Water Customer Service Representative

Utility Billing Clerk

Performs day-to-day operations of the Village's utility billing system. Responsible for servicing water accounts by answering inquiries and responding to customer complaints both in person and by telephone; data entry and retrieval to produce daily and monthly reports; generating water bills and final notices; and performing records maintenance on all new and existing accounts. Frequent contact with the public demands a strong dedication to customer service and serving the community. In Hoffman Estates you will join an outstanding work culture that builds on teamwork to achieve success!

Responds to and interacts with residents, employees, and/or others within and outside the organization in a courteous, professional, and effective manner. Hours and schedule 25 hours per week 5 hours per day - 12:00p to 5:00p, Monday through Friday. Selection procedure skills testing and interview required.

Essential job functions and responsibilities - frequency:

• Receives inquiries over the phone and in person regarding account status, consumption, and meter equipment failures; prepares work trouble reports; maintains trouble report files. Daily 65%
• Responds to water billing complaints regarding current water bills, past due bills, high water usage and shut-offs; explains related ordinances and procedures and expedites the collection of delinquent accounts. Daily 45%
• Prepares water bills. Calculates, runs, sorts, and mails water bills and shut-off notices. Loads and unloads water meter reading guns with necessary account data. Exports readings from water meter reading guns to the water billing computer system; posts readings to accounts. Daily 25%
• Prepares final water bills - inputs account information from Trouble Reports, manually calculates final bills, makes copies, presents bill to customer for payment. Daily 40%
• Reviews monthly reports for errors and inconsistencies and corrects when necessary. Monthly 5-10%
• Posts account adjustments (potentially to all accounts) and account usage (primarily to commercial accounts) into the computer from meter reading books. Weekly 10%
• Updates water filing system, as needed. Performs routine filing, simple keyboarding and processes in-coming mail for the Water Billing Division. Enters new resident information into the computer system; establishes computer/files for accounts pertaining to new construction. Daily 65%
• Operates and properly maintains all tools and equipment needed to perform the essential job functions and responsibilities listed above while adhering to all safety rules and practices. Daily

Other related duties:

• Prepares files for storage.
• Performs other duties, tasks, and responsibilities as assigned.

Supervisory responsibilities: None required.

Minimum qualifications:

Education, experience, and computer skills: The designated education and experience levels best describe the minimum requirement needed to fulfill the essential job functions. However, any combination of equivalent education or experience may be considered.

Education level: High school diploma or general education degree (GED) preferred.

Experience level: One to two years related experience.

Computer skills: Entry and processing of data, word processing data, spreadsheet software, database software, specialized applications: accounting software.

Communication skills: Ability to read, comprehend, listen to and follow basic verbal or written instructions and provide appropriate feedback. Ability to read, comprehend, and/or create routine correspondence and memos using proper spelling, grammar, punctuation and sentence structure. Ability to effectively convey information one-on-one or to small groups of employees or customers.

Foreign language skills: Ability to speak and/or read, write and comprehend.

Required competencies and supplemental information:

• Ability to type 35 wpm (corrected); 7,000 kph for alpha/numeric data entry; 8,000 kph for numeric/ten key data entry.
• Perform mathematical computations accurately and quickly.
• Accurately enter data.
• Quickly analyze data to respond to inquiries.
• Set priorities and meet deadlines in a fast-paced environment with frequent interruptions.
• Maintain routine filing systems.
• Learn repetitive tasks in a reasonable length of time.
• Communicate effectively verbally and in writing.
• Respond to and interact with customers, employees and others within and outside the organization in a courteous and professional manner.
• Establish successful working relationships with other employees, supervisors and other departments.
• Read, write, speak and comprehend the English language.

The Village of Hoffman Estates is an equal opportunity employer and complies with all applicable federal, state and local laws regarding employment.