Public Utility Account Representative

Under limited supervision, performs internal service and fiscal work of a business nature for the Department of Public Utilities. Work involves answering telephones and handling routine and non-routine requests for information. Employee is also responsible for maintaining a variety of records and files. Employee must exercise independent judgment and initiative in completing assignments. Employee must also exercise tact and courtesy in frequent contact with customers and the general public.

Reports to Assistant Utility Operations Account Manager.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

• Answer calls in a call center atmosphere, calls can be back-to-back and stressful in nature.
• Resolves customer inquiries via phone, face-to-face interactions, email, and written correspondence.
• Performs analytical reviews of customer account transactions and makes informed decisions relative to adjustments, pay arrangements, potential field activities.
• Creates service request for field staff.
• Interprets information from a variety of databases.
• Provide information or referring inquiries to appropriate personnel.
• Performs cashiering, must maintain accurate records when handling funds. Funds must balance each day, and position will be held accountable for discrepancies.
• Responsible for processing, billing, and payments of facility charges
  Maintains records with customer information, ensures accuracy when inputting into the billing system.
• Appropriately handle confidential customer information at all times.
• Performs information searches for customer data prior to creating accounts.
• Responsible for accurately inputting information into spreadsheets for meter placement tracking, and transfers of balances.
• Performs daily dispatching of tickets to the field staff, or after hours staff.
• Filing tickets each day.
• Performs other related duties as required.

Associate's Degree in bookkeeping or accounting and 3 to 5 years of experience in clerical and bookkeeping work; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Requires a valid driver's license.

• Knowledge of the policies and procedures, organization and function of the Department of Public Utilities.
• Knowledge of modern office practices, procedures, equipment and standard clerical techniques.
• Skilled in the operation of a computer or electronic data-entry equipment.
• Ability to interpret policy and procedural guidelines and to resolve problems and questions.
• Ability to screen communications and, based on content, handle independently or route to proper source.
• Ability to maintain a variety of moderately complex records and to compile reports from such records.
• Ability to compare figures accurately. Is able to type with accuracy at the speed required by the position.
• Ability to communicate effectively in oral and written form.
• Ability to exercise independent judgment and initiative in completing assignments.
• Ability to exercise tact and courtesy in frequent contact with customers and the public.
• Ability to establish and maintain effective working relationships as necessitated by work assignments.
• Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
• Ability of speaking to people to convey or exchange information. Includes receiving assignments and/or directions from superiors.
• Ability to read a variety of reports, records and forms. Requires the ability to prepare cash reports, deposit slips, and other related forms using prescribed formats. Requires the ability to speak to people with poise, voice control and confidence.
• Ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation.
• Ability to record and deliver information,…