The examination process will consist of a competitive evaluation of qualifications based on a review of the Application and the Supplemental Questionnaire; therefore, it is to your advantage to provide as much detailed and relevant work experience as possible, as a resume will not be accepted or reviewed in lieu of the application materials. Please note that only applicants who are among the most qualified will be invited to participate in the testing process.

Job descriptions are intended to present a broad and general range of duties which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job.

DEFINITION

Performs a variety of advanced journey-level and lead worker-level customer service tasks, including research and analysis, related to resolving customer billing problems and complaints; establishing, disconnecting and reconnecting service; high/low bill investigation; and customer inquiry resolution.

DISTINGUISHING CHARACTERISTICS

This is an advanced journey level and lead worker classification that is distinguished from Customer Service Representative II in that this class performs the most complex customer service tasks that require analysis, judgement and decision making. This position may also train, mentor, assign and monitor the work of lower-level positions.

SUPERVISION EXERCISED AND RECEIVED

May exercise lead direction over Customer Service Representatives or clerical support staff. Receives general supervision from higher-level personnel.

Duties may include, but are not limited to the following:

Resolves the most complex problems involving customers' statements, fees, payments and other service-related problems; researches historical billing information, conducts analysis, analyzes consumption patterns, detects irregularies and uses judgement and decision making skills to resolve errors;

Processes utility billings: inputs information into customer programs which produce a variety of service orders directed to field services personnel; edits bill batches for exceptions, compares accounts to rate schedule standards, researches account historical data to determine correctness, and approves bill batches for billing according to assigned rate schedules;

Coordinate Photovoltaic net (pseudo) and co-meter billing setup in CIS;

Responds to questions on utility billings, business and pet licenses and other City financial transactions;

Designs and prepares departmental forms and operational manuals; prepares correspondence on procedural or informational matters;

Participates in the development and implementation of department programs, systems, procedures and methods of operations, including computer-based systems.

Creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares statistical work sheets and other required documents; audits documents, verifies accuracy and ensures compliance with applicable regulations;

Acts as a liaison to Field personnel to initiate or resolve issues relating to high or low bill investigations, meter reliability, disconnects and reconnects;

May provide direction, lead, train, mentor, assign work to, or monitor work of Customer Service Representatives;

Receives utility bill payments over a public counter or through the mail;

Receives revenue for licenses, permits, recreation fees and other City revenue accounts;

Operates a personal computer to access customer account data from multiple computer systems; interprets and explains charges, policies, procedures, special programs and rates; initiates appropriate transactions to satisfy customer requests and internal accounting procedures;

Performs other related duties as required.

Knowledge of:

Customer service principles and practices, including conflict resolution;

Utility rate structures and schedules;

Working principles of electric and water meters;

Research and analysis techniques;

Department policies and procedures pertaining to utility billing and collection;

Standard office equipment, including personal computer, and computer software such as Microsoft Word, Excel, Outlook and financial applications/programs.

Ability to:

Perform routine to complex mathematical computations; perform clerical procedures in an organized and accurate manner;

Conduct research, perform analysis of data, recommend solutions; use independent judgement and decision making skills; organize and maintain accurate financial and customer records;

Operate a personal computer using various financial applications and job-related software; operate a calculator and other common office machines;

Understand and carry out oral and written instructions; interact with the public and staff efficiently and courteously; communicate clearly and concisely;

Establish and maintain cooperative and effective relationships with those contacted during the course of work;

Assign and monitor the work of subordinate staff; provide technical expertise to lower-level positions;

Explain policies and utility rates to customers; learn and apply approved general ledger chart of accounts.

EDUCATION AND EXPERIENCE:

Any combination of experience and education that would provide the required knowledge and ability is qualifying. A typical combination is:

Education:

Equivalent to completion of high school. Associate degree from an accredited college or university in Finance, Accounting, Business Administration or comparable degree is highly desirable.

Experience:

Three years of experience performing a variety of customer service tasks related to utility billing, service disconnects and reconnects, high/low bill investigation, customer inquiry resolution, and collecting, recording and balancing cash OR two years as a Customer Service Representative II with the City of Lodi.

WORKING CONDITIONS:

Environmental Conditions: Office environment

Physical Conditions: Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard and lifting up to 30 pounds.

*FLSA Status: NON-EXEMPT

Interested applicants must submit an online application at www.lodi.gov. No paper applications will be accepted. For technical difficulties with your online application, please call the Neogov helpline at 855-524-5627.

Telephone: 209-333-6704. Persons with hearing impairment, please call the California Relay Service 7-1-1.

Selection Process: Only the best qualified applicants will be invited to continue in the recruitment process.

EQUAL OPPORTUNITY EMPLOYER - The City of Lodi is an equal opportunity employer and is committed to a policy of fair employment practices regardless of race, color, ancestry, national origin, religion, sex or sexual orientation, marital status, age, mental or physical disability or perceived disability, medical condition, pregnancy, political affiliation or belief, or other unlawful discrimination.

AMERICANS WITH DISABILITY ACT - In compliance with the Americans with Disabilities Act and Section 504 of the Rehabilitation Act, the City of Lodi provides reasonable accommodation for qualified individuals with disabilities. Individuals with disabilities requiring accommodations must contact the Human Resources Division upon application submittal to confirm the request.

CRIMINAL BACKGROUND INFORMATION - City of Lodi is authorized and required by the state of California to access Local, State, and/or Federal criminal history as part of the testing process. This process can be completed by initial fingerprinting and/or a full Background investigation pursuant to Penal Code §11105(b)(10), §11105.3, §13300(b)(10); Education Code §10911.5; Public Resources Code §5164) and in compliance with the City of Lodi's Fingerprinting Policy and Procedure. As a future employee or volunteer, you are required to be fingerprinted and processed through the Department of Justice and cleared before you can start. All information obtained will be kept in strict confidentiality.

HIRING PROCEDURE - Applicants must possess the minimum qualifications by the final filing date. Eligible lists are established upon successful completion of the selection process. The candidates must be successful in each part of the testing. To fill each vacancy the hiring department will request names to be certified from the eligible list and will make a selection from this certification list.

CONDITIONAL JOB OFFERS - Conditional job offers are subject to successful completion of a medical drug screen and/or physical. Candidates should not quit or give notice to their current employer until final notification has been awarded by the Human Resources Division.

MEDICAL-DRUG SCREENING – All positions may be subject to a physical or drug screen issued by a qualified medical physician assigned by the Human Resources Division. Under the requirements of the Drug Free Workplace Act of 1988, the City of Lodi has been designated as a drug-free workplace.

APPOINTMENT - At the time of appointment all candidates will be required to execute an oath of allegiance and complete Form I-9 - Employment Eligibility Verification in compliance with the Immigration and Naturalization Act. United States citizenship is not required. All new appointees are required to successfully complete a probationary period of twelve months.

EMPLOYMENT BENEFITS

SALARY - The starting salary is the first rate shown on the job announcement. Advancement to the higher steps of the salary range is based upon merit in accordance with the Salary Ordinance and Rules for Personnel Administration. Eligibility for the first merit increase is effective after 12 months and for additional merit increases after one year intervals until the employee has reached the maximum step.

HOLIDAY, VACATION, SICK, AND ADMINISTRATIVE LEAVE - Holiday - An average of 13 paid holidays per year. Vacation - 2 weeks paid vacation annually, increasing with length of service depending upon the appropriate labor agreement. Sick Leave - 10 days per year depending upon the appropriate labor agreement. Administrative Leave - Management/Mid-Management positions receive 80 hours per fiscal year, and specified professional/technical positions receive 40 hours per fiscal year (Pro-Rated).

HEALTH INSURANCE - Medical, Dental and Vision plans are available for employee and dependents. A portion of the premiums may be the employee's responsibility.

LIFE INSURANCE AND LONG TERM DISABILITY - The City pays the full premium for employee and dependent life insurance, and offers a long-term disability plan that provides up to approximately 2/3 of an employee's salary.

RETIREMENT AND DEFERRED COMPENSATION - The City of Lodi is a member of the Public Employees' Retirement System (P.E.R.S.). Lodi is not a member of the Social Security System except for the required medical contribution. Employees may participate in a 457 Deferred Compensation program.

FLEXIBLE SPENDING ACCOUNT - Employees may participate in a Section 125 Flexible Spending Account.

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