Customer Service Collector / Investigator Utilities Specialist

Position Title:

Customer Service Collector / Investigator Utilities Specialist

Job Description:

Under minimal supervision. Provides customer service staff support for the various sections in a departmental subdivision. Collects on delinquent accounts. Handles a variety of customer service problems requiring considerable independent decision making, sound judgment and the ability to interpret and apply specified departmental policies and procedures. This position is specialized in both field and office clerical work with high public contact which requires knowledge of all divisional operations and procedures. Exceptional computer operation skills in the field and office are required.

This position is responsible for the Utilities customer service and collections of delinquent water, sewer, stormwater, garbage, streetlighting and franchise fees. May perform cashier and lead person duties in the customer service section.

This recruitment will fill three openings, giving multiple qualified candidates the opportunity to join our team.

Position Salary Range:

• $22.97 - $34.57

This position is eligible for full city benefits, including:

• Health Insurance (95% of premium paid by city)
• Dental, Vision and Life Insurance
• Paid vacation and personal leave
• Six to Twelve weeks of paid parental leave from day 1 of employment
• Retirement contributions toward a pension plan and/or 401(k)
• A robust Employee Assistance Plan (EAP)
• Up to $4,000 tuition reimbursement annually
• Discounted supplemental benefits like pet insurance and legal services

IMPORTANT: Early application submittal is encouraged. This position will remain open until filled and may close at any time without notice.

Key Responsibilities:

• May rotate between specialties within the Customer Service and Billing divisions including field and clerical office work.
• Answers telephones and meets with customers to receive documents, process and resolve complaints.  Proficient in utilizing the departments Analytics program and interpreting data.  Initiates or conducts field investigations, determines facts and report findings.  Informs customers of investigation findings and decisions in writing, verbally, or in person.  Provides information to the public and other agencies regarding the division’s various operations, services, policies and procedures.
• Receives and processes customer requests for service.  Reviews applications determines eligibility and calculates initial deposits required.  Collects deposits, establishes accounts and issues order to begin or discontinue service. Update’s customer account information daily by data entry to prevent unnecessary termination of service to customers who have made required payment to their account, signed for service, placed necessary deposits, or taken other necessary action.  Processes customer refunds and returned checks, bankruptcy filing adjustments and letters requiring deposits
• Audit’s water and sewer use histories.  Review’s consumption levels to spot departures from expectations. Initiates or conducts field investigations and acts on results to issue a proper billing.
• Responds to customer requests and complaints in an organized and efficient manner. May dispatch work crews, maintenance repair people, emergency workers in response to the public’s need for routine or emergency assistance.  Assures that appropriate supervisors and personnel are notified and follows standard operating procedures.  Records public requests and schedules needed service and maintenance.  Keeps log of shift’s activities.
• Utilizes the department’s utility billing system to evaluate meter readings, audit account charges, and to bill water, sewer, stormwater, streetlighting and refuse for all service account types including special agreement accounts. Ability to manually perform complex billing calculations. Carrys out multiple billing functions requiring considerable independent decision making, sound judgement and the ability to interpret and apply specified departmental policy, procedures and City ordinance.
• Assist programmers when testing new applications and updates to the PUBS and various other applications.
• Uses iPad mobile application and responds to electronic collection and investigation orders.  Creates, completes, and submits electronic work orders.
• Calls on customer to attempt to collect payment.  Receives money, provides customer with receipt of payment and verifies customer account information is current.  Remits to Public Utilities cashier all money collected at the end of the working day.  Required to be in compliance with all department procedures in handling customers’ payments.  These procedures may change to be compatible with advancing technology.
• Leaves notice of service termination or intention to terminate service if customer is not at premises, fails to make payment, sign for service or comply with any situation that requires staff to visit customer premises.  Attaches notification to door or other easily seen and secure location
• Uses necessary equipment to open and close meter boxes.  Makes certain meter lid or vault is secure.  Notes if vault, meter box or meter needs repair or other attention. Replaces broken or missing meter lids
• Uses electronic locators to find difficult-to-locate meters.  Pumps water from meter boxes to obtain reading and may assist with other billing and customer service duties related to special reading and investigations.  May assist in locating illegal or improperly reported connections, installs grade ring and tightens connections. Replaces broken or missing meter lids
• Keeps and maintains assigned vehicle and its work-related inventory
• Other duties as assigned.

Minimum Qualifications:

• One year experience performing duties in customer service, accounts collection, meter reading or field investigation.
• Must demonstrate good reading comprehension and writing skills; should be able to compose and prepare letters and reports.  Must be able to communicate effectively electronically, over the telephone, in person or two-way radio.
• Ability to relate well with the public, must be able to function effectively in stressful situations, prioritize tasks and make sound decisions in accordance with policy and procedure.
• Knowledge of the departments AMI meter reading and analytics programs. Ability to accurately read meters, make simple calculations, determine causes of erroneous meter readings and explain problems to others.
• Possession of a valid driver’s license or driving privilege card.
• Ability to work outdoors in all types of weather.

WORKING CONDITIONS:

• Moderately heavy physical activity May push, pull or lift medium weights. Moderate exposure to disagreeable elements such as heat, cold, dampness, fumes, barking and aggressive dogs and other noise, dirt and grease, automobile traffic, brush and thistles, and heights, both above and below ground. Intermittent standing, sitting, walking, stooping, and working in tight and confined spaces.
• Considerable exposure to stressful situations as a result of human behavior.
• Exposure to personal risk.  Requires sound judgment and responsible thinking.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job.  They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. 

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

POSITION TYPE

Full-Time

POSITION SALARY RANGE

$22.97 - $34.57

DEPARTMENT

Public Utilities

Full Time/Part Time:

Full time

Scheduled Hours:

40