Performs skilled administrative support work involving customer service, billing, collection and the preparation and/or maintenance of fiscal or related records, and related work as required. Work is performed under the moderate supervision of the Customer Service Supervisor and/or the Business Office Administrator.
- Assisting customers to establish new service or disconnect service.
- Preparing utility service billing.
- Responding to inquiries about accounts.
- Assisting customers with service requests, account issues and complaints.
- Preparing and maintaining customer service, billing and collection records and files.
- Answers telephone.
- Receives and responds to inquiries or complaints regarding utility bills and other collectibles in person or via telephone.
- Assists customers with the completion of standard forms.
- Explains City policies to customers regarding deposits, taps, etc.
- Conducts credit checks to establish required service deposit.
- Prepares adjustments to accounts.
- Processes, prints and mails corrected bills to customers.
- Creates and forwards service orders to work crews.
- Closes completed service orders in computer system.
- Prepares and maintains various files and records.
- Operates a variety of standard office equipment incident to maintaining records.
- Assists with the collection of bad debt.
- Performs related tasks as required.
- High school diploma or GED and minimal experience in general office support work involving public contact work, or equivalent combination of education and experience.
- General knowledge of bookkeeping terminology, methods, procedures and equipment.
- General knowledge of standard office procedures, practices and equipment; general knowledge of utility service connection and termination procedures, billing, collecting and adjustments.
- Ability to understand and follow oral and written directions.
- Ability to establish and follow detailed work procedures.
- Ability to post accounts and to perform mathematical computations with speed and accuracy.
- Skill in the use of a variety of office machines and some typing ability.
- Ability to establish and maintain effective working relationships with associates and the general public.
This work is sedentary and requires little to no exertion of force; work regularly requires sitting, frequently using hands to finger, handle or feel and reaching with hands and arms and occasionally requires repetitive motions; work has no special vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data and observing general surroundings and activities; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office with typewriters and/or computer printers, light traffic).
