What are the responsibilities and job description for the Utility Credit Counselor position at City of Mesa?
A Utility Credit Counselor serves as the primary point of contact for customers requesting payment arrangements on delinquent utility accounts and establishment of new commercial service utility accounts. This involves interacting directly with customers/citizens in person, by telephone, via e-mail, and in writing to process a variety of service requests and to receive and apply various payments for utility accounts (electric, gas, water, wastewater, solid waste, irrigation, and hydrant meters). Duties include: counseling utility customers regarding outstanding utility balances; determining eligibility for payment arrangements; explaining delinquency process; reviewing and evaluating accounts to make appropriate determinations; making outbound collection calls for outstanding utility account balances; quoting deposits and explaining the requirements to establish commercial utility accounts; obtaining information; resolving billing disputes; evaluating and determining residential and commercial deposit amounts for customer account maintenance; communicating with insurance companies regarding surety utility bonds; retrieving and processing information regarding a customer’s credit history and financial situation; and completing various reports. The interpersonal communication in this classification requires considerable diplomacy, tact, patience, negotiation skills, and professionalism when providing information and explanations concerning City ordinances, policies, and procedures. This classification is expected to routinely handle difficult public contact situations and exercise initiative and independent judgment in ensuring the accuracy and completeness of work. Individual job assignments may vary. This class is also responsible for performing related duties as required.
The public contact component of this classification involves: explaining and/or interpreting the City's policies and procedures, answering complex questions, and resolving customer and/or citizen problems and complaints. This includes interacting with citizens who are often angry, confused, and/or hostile. Employees in this class are expected to perform day-to-day activities independently within established guidelines and procedures under general supervision. This class is distinguished from the other clerical classes by the significant public contact that at times may be tense, unpleasant, and/or confrontational. This class is FLSA nonexempt.Please refer to the link below for the full job description and additional information regarding assignments, preferred qualifications, and essential functions.
Employee Values: All employees of the City of Mesa are expected to uphold and exhibit the City's shared employee values of Knowledge, Respect, and Integrity.
Minimum Qualifications Required. Any combination of training, education, and experience equivalent to graduation from high school or GED. A minimum of three years’ full-time experience in collections or two years full-time experience in a utility customer service environment.
http://apps.mesaaz.gov/jobdescriptions/Documents/JobDescriptions/cs4194.pdfSalary : $51,879 - $72,855