Utility CIS Representative

Job Title

Responsible for processing and maintaining customer billing and profile information.

Pay Range: (Depending on qualifications and experience)

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Work consistently in Customer Information System (CIS). Work closely with third party mailing vendor.

• Manage and report on corrective actions when and if CIS processes fail.

• Execute and manage billing processes in Customer Information System (CIS).

• Adjust meter readings, manage and process service orders, enter specific account credits or debits, or make rate changes when needed, correct meter reading history or re-bill charges as needed, and run and work reports as needed.

• Work closely with revenue protection staff on tampering investigations to assist city and prevent loss of revenue.

• Includes, but not limited to multitasking, answering phone calls from revenue protection technicians or customers, research and collecting evidence, working with different departments throughout the city (meter reading, code, building inspections, GPL electric department and/or water departments)

• If needed, discuss disputes for tampering charges with customer over phone/person.

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (GED)

• Up to 2 years utility customer service billing or CIS experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience

• High School Diploma plus six months or one year of advanced study or training past high school level

• 2-4 years' experience in customer service or utility customer service billing industry

Knowledge, Skills & Abilities

• Sufficient knowledge of Microsoft Office (Word, Outlook, Excel, Access, PowerPoint)

• Basic knowledge of procedure implementation methods

• Basic knowledge of utility billing practices for electric and water service

• Skill in de-escalating stressful situations involving irate customers

• Ability to listen and ascertain the needs of customers

• Ability to deal courteously and diplomatically with the general public

Licenses and Certifications

• No Licenses/ Certifications required

Physical Requirements / Work Environment

The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.