Education and Experience: High school diploma or equivalent. One year of general recordkeeping or bookkeeping experience or any equivalent combination of education and experience which provides the required knowledge, skills, and abilities. Excellent customer service experience including dealing with the public over the telephone and face to face.
Knowledge: Business letter writing and operation of standard office equipment, including personal and networked computers, Microsoft Word and Excel software, and 10-key. Mathematical ability to calculate water and sewer usage for billings; leak adjustments, etc. Ability to interpret and understand City code related to utility charges. Record keeping, report preparation, filing methods, and records management techniques. Correct English usage.
Skills: Utilizing good interpersonal, written, and verbal skills. Using Microsoft Excel and Word spreadsheets. Researching, compiling, and summarizing informational and statistical data and materials. Excellent problem solving skills. Using tact, discretion, initiative, and independent judgment within established guidelines. Ability to determine the best solution for each individual situation within City Code and department policies. Analyzing and resolving customer questions and billing issues. Skill in handling irate customers. Organizing work, setting priorities, meeting critical deadlines, and following up assignments with a minimum of direction. Multi-tasking skill.
Duties and Responsibilities: Provides friendly, courteous, and knowledgeable customer assistance. Researches customer accounts; calculates utility bills and leak adjustments; researches permit activity to monitor certificates of occupancy; researches meter readings to determine if a customer has an incorrect reading; and prepares correspondence accordingly. Sets up, processes, reconciles, and maintains ACH files for customer billings; Sets up builder new meter sets; processes and balances final bills; works with City Attorney’s Office to process bankruptcies; develops delinquent payment arrangements; verifies Low Income requirements and monitors changes. Set up Interdepartmental bills. Handles Sanitation rolloff requests. Answers questions from other City departments and the public regarding Utility Services Division and other City services. Maintains manual and/or computerized recordkeeping systems. Prepares and maintains desk manual for training purposes. Codes, enters, posts, tabulates, reconciles, and retrieves data and reports. Generates, prepares, and proofs data, information, and reports. Assists supervisor with annual sewer and water rate calculations. Backup for Customer Account Specialist as required. Answers telephone and routes calls. Cross indexes and files documents and correspondence alphabetically, numerically, or by other designated classification. Photocopies, faxes, and scans documents and forms. Provides 2-way radio communication and assists field employees with delinquent and new account initiation. Sets up all new utility accounts and initiates turn off and transfers of accounts. Maintains departmental billing files and mailings. Submits data via computer to generate work orders. Makes necessary changes to correct errors and reconcile records. Performs related work as required.
Working Conditions: Work is performed in a normal office environment with constant breaks in concentration associated with answering phones and speaking in person to citizens requiring assistance.
Mental and Physical Abilities: Limited amount of physical effort required associated with walking, standing, and lifting and carrying light objects from 5% to 50% of work time, depending upon the specific assignment. Ability to maintain regular, predictable and punctual attendance. Ability to properly handle stressful situations.
Additional Information: Final candidates will undergo data entry, Microsoft excel and spelling skills assessments. Selected applicant must pass a background investigation and drug screen.