The City of Idaho Falls is accepting applications for Customer Service Representative in Utility Billing. This position performs a variety of utility customer service support duties related to billing, recording, updating, and maintaining City utility accounts. Must work well and communicate with co-workers in a team environment in a positive and professional manner. Position duties involve significant public contact. Professionalism and respect must be maintained at all times. Position assignment to be in the utility billing.Utility Billing Assignment: Works directly under the Utility Billing Supervisor to ensure proper billing of City utilities including electric, garbage, water, and sewer.
 
Assist customers with establishing new utility service or disconnection of utility service either in person, or online. Monitors and works the orders that are submitted electronically daily as they are received to ensure the order is processed within the business day. Contacts customer if information received is incorrect, or missing. Works directly with Property Management Co., and Landlords with all of their request. Works close with Idaho Falls Power and Public Works regarding services.
 
Assist customers with their questions and concerns through the issues console.
Assist the Credit Office with customers in a delinquent status.
Answers all incoming phone calls, assist the customer with their questions.
 
Assist walk-in customers with billing questions, short-term suspension, Budget Billing request, Auto-Pay set-up and EBill set-up.
File all connect and disconnect service orders in a timely manner
Monitors all return mail – research address for re-send
Prepares outgoing mail
 
Operates various computer software programs to retrieve and enter a variety of data related to customer records (i.e., addresses, previous and current service readings, service charges, and status of billing).
 
Customer Service: Greets customer in person, over the telephone or electronically; answers questions and explains utility billings; enters service orders when necessary.
 
Prepares connect, disconnect, and transfer orders to install new accounts or remove discontinued or transferred accounts.
 
Works with the Utility Credit Office to assist customers with requesting payment options for their utility bills. Performs research on past due accounts per customer request.
 
Performs related duties as required.
 
Identifies appropriate procedure for making data entries and extractions; assists personnel in making complicated entries and extractions.1. Education and Experience:
A. Graduation from a standard senior high school with course background in modern office practices and skills and bookkeeping; AND B. One (1) year experience of full-time employment in customer service work; OR C. An equivalent combination of education and experience; D. One (1) year experience public utility experience is highly desirable.
 
2. Knowledge, Skills, and Abilities:
Working knowledge of City Ordinances related to the Utility Department; working knowledge of utility billing procedures and practices; working knowledge of typical variations accounting for billing irregularities; working knowledge of window based computer programs; working knowledge of interpersonal communication skills and public relations; working knowledge of modern office practices; working knowledge of telephone etiquette; working knowledge of the use and operation of standard office equipment; some knowledge of basic mathematics.
 
Ability to communicate effectively, verbally and in writing; ability to deal effectively with irate customers; ability to make basic decisions where standard procedures do not apply; ability to develop and maintain effective working relationships with supervisors, fellow employees, and the public.
3. Special Qualifications:
Must be able to type at a rate of 45 words per minute. 
Bilingual Spanish/English Skills are recommended and may be compensated by Department.Incumbent of the position performs in a typical office setting with appropriate climate controls. Tasks require variety of physical activities, not generally involving muscular strain. Periodic walking, standing, stooping, sitting, reaching, required in normal course of performing essential duties. Talking, hearing and seeing essential to effective performance of the job. Common eye, hand, finger dexterity required for most essential functions. Mental application utilizes memory for details, verbal instructions, emotional stability, discriminating thinking and creative problem solving.