General Statement of Duties

Performs responsible clerical and fiscal work in support of the utility customer service and accounts function within the Finance Department.

Distinguishing Features of the Class

An employee in this class performs a variety of customer service, collection and clerical duties for the utility accounts function within the Finance Department. Work includes serving as the initial source of citizen contact for utility accounts, collecting and posting payments, establishing and terminating customer accounts, scheduling meter reading and utility field service; providing information about City services, researching and providing information on customer accounts, bills, and usage; making adjustments as warranted; assuring feedback given in a timely and professional manner; and assisting with the billing process. Work involves heavy public contact and coordination with field and other department staff. Significant tact and diplomacy in working with customers are required in the work. Work includes contacts in person and by telephone and follows established policies and procedures. Unusual or difficult situations are referred to higher levels. Work is performed under regular supervision and is evaluated through observation, review of records and reports, and feedback from customers served.

Duties and Responsibilities

Essential Duties and Tasks

Assists utility customers by phone and in person with information in accordance with departmental policies; answers questions and addresses complaints from citizens on service issues; researches problems and gives customer information based on the type of request; addresses questions about accounts, billing and balances, due dates, and detecting water leaks.

Establishes and maintains customer accounts; enrolls new utility customers; accepts deposits for new accounts; processes applications for new service, transfer applications, and name changes; enters and verifies changes of service; closes out accounts.

Collects and processes revenue from utility customers; receives payments for utility bills including electronic payments, money orders, and debit/credit card payments.

Processes, records, and accounts for utility revenues received daily; enters computerized data on utility accounts; posts payments; makes adjustments to bills if warranted.

Processes drop box and mail payments; imports telephone and on-line files; processes bank drafts; researches and corrects drop box errors.

May import meter readings into software system; reviews utility readings and identifies continuous flow issues, potential mis-reads, and other possible problems; determines which meters require re-reading; makes adjustments to re-reads.

Creates work orders in the software system for public works field staff; requests re-reads for errors and possible leaks; follows up to check on completion of work orders.

Performs delinquent account debt collection using letters, phone calls, and debt setoff program.

May assist with billing activities such as assessing late fees, preparing cutoff list, processing returned checks and bank drafts, processing refund money for accounts, and contacting customer regarding debt on accounts.

Handles a variety of customer problems and complaints and follows established procedures for handling and resolving.

Additional Job Duties

Performs related duties as required.

Recruitment and Selection Guidelines

Knowledge, Skills, and Abilities

Considerable knowledge of the City’s utility customer service policies, procedures, and processes in handling customer services issues and concerns.

Considerable knowledge of basic mathematical computations, grammar, and vocabulary.

Working knowledge of standard operating practices involved in modern office operation, cash receipting, automated balancing techniques and procedures, and equipment.

Working knowledge of the utility software application and ability to operate the hardware and software to produce accurate and timely account information, reports, and statements.

Working knowledge and understanding of the various utility and water rates and schedules.

Skill in collaborative conflict resolution and customer contact.

Attention to detail and ability to multitask and work with high volume of activities.

Ability to handle cash and process financial transactions and records accurately.

Ability to make minor administrative decisions in accordance with established rules, regulations, policies, and procedures.

Ability to process and complete necessary records, reports, and other paperwork to provide quick and efficient customer service.

Ability to deal effectively with the public in a tactful and effective manner in routine and stressful situations, to effectively resolve conflicts,

Ability to develop and maintain effective working relationships with customers, employees, and the general public.

Ability to operate a calculator, computer terminal, and related office equipment with speed and accuracy.

Ability to communicate effectively in oral and written forms.

Ability to work with information requiring attention to detail and accuracy in data entry.

Ability to work in a busy office environment with frequent interruptions.

Physical Requirements

Must be able to physically perform the basic life operational functions of lifting, grasping, fingering, talking, hearing, and repetitive motions.

Must be able to perform sedentary work exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to move objects.

Must possess the visual acuity to prepare data and statistics, work with accounting processes, operate a computer terminal, and do extensive reading.

Desirable Education and Experience

Graduation from high school and experience in accounting clerical and customer service work; or an equivalent combination of education and experience.