Customer Service Specialist - Utility Billing

POSITION SUMMARY

The primary purpose of this position is to provide professional, quality customer service while performing utility billing functions. The Utility Billing Customer Service Specialist, at times, operates in a fast-paced environment with a high volume of telephone calls and must possess integrity, dependability, time management and organizational skills. The essential functions of this position are not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of the position. As the City's demands change so will the essential functions of this position. The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.

ESSENTIAL FUNCTIONS

Under general supervision, the Utility Billing Customer Service Specialist: Greets and assists customers and city staff with a courtesy and friendly manner as well as manages the flow of information. Support the department by answering questions from citizens, applicants, handling correspondence, writing memos and letters, making copies, utilizing computer programs and software, generating and distributing reports for the department and assisting administrative staff of the office. Provides professional, quality customer service at all times. Completes cashiering duties. Accepts and accurately processes utility and miscellaneous payments. Receives, receipts and records payments. Receives deposits and fees for new accounts. Reconciles cash drawer and prepares the bank deposit that should match the Journal Register report daily between 8:00am and 8:30am. The drawer shall be reconciled, supporting paperwork turned in and be prepared to open City Hall with a new cash receipts drawer open for the day by 8:30am. Type memos, forms, and run various reports as required. Mail monthly leak notices to customers with possible leaks. Process service disconnections, service connections with appropriate deposits, name and address changes and other requests as per customer written requests. Follow-up on customer inquiries to ensure satisfactory completion. Maintain utility account security. Provide the number of solid waste customers and number of additional cans monthly to contracted service provider. (House counts) Process utility water usages and records. Answers customer questions and provides general assistance with problems, concerns, and inquiries regarding utility accounts, payments, etc. Responds timely to questions/complaints, researches problems and initiates problem resolutions. Follow-up on all customer and employee inquiries and requests timely. Receives and processes customer requests, including but not limited to, researching city ordinances and other city records. Using Utility Billing software, answer utility account balance inquiries, high water consumption concerns, rates, services, and payment history questions. Review data log reports with customers from water meters. Add daily service orders to be completed by meter tech. Conduct research for city staff as directed. Answers all incoming telephone calls and forwards to the correct party or takes detailed messages and sends via electronic mail to the correct party. (First phone answerer). Completes numerous administrative services by typing, proofreading and preparing reports, maintaining office equipment and supplies, completing numerous clerical and administrative services, providing assistance to other departments and special projects. Works closely with Utility Billing team members to complete daily utility billing tasks, service orders and customer requests. Prepare and route correspondence and reports as directed. Operate copy machines and related tools and equipment. Performs other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. Ensure the front door is unlocked promptly at 8:30 am. Ensure the front door is locked promptly at 5:00 pm, not earlier. Required to start work early twice a month to offer support in preparing late notices and apply late fees as well as preparing cut-off list for nonpayment of accounts. Provide information regarding our City of Van Alstyne Website, options for payment, City activities and functions.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The physical and work environment characteristics described in this description 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 or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee's supervisor or Employee Services. This work requires the occasional exertion of up to 25 pounds of force; work regularly requires sitting, frequently requires standing and speaking. Occasionally requires walking, stooping, and kneeling. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Must possess adequate visual acuity and hearing ability sufficient to read, write, hear, and speak clearly in person and by telephone.

COMPENSATION AND BENEFITS

Salary Range: $41,600 – $45,760 annually, commensurate with qualifications and relevant experience. The is a full-time nonexempt position. Hours: At will. Mandatory overtime and on-call as needed. TMRS Retirement. 7% employee contribution with a 2 to 1 employer match. Vested after five years of service. TMRS provides 1x your annual salary in life insurance benefit. Employees are retirement eligible upon vesting and at least age 60 or with 20 years of service credit at any age as well as restricted prior service credit. 12 paid holidays. 100% of employee health, dental, vision, benefits paid as well as 50% of dependent health coverage! For more information regarding all of the benefits offered by the City of Van Alstyne please review our Summary of Benefits.

QUALIFICATIONS AND REQUIREMENTS

The Customer Service Specialist must have the ability to effectively manage multiple tasks, in a fast-paced environment, simultaneously and independently in a timely manner. The candidate must be able to demonstrate knowledge and proficiency in computer operations and Microsoft Office. The Customer Service Specialist must have extremely strong organizational skills, excellent time management skills, and the ability to communicate effectively and efficiently with the public and city staff courteously and tactfully, remaining professional at all times. The candidate must possess and continue to possess the ability to follow both written and verbal instructions. The candidate must bear a high level of integrity and dependability. Ability to work under pressure and demonstrate professionalism in challenging situations. Ability to multitask, plan and organize work. Ability to utilize a variety of data sources such as the City website and other sources as needed. Ability to finish tasks in a timely manner. Ability to research and analyze utility accounts and develop an approach to problem resolution. Ability to problem solve. Knowledge of basic utility accounting, water meter operations and irrigation systems. Exercise sound judgement, decisiveness and creativity in various situations. Ability to communicate effectively and efficiently with a variety of individuals with diverse backgrounds and interests and exhibit a willingness to help. Ability to effectively listen to and follow directions, both verbal and written. Ability to safeguard sensitive information from intentional or unintentional disclosure. Ability to establish and maintain working relationships with co-workers, other staff and the general public. Skilled in the use of a personal computer and related equipment. Skilled in the use of a ten-key calculator, typewriter, copy machine, and other office equipment. Knowledge of public administration and governmental operations and policies is a plus. Minimum 2 years' administrative/ customer service-related experience is required. Minimum 2 years' cash handling experience is required. High School diploma or GED is required. Must possess a valid Texas driver's license. Must pass pre‑employment screening. #J-18808-Ljbffr Gfoat