION- ONE-YEAR PROBATIONARY PERIOD Under general supervision, this entry level classification receives, investigates, analyzes and responds to residential and commercial customer inquiries regarding utilities service, payments, bills and programs and performs a variety of complex accounting, billing, and analytical duties requiring the exercise of considerable independent judgment and decision making. Conducts special investigations of non-routine billing discrepancies and makes personal contact with customers to resolve complex or technical billing problems.

Essential functions of the job include, but are not limited to, the following:
Ensures Department services are provided with exceptional customer service and the highest level of ethical standards. Receives inquiries from residential and commercial customers via mail, e-mail, live chat, fax, telephone, referrals, and in person; ascertains and evaluates information from customers to determine the specific nature of their requests and/or process and implements their requests. Utilizes communication, customer service skills and sound judgment to determine appropriate actions to be taken to respond to residential and commercial customer requests.

Communicates with residential and commercial customers to inform them of their utility service actions and arrangements such as: move orders, reconnects, and disconnects and provides information to customers regarding their accounts and GWP programs. Educates residential and commercial customers about energy and water service programs and determines customer eligibility for various GWP programs. Negotiates and grants payment extensions for and/or amortizes debts with customers.

Analyzes, interprets, and advises customers of GWP and other City Department rules, rates, regulations, and standards related to providing utility services and programs. Completes and maintains extensive records, including files, forms, interaction records and reports, using a personal computer and a variety of software applications. Accesses various databases and software applications. Researches, interprets, and analyzes account history and interval meter data to resolve billing exceptions and respond to customer questions.

Administers and maintains accurate and timely billing for utility customers. Evaluates billing records and prepares monetary credit/debit adjustments to customer accounts. Manually calculates bills when required and applies credit adjustments to accounts. Investigates, identifies, and resolves meter and billing data issues. Determines billing rates for accounts in accordance with GWP and other City Department rate schedules and established guidelines. Contacts customers to discuss billing discrepancies and performs investigations to resolve problems;

composes original correspondence as necessary to investigate, explain or reconcile unusual utility usage, billing errors, mixed accounts, missing documents, meter calibration problems, etc. Analyzes rate applicability using account history, results of field investigations and GWP and other City Department rates, rules, and regulations to ensure proper rate category. Processes rate changes resulting from the outcome of the investigation or analysis to ensure accurate customer bills.

Reviews customer utility consumption data using meter data management system to determine proper amount for service bills rejected by the customer information system; resolves problems which require detailed analysis and exercises independent judgment. Pursues the collection of monies owed in accordance with GWP and legal regulations and procedures. Works with third party vendors, and collection agencies to resolve accounts and collect on delinquent invoices.

Reviews standard bankruptcy, receivership, and probate documents in order to file necessary claims to effect collection. Evaluates, investigates, and collects delinquent installment and closing bills. Ensures Department services are provided with exceptional customer service and the highest level of ethical standards. Drives on City business. Assumes responsibility for ensuring the duties of the position are performed in a safe efficient manner.

Performs other related duties as assigned or as the situation requires.

An equivalent combination of experience and education sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying.

Experience Two years of recent customer service experience, preferably in a call center environment, including some experience in cashiering and delinquent account collection and at least one year of formal automated data entry work. Education/Training High School Diploma or equivalent supplemented by coursework in computer applications, business practices and procedure or office practices. License(s)/Certification(s) Valid Class C California driver's license may be required for some positions in this…