What are the responsibilities and job description for the UTILITIES CUSTOMER SERVICE REPRESENTATIVE II position at City of Riverside, CA?
The Position
The City of Riverside, Public Utilities Department (RPU) is accepting applications for the position of UTILITIES CUSTOMER SERVICE REPRESENTATIVE II to fill vacancies within the Customer Service Division. The eligibility list established may be used to fill the current and/or upcoming vacancies within this classification for up to six (6) months.
Under supervision, a Utilities Customer Service Representative II performs experienced and skilled customer service-related activities and work involving customer contact and interaction by telephone and in person. Incumbents are expected to provide customer service functions by utilizing available online applications, systems and related technology. Performs related office, clerical, and administrative work.
This position may be required to work Saturday hours.
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Work Performed
Duties may include, but are not limited to, the following:
- Provide extensive public utilities customer service activities for residential and commercial customers in the City; provide experience in billing and collections, programs and services, 311 and UOC dispatch, and various other miscellaneous customer service activities.
- Act and service as a counter representative or telephone representative; receive, accept, and process applications for utility service; engages competently with potential and current customers and answers customer billing inquiries and concerns.
- Interpret and explain a customer's account by using knowledge of applicable rules and rate schedules; assist with billing or other accounting discrepancies.
- Analyze and review a customer's credit history to determine whether an extension may be granted; assist in rectifying and resolving accounting delinquencies and other disparities.
- Audit various data processing documents; provide clerical and technical insight in the review and evaluation of accounts and billing; enhances customer experience through communication and transparency.
- Open and distribute mail, type various letters and forms, and perform other administrative and clerical work for the department.
- Sort, code, and file correspondence, forms, documents, and other materials numerically, alphabetically, or by other predetermined classifications.
- Use a calculator to check and compute some utility bills and related data; make manual arithmetic calculations; perform cashier duties and setting up various services.
- Check records and papers for clerical and arithmetic accuracy, completeness, and compliance with established standards and procedures; provide oversight, training, and assistance to lower level staff ensuring integrity, accuracy, and transparency in all customer service activities and billing inquiries.
- Use and employ computer, software programs, applications, other technology, and other office equipment to carry out customer service functions.
- Cross train with co-workers as required.
- Perform other similar duties as assigned.
Qualifications
Education: High School graduation or satisfactory equivalent (GED).
Experience: Two (2) years of experience performing duties comparable to those of a Utilities Customer Service Representative I in the City of Riverside.
Highly Desired Qualifications:
- Two (2) plus years of Customer Services
- Two (2) plus years of High-Volume Call Center experience
- Two (2) plus years of Cash Handling
- Work experience with utility rates or municipal government
- Prior experience with monitoring payments and collection follow-up
- Bilingual
Selection Process
DOCUMENTS REQUIRED AT THE TIME OF APPLICATION:
1) Completed Employment Application
2) Completed Supplemental Questionnaire
1) Completed Employment Application
2) Completed Supplemental Questionnaire
The selection process will begin with an employment application package screening, with the best qualified candidates being invited to participate further in the assessment process. This process may include any combination of written, performance, and oral assessments to evaluate job-related education, experience, knowledge, skills, and abilities. Those who successfully complete the selection process will be placed on the eligibility list for this classification.
IMPORTANT INFORMATION ON SCHEDULING ASSESSMENTS:
If you are selected to move forward in the assessment process, you may be required to self-schedule your appointment. You will be notified via email of your status and provided with self-scheduling instructions. Please check your email regularly following the closing date of this recruitment.
Positions that require, or may require, a California Commercial Driver’s License are considered Safety Sensitive and are monitored by the U.S. Department of Transportation. Any candidate being considered for a Safety Sensitive position must submit authorization forms to the City immediately upon request to begin the pre-employment process.
It is the responsibility of candidates with a disability requiring accommodation in the assessment process to contact the Human Resources Department in writing to request such accommodation prior to the closing date of this recruitment.
Appointment may be subject to the successful completion of a pre-employment background investigation, drug screen, and/or medical/physical examination.
NOTE: The City reserves the right to modify selection devices and test instruments in accordance with accepted legal, ethical, and professional standards. Candidates may reapply when there is a posting to establish an eligibility list.
EDUCATIONAL REQUIREMENTS:
Proof of education listed in your application will be requested at the time of conditional offer. Acceptable documentation consists of transcripts or degree, if applicable, by the accredited U.S. college or university.
Education obtained outside the United States (US) require one of the following options:
- An equivalency statement from an evaluation company certified by the National Association of Credential Evaluation Services (NACES) at http://www.naces.org/members.html or the Association of International Credential Evaluators Inc. (AICE) at http://aice-eval.org/members/.
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An advanced-level degree from an accredited US college or university.
All applicants will be notified via e-mail or telephone of their application status and the assessment dates/times/locations after the closing date of this announcement.
THE PROVISIONS OF THIS JOB ANNOUNCEMENT DO NOT CONSTITUTE AN EXPRESSED OR IMPLIED CONTRACT.