Utilities Service Specialist - I AF

Utilities Service Specialist-I

The Utilities Service Specialist-I initiates, processes and communicates utility customer requests for water and wastewater service and information; resolves customer complaints, analyzes billing records, accepts payment for water and sewer services, records transactions, and updates utility data.

Education, Training, Experience, Certifications, Licenses and Registrations

Education / higher education: High School Graduate or equivalent

Minimum number of years of related experience: One year of customer service experience in an office, call center, or retail setting.

Driver's License requirement: Infrequent Driver -- Regular Driver's License Required Endorsements: None

Note -- For any driver, driving record must always meet City driving and insurability standards.

Required certifications, licenses or registrations: None

Preferred certifications, licenses or registrations: None

Knowledge, Skills and Abilities

Knowledge: Cash accounting, coding, billing, clerical and collection techniques. Business English, spelling and elementary algebraic concepts. Intermediate computer applications such as Word, Excel, e-mail systems and calendar management systems; ability to learn computer applications and systems as needed. Typical office practices and procedures. Knowledge of filing, indexing, cross-referencing, and records management. Telephone etiquette and customer service techniques.

Skills: Must be able to type rapidly and accurately enough to successfully produce documents/spreadsheets, communicate via e-mail, or perform data entry as necessary to accomplish the essential functions of the position (must test at or above 30 net words per minute). Use of technology, equipment and software typically used in the office environment. Accurate handling monetary transactions, data entry, and operation of standard office equipment, which includes computer, calculator, fax, and/or copier/scanner. Make arithmetic and mathematical calculations quickly and accurately; accurately proofread numerical and text data; Understand and follow oral and written instructions. Organize, coordinate and complete tasks to meet scheduled deadlines. Perform necessary procedural matters without immediate supervision. Working with customers, especially those who are irate in an escalated situation.

Abilities: Learn water and wastewater ordinances. Communicate in a clear, concise, tactful and prompt manner both in oral and written communications. Interpret oral and written instructions. Multi-task: navigate multiple programs at one time. Keep records and prepare reports. Use sound judgment and problem solving techniques. Acquire in-depth knowledge of department programs, policies, procedures and processes; Acquire in-depth knowledge of the mainframe computer systems utilized by the City; Maintain complex records efficiently and accurately and to prepare clear and concise reports; Maintain confidentiality of information processes or prepared; Conduct research and basic analysis of special projects; Establish and maintain effective, professional working relationships with other City employees, elected officials and the public; Demonstrate sound judgment in resolving problems that do not need the supervisor's immediate attention within the department's policies and procedures and City ordinances on a daily basis.

Interaction with Groups/Agencies/Entities: Internal: Works with other Division Managers, Utility Billing Specialist, Utilities Service Specialists and other Utility staff. External: Works with staff in other departments and division, developers, builders, banks, courts and utility customers.

Essential Functions

The following functions are typical for this position. The omission of specific functions does not exclude them if the work is similar, related or a logical assignment for this position. Other duties may be required and assigned.

• Provide high-level customer service and assist customers while adhering to Privacy Act Law.
• Talk with customers by phone in a call center environment or in person, receive and process orders for new accounts, water service activations, discontinuance, or change in service. Review status and/or findings of service orders requested by customers.
• Analyze account information, answer inquiries and resolve complaints from the public. Addresses customers' billing concerns or service rendered, adjusts customer accounts when warranted, and refers complaints of service failure to designated divisions for investigation.
• Navigate multiple computer programs while interacting with customers.
• Maintain electronic records specific to the area of assignment and utilize these records to perform a variety of research activities.
• Input all necessary customer data and maintains all reports and registers.
• Analyze or reviews and tracks delinquent accounts, notify Utilities Service Specialist-II if payment arrangements are not kept, recommends turn off due to non-payment.
• Work with delinquent customers to establish special payment plans and/or refer customer to charitable organization for financial assistance.
• Flags customer account; works with customer on establishment of new account; brief Customer Service Manager on customer's payment status.
• Analyze customer accounts to determine the Winter Quarter Average rates to calculate wastewater charges for upcoming year. Makes adjustments if necessary.
• Perform cash receiving and cash accounting processes.
• Process refunds of deposits, final bill credits, and transfer final credit or debit balances to active accounts.
• Determine charges for service requested, prepares change of address records, and issue discontinuance service orders.
• Collect utility payments for water and sewer services, initial service payments, deposits for new service.
• Sort, open, distribute and process mail and night box payments.
• Accept and review Water Conservation Rebate Applications, submit to Conservation unit for final approval, then process rebate monies to customer accounts.
• Notify Contract Operator by phone and email of all leaks and/or main breaks reported to the Customer Service operations.
• Produce service orders for field inspection and resolution. Relay findings to customer or requesting department.