Customer Service Representative - part - time

Utility Clerk

The purpose of this classification is to perform clerical and customer service work functions, associated with providing customers with utility services, collecting payments on delinquent utility accounts, performing analysis to assist customers with problems or questions concerning utility bills, making corrections, to ensure proper billing status associated with providing information/assistance, to utility customers, processing related documentation and performing data entry.

Essential functions include performing customer service functions; providing assistance and information related to utility services, accounts, bills, procedures, forms, problems or other issues; responding to routine questions, complaints or requests for service; researching account discrepancies, problems on accounts; responding to questions; initiating problem resolution. Refers customers to other agencies to help with payment of utility bills and other services that they may need. Provides bilingual assistance to customers transacting business in all customer service areas. Makes recheck, reread, audit, and weatherization work orders for fields customer services auditors; prints those work orders and fills in appropriate meter reading data. Sets up weatherization audits and processes requests for information regarding weatherization process. Processes a variety of documentations associated with departmental operations, per established procedures and within designated timeframes; performs necessary calculations; distributes documentations or maintains records as appropriate. Operates a computer to enter, retrieve, review or modify data in computer database; verifies accuracy of data and makes corrections as needed; generates computerized reports; uses knowledge of various software programs to operate a computer in an effective and efficient manner. Enters utility account billing data into computer system; reviews data to identify inaccurate meter readings and potential errors; generates utility bills; reviews bills for accuracy; breaks down bills; separates bills requiring address research/correction; processes final bills for mailing. Processes various utility account activities, including new account setup, account closings, account transfers, adjustments, meter reading re-checks, changes in service, changes in name/address, utility removal/relocation and other account activities; monitors delinquent utility accounts; records of delinquent account transactions and payments; initiates communication to collect payment on accounts; authorizes partial payments on delinquent accounts. Answers and responds to all calls related to customer service, revenue recovery, special services, 311 call center and energy control center. Researches delinquent accounts; checks extensions for non-payment and change status as needed to produce cut off work orders. Processes due date changes, medical necessity documentation and final bills; ensures transfer of correct changes current accounts. Assists with training of new employees regarding proper customer service and computer applications related to departmental utility operations. Processes write-off of delinquent accounts as appropriate; selects delinquent accounts for write-off; changes, write-off release codes. Reviews old accounts for distribution to collection agencies, authorizes write-offs, final billing or partial payments on accounts; may testify in court regarding delinquent account. Researches returned mail for address corrections. Processes requests for extensions in service; explains extension policies; reviews documentation to determine eligibility for extension; approves or denies extensions; prepares extension agreements. Monitors and researches delinquent accounts; initiates communications to collect payment on delinquent accounts; processes write-off of delinquent accounts as appropriate. Posts payments to proper account on computer; maintains computerized records of transactions. Compiles and/or monitors various administrative and/or statistical data pertaining to departmental operations; performs research as needed; makes applicable calculations; analyzes trends; prepares or generates reports; maintains records. Prepares or completes various forms, reports, correspondence, work orders, utility bills, agency vouchers, extension agreements, purchase requests, logs or other documents. Receives various forms, reports, correspondence, utility bills, agency vouchers, checks, invoices, meter readings, work orders, logs, journals, schedules, directories, manuals or other documentation; reviews, completes, processes, forwards or retains as appropriate; maintains file system of departmental records. Receives, opens and distributes incoming mail; prepares outgoing mail. Copies and distributes reports, forms, correspondence and other materials as appropriate; shreds/destroys confidential or obsolete documents. Communicates via telephone and/or two-way radio; operates PBX equipment to answer incoming calls; provides information and assistance; takes and relays messages or directs calls to appropriate personnel; returns calls as necessary. Responds to routine requests for information or assistance from customers, employees, the public or other individuals. Communicates with supervisor, employees, meter readers, service techs, city departments, outside agencies, customers, the public, contractors and other individuals as needed to coordinate work activities, review status of work, exchange information or resolve problems. Attends meetings, seminars and training sessions and workshops as necessary to acquire/impart knowledge as needed. Provides assistance or backup coverage to other employees or departments as needed. Performs other related duties as required.

Minimum qualifications include a high school diploma or GED; supplemented by one (1) year related previous experience and/or training involving customer service, personal computer operations, data entry, and general office work; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Typing test is required.

Core competencies include data utilization, human interaction, equipment, machinery, tools, and materials utilization, verbal aptitude, mathematical aptitude, functional reasoning, and situational reasoning. ADA compliance includes physical ability, sensory requirements, and environmental factors. The City of Albany, Georgia is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City of Albany, Georgia will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.