Customer Service Specialist - Utility Billing

POSITION SUMMARY

The primary purpose of this position is to provide professional, quality customer service while performing utility billing functions. The Utility Billing Customer Service Specialist, at times, operates in a fast-paced environment with a high volume of telephone calls and must possess integrity, dependability, time management and organizational skills.

The essential functions of this position are not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the City's demands change so will the essential functions of this position.

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.

Under general supervision, the Utility Billing Customer Service Specialist:

• Greets and assists customers and city staff with a courtesy and friendly manner as well as manages the flow of information. Support the department by answering questions from citizens, applicants, handling correspondence, writing memos and letters, making copies, utilizing computer programs and software, generating and distributing reports for the department and assisting administrative staff of the office.
• Provides professional, quality customer service at all times.
• Completes cashiering duties.
• Accepts and accurately processes utility and miscellaneous payments.
• Receives, receipts and records payments.
• Receives deposits and fees for new accounts.
• Reconciles cash drawer and prepares the bank deposit that should match the Journal Register report daily between 8:00am and 8:30am. The drawer shall be reconciled, supporting paperwork turned in and be prepared to open City Hall with a new cash receipts drawer open for the day by 8:30am.
• Type memos, forms, and run various reports as required.
• Mail monthly leak notices to customers with possible leaks.
• Process service disconnections, service connections with appropriate deposits, name and address changes and other requests as per customer written requests.
• Follow-up on customer inquiries to ensure satisfactory completion. Maintain utility account security.
• Provide the number of solid waste customers and number of additional cans monthly to contracted service provider. (House counts)
• Process utility water usages and records.
• Answers customer questions and provides general assistance with problems, concerns, and inquiries regarding utility accounts, payments, etc.
• Responds timely to questions/complaints, researches problems and initiates problem resolutions.
• Follow-up on all customer and employee inquiries and requests timely.
• Receives and processes customer requests, including but not limited to, researching city ordinances and other city records.
• Using Utility Billing software, answer utility account balance inquiries, high water consumption concerns, rates, services, and payment history questions. Review data log reports with customers from water meters. Add daily service orders to be completed by meter tech.
• Conduct research for city staff as directed.
• Answers all incoming telephone calls and forwards to the correct party or takes detailed messages and sends via electronic mail to the correct party. (First phone answerer). Completes numerous administrative services by typing, proofreading and preparing reports, maintaining office equipment and supplies, completing numerous clerical and administrative services, providing assistance to other departments and special projects.
• Works closely with Utility Billing team…