Account Service Representative

Job Title

Position Purpose: Performs general administrative and customer service duties and all other related work in order to fully support the daily operations of the Account Services Department within the Commission; ensures organizational efficiency in the application of prescribed policies, procedures, and methods.

Responsibilities

Essential Functions:

• Resolves inquiries/disputes from the general public via phone, letter, e-mail and in person, concerning billing, metering, collection and other water/sewer matters.
• Analyzes, researches and takes corrective action on accounts utilizing billing and meter records, premise and hearing files, microfiche, CIS system, work order systems and computer applications.
• Contacts customers for payment of accounts or arranges for payment on delinquent accounts using the Billing, Termination and Appeal Procedures ("BTA") and other approved procedures.
• Prepares and process forms and correspondence.
• Types, files, coordinates, and maintains various manuals and automated filing systems.
• Investigates accounts to determine ownership and liability for balances. Researches bills returned as undeliverable via online databases.
• Contacts customers with delinquent accounts to secure payment via outgoing manual calls, written correspondence and automated dialer software. Researches bank foreclosed properties using various software and online databases.
• Maintains accurate records using both manual and computer entries. Utilizes reports via AMR database to contact customers for MTU repairs and notify customers of unusual consumption patterns.
• Processes all meter reading activity reports and billing information using system software.
• Coordinates and schedules meter installation, MTU installation, meter tests, investigations, water turn-ons and offs, fire pipe inspections, and other appointments with various Commission departments.
• Transmits and receives information and instruction via radio and telephone. Opens and closes work orders.
• Answers telephones and directs calls using automated switchboard equipment.
• Performs similar or related work as required, directed or as situation dictates.

Qualifications

Recommended Minimum Qualifications:

Education, Training and Experience: High School Diploma or equivalent required. One to two (1 - 2) years of customer service or similar experience, preferably in the public sector working with local government. Any equivalent combination of education, training, and experience.

Knowledge, Ability and Skill:

Knowledge: Familiarity with basic office procedures; working knowledge of MS Office applications including Outlook; working knowledge of departmental policies and procedures.

Ability: Communicate effectively and tactfully with staff and the public; compose correspondence; prioritize and complete multiple tasks at one time with frequent interruptions; operate a computer with intermediate MS Office skills; manage databases as required by the position; create spreadsheets and maintain records; use telephone system.

Skill: Excellent customer service skills; strong organizational skills; skills in all of the above listed tools and equipment.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to work at a desk and is regularly required to convey information to employees and the public and move about inside the office to access file cabinets and office machinery. The employee must occasionally lift and/or move objects weighing up to 10 pounds, such as supplies, folders, and books. Certain tasks require the ability to view computer screens for extended periods of time.

Supervision: This position performs various duties requiring a thorough knowledge of departmental operations and the ability to complete assigned tasks according to established procedures and protocol.

Supervision Scope: This position performs various duties requiring a thorough knowledge of departmental operations and the ability to complete assigned tasks according to established procedures and protocol.

Supervision Received: Works under the general direction of the Supervisor of Collections/Customer Services and in accordance with applicable Massachusetts General Laws, city policies and relevant state, federal, and local regulations and standards. Follows established work plan and completes work in accordance with established departmental policies and standards; issues are referred to supervisor.

Supervision Given: None.

Job Environment:

• Work is performed under typical office conditions; work environment is moderately noisy.
• Operates computer, calculator, copier, facsimile machine, and other standard office equipment.
• Contacts are by phone, through correspondence, and in person; they generally consist of an information exchange dialogue, discussing routine and semi-complex issues.
• Errors could result in delay of department services, and have legal and/or financial repercussions.

Affirmative Action/Equal Employment Opportunity Employer