Customer Service Representative - Utilities

Utility Customer Service Representative

The purpose of this classification is to provide customer service for utility customers, to include assisting customers, receiving payments, generating bills, maintaining utility accounts, processing related documentation, and to perform special projects as assigned.

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Processes a variety of documentation associated with departmental operations, per established procedures and within designated time frames.

Performs customer service functions; answers telephone calls and assists customers at front counter; provides assistance and information related to utility services, utility accounts, utility bills, installation charges, procedures, forms, problems or other issues; responds to routine questions, complaints, or requests for service; researches problems and initiates problem resolution.

Maintains customer utility accounts; processes various account activities, including new account setup, verification of account information, changes/corrections in name/address, adjustments, courtesy credits, meter reading re-checks, changes in service, account transfers, payment arrangements, refunds, account closings, or other account activities; verifies emailed application forms for new accounts.

Researches various discrepancies and problems relating to accounts, and makes appropriate corrections/adjustments; researches and re-calculates billing charges; researches misapplied payments, unbilled accounts, complaints of high bills, and wrong services assigned to account; researches correct addresses of mail returned to the department; researches, edits, and re-bills off-cycle billing.

Receives, opens, processes, and/or distributes incoming mail; picks up mail from post office as needed; responds to correspondence from customers; composes letters or completes form letters to customers; prepares outgoing mail.

Receives moneys in payment of utility bills or other fees/services, including fees for other departments, in person, by mail, or from drop box; verifies customer name and amount on payment stub with payment; verifies advanced payments; verifies whether payments received are on turn-off list; contacts customers to research payment discrepancies or questions; records transactions and issues receipts; posts payments to proper account on computer;

balances revenues with payment stubs and balances batch; prepares bank deposits and forwards revenues as appropriate; prepares payment reconciliation report for all monies coming into Town Hall, counts/balances daily cash drawers.

Crates daily service orders for submission to utility maintenance staff; enters new readings and final readings; processes various service orders for line breaks, new installations, service cut-off, service restoration, re-reading of meters, or other actions; researches service order errors and makes corrections; follows up on service orders and door cards; completes and closes out related service orders; generates weekly/monthly reports of outstanding service orders.

Processes electronic meter reading system; retrieves and returns meter reading data to host computer.

Prepares accounts for billing; submits billing charge creation; reviews billing exceptions; deletes accounts not billable; enters bills notes; submits monthly billing; prepares reference number sheets for new bills.

Processes various bills and reports, including monthly bills, late notice bills, GR bills, and billing reports; processes posting of interdepartmental payments.

Maintains penalty charges, monthly consumption, deposit refunds, interest accrued, and interest refunds; files water used reports and EMR reports electronically.

Monitors and researches delinquent accounts; reviews active delinquent lists and corrects/changes dates as appropriate. Processes accounts for late notices and water service disconnections Processes the daily disconnect report for the Water Plant Operators. Creates lien search requests from Title companies and maintains escrow accounts. Understands and applies knowledge of bankruptcy and foreclosure process to utility accounts.

Prepares, completes, or receives various forms, reports, correspondence, consumer service applications, meter installation applications and estimates, utility bills, checks, payment extensions, service orders, cash edit listings, cash/cash only reports, deposit slips, journal entries, statements, guaranteed revenue reports, account consumption reports, top consumption by class reports, meter reading exception reports, meter readings, residential blueprints, policies, procedures, maps, operating guides, directories, manuals, or other documentation;

reviews, completes, processes, forwards, or retains as appropriate.

Operates a…