What are the responsibilities and job description for the Customer Service Representative I, (A264115-2), 202, Utility Billing position at City of Laredo?
Process and maintain accurate monthly billing records. Provides support for billing issues.
Essential Duties & Responsibilities
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Physical Effort Requirements
Position will have the following exposures
Position will require the employee to work in the following types of work environments
Never
Position will require the employee to be exposed to the following environmental elements
Never
Position will require the employee to travel
Never
Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.
Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.
A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and/or test if applicable.
City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.
Essential Duties & Responsibilities
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
- Prepares monthly utility bills and other related bills including off-cycle, final, and corrected bills that include service charges for Utilities, Solid Waste, and Environmental Services Department.
- Verify that meters are read and reported back in a timely manner.
- Performs research, analyses, and audits of account histories utilizing different software and exception reports to resolve issues with inaccurate water meter readings.
- Ensures problematic meters with issues are investigated and resolved expeditiously by identifying, analyzing, troubleshooting, and utilizing independent judgement to resolve those issues within the scope of responsibility for the position and report them to management.
- Verifies the accuracy of account service charges by reviewing reports generated from billing software in EXCEL format; correct any accounts with errors.
- Coordinates with Customer Service and Collections staff with cross- functional tasks to accommodate work order scheduling, including troubleshooting billing related issues.
- Manages work order requests to ensure completeness and accuracy of the results reported and advise Customer Service when necessary.
- Verifies that all accounts with underlying issues arising from the results submitted by field staff are addressed and corrected in a timely manner.
- Processes back billings through adjustments in compliance with city policy and TX PUC or ordinance guidelines and issue letters to customers.
- Distributes daily reports to appropriate personnel.
- Prepares month-end adjusting entries and account reconciliations as required,
- Reviews month-end reports to include reverse payment updates, adjustments updates, refund credit listings, cash update listings, payment update listings, trial balance, GMBA reports, and balance sheets.
- Compiles reports, spreadsheets, historical data, billing statements, periodic notices, and other pertinent information to respond to staff.
- Prints billing statements and delinquency notices when necessary.
- Answers, screens, and routes department telephone calls to appropriate personnel; greet and reply in person, by telephone, or by correspondence to inquiries from customers.
- Creates letters, memos, notices, and lists required. Sort and file correspondence and other related materials; prepare and maintain various reports and documents as required.
- Assist in maintaining good communication between staff, visitors, and other business contacts.
- Follows all rules of telephone courtesy in all telephone communications.
- Maintains regular job attendance and adhere to normal working hours.
- May be required to work overtime.
- Performs other duties as assigned.
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
- Knowledge of City ordinances, protocols, and policies.
- Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office, Excel using formulas and data analysis tools.
- Knowledge of English grammar, spelling, and punctuation.
- Skill in planning, organization, and time management.
- Skill in performing a variety of duties, often changing from one task to another of a different nature.
- Skill in critical thinking and logical reasoning.
- Skill in customer service delivery.
- Ability to demonstrate strong strategic, analytical, and organizational skills for the analysis of utility accounts.
- Ability to make arithmetic computations and tabulations accurately.
- Ability to work under pressure and meet appropriate deadlines while using data processing concepts, methods, and logical judgment for problem solving techniques.
- Ability to build and maintain effective working relationships with others.
- Ability to communicate clearly and effectively both orally and in writing.
- Ability to maintain good planning and organizational skills.
- Ability to take and follow directions from supervisor.
- Ability to give directions to and gain compliance from assigned staff.
- Ability to perform strenuous work and routine work.
- Ability to maintain a valid Texas Driver License and a good driving record.
- Ability to project a positive and professional image of the City of Laredo.
- Ability to effectively communicate both orally and in writing in the English language and orally in the Spanish language.
- Ability to comply with all City of Laredo's policies and procedures.
- Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of this position.
Physical Effort Requirements
Position will have the following exposures
- Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
- Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
- Exerting up to 35 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.
Position will require the employee to work in the following types of work environments
Never
- Outdoor environment
- Street environment (near moving traffic)
- Construction site
- Confined space
- Vehicles
- Warehouse environment
- Office or similar indoor environment
Position will require the employee to be exposed to the following environmental elements
Never
- Individuals with known violent backgrounds
- Communicable diseases
- Fumes or airborne particles
- Individuals who are hostile or irate
- Extreme cold (below 32 degrees)
- Extreme heat (above 100 degrees)
- Moving mechanical parts
- Toxic or caustic chemicals or substances
- Loud noises (85 decibels such as heavy trucks, jack hammers, construction)
Position will require the employee to travel
Never
- National travel
- International travel
- Local travel
- Regional travel
- High School diploma or G.E.D. equivalency
- At least one (1) year of experience in customer service, clerical, or administrative support.
- At least one (1) year of billing experience.
- Valid Texas Driver License. If applicant holds an out-of-state license, a State of Texas Driver License must be obtained within 6 months of employment.
Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.
Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.
A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and/or test if applicable.
City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.