Customer Service Specialist

Job Title

Under general supervision, this position performs a variety of routine clerical functions such as opening and terminating accounts, collecting payments, and issuing work orders. Reports to the Manager of Administration & Financial Services.

Essential Job Functions:

• Receives orders for connection or disconnection of water; records required documentation and identification; prepares adjustments to water bills due to leaks; responds to and researches complaints of water quality, disconnection for non-payment, illegal usage, billing information and water and wastewater line locations; prepares refund checks for deposit balances and over payment; contacts customers, and collects balances for delinquency, insufficient check funds and water restoration from property lien action;
  
  prepares and dispatches work orders for service initiation, meter reading, discontinuance, or maintenance and repairs; maintains records of water and wastewater taps. Files property liens for outstanding utility bills based on city and department policy; authorizes payment extensions or payment arrangements for unpaid utility bills; processes utility accounts for billing on a scheduled basis; reviews customer utility accounts; analyzes and forwards accounts with unusually high or low consumption for verification;
  
  provides bankruptcy information at the request of the City Attorney's Office.
• Performs administrative support work such as word processing, creating spreadsheets, data entry and retrieval, and functions that may require interpretation, judgment and determining appropriate processes to be used; reviews forms, data and other information to ensure accuracy and conformance to established procedures and policies; utilizes supplemental data to resolve inquiries pertaining to water bills and meter leaks. Answers telephone and greets visitors;
  
  responds to inquiries and complaints, and provides or referees callers to the appropriate source; routes messages for department personnel; prints and reviews distribution reports, scan sheets, and various billing; prepares and posts billing reports, monthly delinquent notice, and billings; reviews utility bills, prior to mailing, for high consumption and special billing. Researches outstanding bills, and develops and submits data for the state tax offset program;
  
  interacts with the public and others outside the work unit to obtain and provide information and assistance in a variety of circumstances; may screen and respond to inquiries and complaints; provides information on policies and procedures; performs other similar types of administrative support activities; responsible for establishing, coordinating, and/or maintaining filing and record systems.
• Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.

Performance Indicators:

Knowledge of Job:
Has considerable knowledge of modern office practices and procedures. Has considerable knowledge of arithmetic, spelling, grammar, punctuation and vocabulary. Has general knowledge of the policies and procedures, and the organization and function of the department. Is skilled in the operation of common office equipment, including popular computer-driven word processing, spreadsheet and file maintenance programs. Is able to screen communications and, based on content, handle independently or route to proper source.

Is able to correct spelling, grammatical, punctuation and typing errors. Is able to use independent judgment in organizing and establishing format. Is able to gather information from a variety of sources and draft documents. Is able to establish and maintain moderately complex files. Is able to communicate effectively orally and in writing. Is able to exercise tact and courtesy in frequent contact with the general public.

Is able to establish and maintain effective working relationships as necessitated by work assignments.

Quality of Work:
Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co-workers and the public.

Quantity of Work:
Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions."

Dependability:
Assumes responsibility for doing assigned work…