SUMMARY

Helps citizens requesting information and services in accordance with city policies and established guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.Provide courteous customer service to residents, visitors, service providers and employees in person or over the telephone.

2.Retrieve and process online new water service accounts using the current system. Process service orders for utility accounts; including new accounts, final outs and transfers. Become proficient in the current operating systems.

3.Issue Household Hazardous Waste vouchers.

4.Analyze utility account history to assist customers with concerns or complaints. Actively seek ways to help customers with a resolution.

5.Inform customers about facilities, programs, services, and procedures. Provide appropriate handouts.

6.Function as a City cashier by counting and entering money into the Utility cash drawer.

7.Explain how to use new utility programs, like 2Turn It On and Eye on Water, to customers in person and over the telephone.

8.Must have working knowledge of basic Microsoft Office Applications. 30 W.P.M and 10-Key skills.

9.Regular and timely attendance is required, as well as the ability to get along with others in a professional and cordial manner.

10.Work a 12:00 pm-9:00 pm schedule, four days a month (1-2 days every other week) and be responsible for taking after-hour calls to restore water after nonpayment, verify payments made by customer, and dispatch work orders to Public Works on call crew.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma / GED; plus one to three months related experience and/ or training; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Texas Driver’s License.

Preferred: Bilingual in Spanish.

LANGUAGE SKILLS

Ability to read and comprehend basic instructions, short correspondence, and memos. Ability to write basic business correspondence. Ability to effectively present information in one-on-one and in small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Demonstrated skill in receiving/reconciling monetary transactions.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

SPECIALIZED KSA’S

Must possess a basic knowledge of common customer service concepts. Must possess a demonstrated ability to communicate clearly and accurately with a variety of persons. Must have working knowledge of computer software relevant to the position, i.e., Microsoft Word and Excel and current operating system. Must have demonstrated knowledge of use and skill in operation of office equipment such as calculators, copiers, computer printers and fax machines. Keyboarding/typing skills.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; write, type and calculate, reach with hands and arms; and talk and hear. The employee is required to see, talk, hear, sit, stand, walk and reach with arms and hands. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate, but can become noisy with a variety of situations occurring simultaneously.