Public Service Representative (PT Temporary Assignment)

Description

Examples of Duties

• Receives and services customers, depending on assignment, making applications for memberships or for water or gas service connections; explains needed deposits for new residents or commercial users; explains procedure involving transfer of accounts from one location to another and the need for new deposits; and issues receipts for customers when necessary.
• Opens and closes, depending on assignment, membership or utility accounts on-line in utility billing system; enters complete customer information and appropriate documentation.
• Receives requests to disconnect water and gas service and explains appropriate procedure in disconnecting or holding service for new party moving in; enters appropriate service orders to field crews using on-line service order system.
• Receives reports of damaged gas or water meters; issues repair service orders to field crews.
• Receives reports of low water pressure or water quality problems; refers to the Utility Department.
• Receives reports of water or gas leaks; dispatches report to department for service.
• Enters field service orders into on-line service order system to accommodate needs and requests of customers, the public, or other City personnel.
• Processes mails; posts information including payment information into system; and balances payments and deposit receipts for review/posting.
• Reviews final utility account billing and processes appropriate adjustments to ensure accurate final billing; processes returned customer checks.
• Receives, researches, and completes lien inquiries.
• Makes courtesy telephone calls to members/utility customers prior to disconnections; assists customers with questions relating to non-payment service disconnections.
• Staffs and operates the City’s main switchboard in relief of regularly scheduled clerk.
• Organizes and maintains miscellaneous files, including service orders, adjustments, new customer paperwork, and final account paperwork.
• Refers unresolved issues to supervisor.
• Translates information to/from Spanish as needed.
• Performs related work as required.

Requirements

• Graduation from an accredited high school/vocational school or G.E.D. equivalency including or supplemented by courses in business practices preferred

• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact
• Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to, word processor, calculator, copier, and fax machine
• No significant, moving, climbing, carrying, bending, kneeling, crawling, reaching, handling, sitting, standing, pushing, and pulling is required.
• May be required to stand and/or sit for prolonged periods of time
• Ability to perform minimal lifting, not to exceed 20 pounds of force, which may be required on a limited basis

Supplemental Information

• Knowledge of rules and regulations pertaining to customer service.
• Knowledge of City credit procedures, billing practices, and charges for service.
• Knowledge of department procedures in the receipt and recording of non-cash payment and deposit transactions.
• Knowledge of business English, spelling, and arithmetic.
• Knowledge of office practices, procedures, and equipment.
• Knowledge of principles and practices of effective public relations.
• Knowledge of principles and methods of record maintenance.
• Skill in utilizing general computer functions and software including Word and Excel.
• Ability to deal effectively with customers via telephone and visitor contacts.
• Ability to maintain clerical records according to department requirements.
• Ability to perform repetitive non-cash payment transactions accurately and with speed.
• Ability to make rapid and accurate arithmetic computations.
• Ability to communicate effectively and persuasively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with City officials, other City departments, fellow employees, supervisors, outside agencies, and the general public.
• Ability to deal with competing priorities and varied responsibilities.
• Ability to work efficiently and effectively to develop win-win solutions.
• Ability to read and speak Spanish.