Utility Customer Service Representative II

POSITION SUMMARY:

An employee in this position performs administrative and clerical work for the utilities billing, accounts receivable, and customer service functions of Public Utilities for Harnett County. This includes: AMI meter processes, generating the utility bills; daily & monthly accounts receivable work & balancing, handling customer inquiries related to opening and closing utility accounts, payments, billings, and general fiscal support and reporting activities; preparing and verifying a variety of reports and records; issuing and reviewing service orders; and coordinating with the field services functions.
Hiring Range: $42,480.00ESSENTIAL FUNCTIONS OF THE POSITION:
            

• Monitors AMI meter software for alarms, alerts, orphans, key reports, meter reading files; processes, issues service orders, and contacts customers accordingly.  Uploads meter change out files.  Generates and uploads VFLEX files.  Corrects problems or discrepancies. 
• Enters and reviews utilities readings from AMI reading files and handheld water meter reading computers; generates pre-billing edit list information; performs edits, issues service orders for potential problems such as high readings, misreadings, etc.; communicates potentially high bills to customers and fixes problems. 
• Enters and/or reviews service orders for meter readings and meter numbers entered into accounts as they change; enters re-readings, adjustments, and other changes to customer account databases. 
• Processes new tap requests and prepares and updates customer accounts; reviews rates and fees for accuracy; tracks tap requests, taps, and service connections; updates work orders; adds new service to meter reading routes; exchanges or adds meters; and enters customer deposits into system.
• Processes delinquent calls & emails and maintains contact log spreadsheets; processes cut off list.
• Coordinates the activities of the office with the field utilities personnel; coordinates with utility personnel the meter reading functions and the cutting on and off of services to customers; prepares service orders for a variety of field customer services; and provides technical information to field staff as needed.
• Processes billing batches, prints bills, saves to file, and combines files for bill print vendor.  Transmits billing information to billing vendor; reviews sample bills for accuracy; and authorizes billing.
• Answers complaints from citizens, researches problems, and answers to their questions; adjusts bills for leaks, incorrect meter readings, etc.; and refunds deposits.
• Corresponds with customers regarding trimming foliage, moving fences, moving debris, and other needs for meter reading access.
• Establishes, updates, and deletes accounts for multiple temporary development needs.
• Monitors the billing cycle; assures that all records are submitted on a timely basis in order that established deadlines are met; and audits to determine if any customer was not billed.
• Monitors reports for disconnected accounts and final bills as necessary.
• Researches and prepares special reports for management as requested on the assigned area of work.
• Balances prior day cash intake and accounts receivables daily; runs reconciliation batches, processes & imports GL export into financial software.  
• Processes & reconciles payment imports to billing system daily; balances & reconciles credit card batches and reports.
• Processes auto pay and bank drafts.
• Repairs misapplied payments, performs adjustments, and balance transfers. 
• Downloads returns from banks; verifies information; enters information into system; reverses payments; prepares customer correspondence and disconnects services if warranted.
• Schedules and reviews accounts receivable month-end reports.
• Assists customers with Customer Portal sign up, navigation, setting thresholds, notification preferences, auto pay, paperless billing, and payments. 
• Uses AMI software to answer customer questions about billing or consumption.  
• Fills in for co-workers as needed.
• Participates in maintaining the billing software, AMI software, and Customer Portal software including meetings, issuing tickets, and testing. 
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM WORK: 

• High school diploma supplemented by courses in business, accounting, or a related field;
• One (1) year of work experience in a billing and accounts receivable operation involving multiple step tasks and using billing software as well as providing customer service; 
• Or equivalent education and/or experience.

 
KNOWLEDGE, SKILLS, and ABILITIES: 

• Knowledge of local policy, billing, and customer service cycle regarding water and sewer systems.
• Knowledge of the utility billing software application and ability to operate hardware to produce accurate, timely customer account information.
• Knowledge of accounting methods.
• Knowledge of paraprofessional accounting principles, practices, and procedures.
• Knowledge of standard operating practices involved in modern office operation and serving the public.
• Knowledge of water meter operations.
• Knowledge of Microsoft Office.
• Skill in resolving conflicts.
• Skill in using computers and Department software to enter data and run reports.
• Skill in communicating, both verbally and in writing.
• Skill in using tact and courtesy when dealing with others.
• Ability to create and maintain accurate records, reports, and files in support of a cash receipt and customer-oriented operation.
• Ability to operate calculator, computer terminal, typewriter, cash register, and related office equipment at the desired level of speed and accuracy.
• Ability to establish and maintain effective working relationships with coworkers, public officials, and customers.

PHYSICAL DEMANDS:

Must be able to perform light work frequently exerting up to 10 pounds of force to lift, carry, push, pull, or otherwise move objects; and occasionally requiring to exert up to 20 pounds of force to move objects.   This work also involves the physical abilities of grasping, perceiving sounds at normal speaking levels, lifting, having manual dexterity, using mental acuity, reaching, performing repetitive motion, and expressing ideas by the spoken word.  An incumbent must also possess the visual acuity to prepare and use figures and statistics, operate a computer, read maps and written material extensively, and look for defects.

WORK ENVIRONMENT:
            
The employee works in an office environment.

Salary : $42,480