Utilities Customer Service Clerk

Utilities Customer Service Representative

Performs a variety of duties related to the daily operations of utilities customer service.

Essential Functions:

• Assist the public with questions in person or via phone in relation to utility billing and other City divisions.
• Process payments and deposits on accounts, as well as other payments as needed, issuing receipts for every transaction.
• Prepare work orders for customer accounts and complete them as necessary.
• Responsible for processing mail payments including returned mail.
• Responsible for creation of failed arrangement cutoffs.
• Responsible for notifying customers of returned payments.
• Prepare schedule of disconnections relating to delinquencies.
• Work with customers on payment arrangements, leak adjustments, calculating bills, and all other customer service issues.
• Set up accounts for new service, transfer service, disconnect service, bank drafts, etc.
• Responsible for scanning all paperwork into accounts.
• Assist other divisions as needed.
• Responsible for the operation of a variety of general office equipment including, but not limited to a personal computer, copier, scanner, calculator, fax machine, and telephone.
• Responsible for daily cash drawer and report with timeliness and accuracy.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations.
• Ability to establish and maintain accurate records of assigned activities and operations.
• Organizational and time management skills with the ability to continually reprioritize duties while accurately completing high volumes of work.
• Ability to perform detailed work accurately and independently in compliance with stringent time limits with minimal direction and supervision.
• Knowledge of current office practices and procedures and knowledge of the operation of standard office equipment.
• Knowledge of computer software including word processing, spreadsheet, and database applications consistent for this position.
• Ability to perform mathematical calculations required for this position.
• Knowledge of basic accounting procedures.
• Skill in researching and understanding complex written materials.
• Ability to communicate detailed and often sensitive information clearly, concisely, and effectively in English in both written and verbal form.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Ability to apply sound judgment and discretion in performing duties, resolving problems, and interpreting policies and regulations.
• Ability to handle sensitive interpersonal situations calmly and tactfully.
• Ability to provide excellent customer service and maintain professionalism at all times.
• Ability to maintain effective working relationships with individuals within and outside the organization.
• Ability to maintain confidentiality and discretion regarding business-related files, reports, and conversations, within the provision of Freedom of Information Act and other applicable State and Federal statutes and regulations.
• Ability to work the allocated hours of the position and respond after hours as needed.

Typical Qualifications:

• Must have high school diploma/GED
• Customer service experience to include financial transactions
• General office experience preferred

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.

• Long periods of sitting
• Intermittent periods of standing and walking
• Constant talking, listening, concentrating, judgement, and writing ability