DESCRIPTION:

Toperform public contact and recordkeeping work related to the operational,financial and commercial records of water utilities and to provide a wide rangeof information and service to utility customers and the general public.

DISTINGUISHING CHARACTERISTICS:

Thisclass performs the more routine tasks and duties, with public contact andaccount management Incumbents have some previous customer service and publiccontact experience and work under moderate supervision which requires theapplication of defined methods and procedures.

ESSENTIAL FUNCTIONS;

• Classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices.
• Respond to questions, complaints or requests for service; analyze data to determine proper response to inquiries.
• Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues.
• Perform data entry functions by keying data into computer system; enter, retrieve, review or modify data in computer database; verify accuracy of entered data and make corrections.
• Take on-and-off orders for utility service by telephone, correspondence and in person; analyze customer records to apply appropriate utility rates:
• Establish deposit amounts from written guidelines for new utility users and authorize deposit refunds.
• Process temporary water meter applications, assessment fees and meter applications ensuring City requirements are met.
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures: compute and prepare water bills; review, audit, analyze and reconcile customer b ling records and make adjustments as needed.
• Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, obtain other information to assist customers, research, and use discretion to determine deposit and restoration of service requirements.
• Determine and resolve utility payment problems and miss-readings; research, recalculate and adjust incorrect bills.
• Prepare orders to install, remove and repair meters, post, disconnect, restore, or verify services and to perform other service related changes.
• Perform financial transactions including processing or transferring payments, refunding credit amounts or deposits, adjusting charges and/or deposits, and adjusting service fees.
• Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various records, logs and ledgers.
• Research customer records to resolve more difficult customer inquiries and prepare correspondence in response. Resolve Customer billing disputes and present analysis to water sewer appeals board.
• Communicate with customers via telephone, mail, email, or other means of communication.
• Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis.
• Perform related duties and responsibilities as required.

QUALIFICATIONS :

Experience :

Minimumof 4 years' experience with Customer service public contact involving the useof personal computers.

Knowledge of :

Fundamentalprinciples of human relations; personal computer operation in officeapplications; office procedures and equipment; English usage; business math.

Ability to:

Communicateeffectively with utility customers both in person and over the telephone;understand pertinent procedures and functions quickly and use good judgmentinterpreting and applying them to a variety of circumstances under moderatesupervision; operate a personal computer, analyze and evaluate data; makeaccurate and logical determinations based upon data and interpretiveguidelines; maintain accurate records; speak clearly and concisely;simultaneously converse with customers and accurately enter data into acomputer.

Education:

High School Diploma or GED is required

ENVIRONMENT/WORKING CONDITIONS;

Physical Conditions:

Workis performed in an office environment utilizing modem office equipment andtechnology and may require sitting for prolonged periods of time using acomputer. The incumbent stands, walks, and may twist, reach, bend, ouch andkneel. An incumbent must be able to meet the requirements of the classificationand have mobility, vision, hearing and dexterity levels appropriate to theduties to be performed.

SUPERVISION RECEIVED AND EXERCISED:

Workunder close technical supervision. Work in progress and completed work isreviewed continuously.