Summary:   Under general supervision, this position reports directly to the Business Services Administrator.  Primary functions include performing daily, weekly, monthly and yearly operations to assure business services such as utility revenue and lease payment billings are performed in a timely and accurate manner.  A higher level of knowledge and skill is required to provide technical support to the Customer Services Representatives.

Essential Job Functions:  Essential functions, as defined under the Americans with Disabilities Act, may include any of the following tasks, knowledge, skills and other characteristics.  The list that follows is not intended as a comprehensive list; it is intended to provide a representative summary of the major duties and responsibilities.   Incumbent(s) may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks. 

-Provides guidance and mentorship to less experienced staff in the areas specific to customer services and provide backup and support when needed.

-Process work orders such as creating new customer accounts and final billing customer accounts that are being disconnected.

-Generates and distributes utility bills and other miscellaneous billings; input late fees, extension and lock lists, past due and shut off notices, exceptions and adjustments, and process non-sufficient fund transactions in customer accounts. 

-Process meter changes to assure utility accounts are billed accurately on a monthly basis.

-Uploads/downloads cash transactions for online bank and credit card payments on a daily basis. 

-Compute and process leak adjustments for customers.

-Process final collections on utility customers by sending final collection notices and send bad debt customers to collection agency monthly.

-Creates and manages customer surveys to improve customer relations. 

-Prepares customer summaries for utilities and landfill, bar codes, and CASS certifications.

-Provides technical assistance with utility rates and billing; ensures billing codes from City resolutions are implemented into daily processes to ensure integrity of accurate billing and payments; troubleshoot billing issues and resolve billing disputes for customers and responds to customer inquiries by telephone or in person.

-Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

Required Knowledge and Skills:

-Knowledge of City utility rate structures, policies, procedures and regulations pertaining to utility billing, charges and services.

-Knowledge of principles and practices of financial and statistical record-keeping techniques as it relates to revenue billing. 

-Knowledge of a variety of databases and interpreting data to troubleshoot and resolve issues.

-Knowledge of interpersonal skills using tact, patience and courtesy.

-Skill in training personnel

-Skill in interpreting and applying rules, regulations, policies and procedures.

-Skill in interacting with people of different social, economic, and ethnic backgrounds.

-Skill in following and effectively communicating verbal and written instructions.

-Skill in operating a computer and appropriate software applications.

-Skill in providing customer service.

-Skill in directing the activities of youth workers and inmates as assigned.

-Skill in establishing and maintaining effective working relationships with others.

Education, Experience, Certifications and Licenses:

-High School diploma or equivalent GED certificate.

-Two (2) years work experience with a utility company.  

-Five (5) years of experience with Microsoft computer applications, data entry, customer service, cash handling or clerical activities.

-OR an equivalent combination of training and experience that provides the required knowledge and skills.

Environmental Factors and Conditions/Physical Requirements:

-Work can be performed in an indoor environment, subject to distraction from customers and visitors. 

-Subject to standing for extended periods of time, walking, sitting, bending, reaching, kneeling, pushing and pulling, climbing, stooping and occasional lifting of objects up to 30 pounds.

-Work can be performed in an outdoor environment, subject to inclement weather and driving a vehicle in the performance of duties. 

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