Performs responsible paraprofessional fiscal work in support of the customer service and customer accounts functions for the City. Distinguishing Features of the ClassAn employee in this class performs a variety of customer service related collection and fiscal duties in the Finance Department. Work involves providing information on service inquiries, requests for services, and problem matters with utilities and public services. Work includes processing initial information for providing services; researching and providing information on customer accounts, bills, and usage; and assuring that feedback is given to the customer in a timely and professional manner. Work involves heavy public contact functions and coordination with field and other staff and departments within the City’s organizational structure. Significant tact and diplomacy in working with customers are required in the work. Work includes contacts in person and by telephone and follows established policies and procedures. Unusual or difficult situations are referred to higher levels. Work is performed under regular supervision and is evaluated through observation, review of records and reports, and feedback from customers served. Essential Duties and TasksCollects and processes revenue from utility customers and other City revenue sources on a daily basis; works with customers in person, by phone and takes and enters payments by mail and drop box; takes payments by phone using credit cards; takes payments for utility bills, zoning permits, property maintenance, privilege licenses, parking tickets, false alarms, wastewater surcharges, deposits, and other services; writes receipts for payments received.Reconciles daily cash receipts with data entry by revenue account; prepares various logs and reports as needed; processes returned checks by notifying customers and applying fee to account; generates invoice edit list and registers and other reports.
Meets with customers to set up new accounts or make changes; takes deposits; processes customer requests and generates work orders for new services, transfers, upgrades, and disconnections; makes payment agreements with customers following established policy. Answers inquiries and questions in person and by phone about services, due dates, accounts, bills, payments, credit, extensions, and other areas for customers.
Enters customer information into the data base and prints out application or service work orders; schedules customer service meetings for field staff; assists customers with updating information in their files such as telephone number, addresses, name changes, and other identifying information.
Handles a variety of customer problems and complaints and follows established procedures for handling and resolving.
Checks on utility work orders, researches problems with accounts, and calls customers back on results and status.
Negotiates payment terms and establishes payment plans with customers; involves higher authorities when necessary.
Assists field staff with information needs and various administrative tasks in person, and by phone.
Researches customer accounts and credit histories for re-connections; tracks customers from one address to another and makes notations in account based on account history.
Receives and greets the public and employees; gives information concerning visitors’ needs.
Answers phone and serves as departmental receptionist.
May serve as departmental representative on a variety of committees and task forces; assist in planning and publicizing events; works special events.
Drafts letters, memoranda, reports, brochures and other materials for supervisor or based on assigned responsibilities, using past precedents as guides.
Prepares some of the following: spread sheets, presentation software files, fliers, brochures, forms for the use of staff or the public, information for Web sites, file indexes, or related files and materials.
Compiles and submits time clock management information to Payroll and Benefits Technician on biweekly schedule.
Implements department’s request in the Public Works & Utilities work order software program for tasks or repairs to be completed.
Operates a variety of office technology and equipment.
Additional Job Duties
Cross trains with and backs up other department staff.
Performs related duties as required.
Knowledges, Skills, and Abilities Knowledge of the City’s utility customer service policies, procedures, and processes of the City in handling customer services issues and concerns. Knowledge of the City services available and the deposits, fees, and processes required. Working knowledge of standard operating practices involved in modern office operation and serving the public. Working knowledge of the application of information technology to the work and application to collections and account maintenance. Working knowledge and understanding of the various utility and water rates and schedules. Some knowledge of paraprofessional accounting principles and practices. Some knowledge of AMR technology and meter operations. Skill in collaborative conflict resolution and customer service excellence. Ability to explain rules and regulations concerning applications and charges for utilities and water services. Ability to process and complete necessary records, reports, and other paper work to provide quick and efficient customer services. Ability to deal with customers with tact and courtesy and maintain control in sensitive and difficult situations. Ability to develop and maintain effective working relationships with customers, coworkers, supervisors, and the general public. Ability to operate a calculator, computer terminal, typewriter, cash register, and related office equipment. Ability to communicate effectively in oral and written forms. Ability to perform data entry with required speed and accuracy. Ability to establish and maintain effective working relationships with customers, coworkers and supervisors. Ability to manage a high volume of phone calls and customers and balance competing priorities while maintaining tact and courtesy.
