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JOB SUMMARY
This position is responsible for providing technical and customer service support for utility billing operations.
MAJOR DUTIES
Answers telephone and greets visitors; provides information and assistance; assists in resolving customer concerns and complaints.
Accepts and processes in-person customer payments.
Accepts applications for and sets up new utility customer accounts.
Receives and processes customer requests, preparing and completing work orders, including new service requests, gas leaks, water leaks, and missed garbage service.
Process cash collections for utility payments, including remote check depositing and credit card reconciliation.
Reviews and processes billing adjustments.
Performs related duties.
KNOWLEDGE REQUIRED BY THE POSITION
Knowledge of modern office practices and procedures.
Knowledge of city and departmental policies and procedures.
Knowledge of computers and job-related software programs.
Knowledge of city utility billing policies and procedures.
Knowledge of customer service principles.
Skill in prioritizing and organizing work.
Skill in the provision of customer services.
Skill in the maintenance of files and records.
Skill in the use of such office equipment as a computer, scanner, fax machine, and copier.
Skill in oral and written communication.
SUPERVISORY CONTROLS
The Utility Billing Supervisor assigns work in terms of somewhat general instructions. The supervisor spot-checks completed work for compliance with instructions and established procedures, accuracy, and the nature and propriety of the final results.
GUIDELINES
Guidelines include city and department policies and procedures. These guidelines are generally clear and specific, but may require some interpretation in application.
COMPLEXITY / SCOPE OF WORK
The work consists of related technical and customer service duties. Frequent interruptions contribute to the complexity of the position.
The purpose of this position is to provide technical and customer service support for the department’s utility billing operations. Successful performance contributes to the efficiency and effectiveness of those operations.
CONTACTS
Contacts are typically with co-workers, other city employees, customers, vendors, and the general public.
Contacts are typically to give or exchange information and provide services.
PHYSICAL DEMANDS / WORK ENVIRONMENT
The work is typically performed while sitting at a desk or table or while intermittently sitting, standing or stooping. The employee occasionally lifts light and heavy objects.
The work is performed in an office.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
None.
MINIMUM QUALIFICATIONS
Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.
Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
