Residential Services & Billing Specialist

Huntsville Utilities offers a customer servicedriven environment, with access to industry-leading technology that supportsour employee'swork and resources to drive career advancement. Join Us at Huntsville Utilities , where our teamis customer service-driven and uniquely focused on one goal: To provide high quality, low cost, safe and reliable electric, natural gas and water service to our customers. Compensation Offer Range: $22.64 - $28.64 Exempt/Non-Exempt: Non-Exempt Employment Type: Full Time Department: Residential Applications Job Statement Uses established procedures to assist customers at Pulaski Drive Thru, online, phone, email and walk ins. Handles all inquiries related to rates, customer service programs, fees, billing processes, payments, high bills, and service requests to connect, disconnect, transfer or modify services. Assists walk in customers with inquiries related to service requests, billing, payments, high bills, etc. and processes online requests to establish, end or transfer service. Rotates between Pulaski Drive Thru and Main Office. Prepares bank deposits at Pulaski Drive Thru location according to Department schedule. Strictly follows established cash handling audit practices and procedures. Provides customers with adequate information concerning the status of their account, collection procedures, policies, billing cycles, installment plans, high bill calls, and how to read meters and identify problems. Determines when adjustments or back billing may be necessary and forwards information to appropriate personnel. Processes residential requests for new services (electric, water, gas), account information, billing history, letters of credit, etc., based on the customers’ specific needs. Quotes and collects residential security deposits and service charges based on the Residential Deposit Policy, ensuring all applications are properly executed and completed. Obtains pertinent information from customers to collect any outstanding debt owed to Huntsville Utilities. Additional Duties Clarifies and handles all customer inquiries in a courteous manner to maintain and encourage customer goodwill, while promoting a positive image of Huntsville Utilities, which can include difficult or irate customers. Balances cash and check payments, maintains and balances assigned working funds, and prepares daily deposits of funds received, all according to established procedures. Promotes various customer services programs and options available to fit the customer’s needs. Keeps informed and updated on all policies and procedures and operational changes pertaining to performing duties assigned to this position. Maintains complete and accurate records of all customer transactions. Assists in training personnel assigned to the section and cross-trains in a variety of job functions to assist in accomplishing the work of the Department and Customer Service. Provides support for the Lobby Receptionist. Performs additional duties as assigned. Job Requirements Education/Training/Certifications: High school graduate or equivalent Internal: Minimum of one (1) year customer service experience as a HU Contact Center Representative required. External: Minimum of two (2) years customer service experience required. Experience/Skills: Prior cash handling experience desired. Excellent verbal communication skills required. Working knowledge NISC applications and basic accounting knowledge preferred. Possess the ability to work effectively as a team member and independently without specific direction. Able to maintain professionalism during stressful interactions. Bilingual desired. Additional Requirements Equipment: Personal computer (data entry), calculator, telephone, copier. Working knowledge of Microsoft Office (Word, Excel, and Outlook). Physical Demands/Environmental Conditions: Ability to make timely decisions and work at a fast pace due to heavy customer load. Sedentary, routine, and repetitive clerical tasks in office environment; sometimes stressful. Other: Ability to use discretion within defined limits and able to interface with difficult or irate customers. Must have the ability to multitask assignments throughout the day. Job rotation may be required within Customer Service. Customer interactions are subject to being recorded for Quality Assurance purposes. May require overtime with minimal notice based on workload. Subject to recall during emergencies. Accepting Responsibility Building and Demonstrating Respect Communicating Effectively Demonstrates Required Job Knowledge Demonstrating Initiative Displaying Confidence and Composure Drives Quality & Excellence Prioritizing and Organizing Work Safety Serving Customers Education Longevity Relevant Job Experience Using Computers and Technology Huntsville Utilities is an Equal Opportunity Employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. The duties and responsibilities outlined within this job description should not be construed as a complete and exhaustive list, as it is not the intention to limit in any way the scope or functions of this position. With the advisement from the Department Head, review/analysis by Compensation Analyst and in agreement from the VP EE, HRD, or his/her designee, these duties and responsibilities may be amended from time to time by addition, deletion or modification to reflect changing circumstances or shifts in organizational requirements. #J-18808-Ljbffr Huntsville Utilities