Utility Billing Customer Service Rep I

Job Title: UB Customer Service Representative I                FLSA: Hourly/Non-Exempt

Department: Utility Billing                                                 Reports to: Utilities Dept. Supervisor

Salary Range: $17.00

This job description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA).

​General Purpose:

Under the general supervision of the Utilities Department Supervisor and performs routine clerical work in the billing and coordination of utility services.

​Essential Functions:

• Process any payment via multiple payment methods received at the drive thru, front lobby, after hours drop box, mail or by phone providing accurate change back where applicable.
• Receive and process utility deposits for new service, including calculating deposit amounts for commercial addresses
• Batch and Balance daily cash receipts accurately
• Input utility service requests for new and existing residential and commercial customers. Schedule service technician appointments for connection of service when necessary
• Provide average monthly bill amount for reference to new customers using previous occupant history
• Issue service orders for various types of utility service including the sanitation department
• Issue contract for payment plan, checking for customer eligibility
• Process returned mail and reconcile change of address notices received from the post office. Investigate returned mail contacting customers using available phone numbers or addresses to ensure mailed notices, refunds, collections etc. are received.
• Fax or email documents externally as requested
• Issue adjustment requests for corrections to billing accounts
• Sanitation violation logbook maintenance and tracking; follows procedure for missed trash calls
• Answer multiple phone lines responding to citizen/customer inquiries promptly, transferring internally as needed
• Displays good listening skills, relates to customers in a polite and helpful manner, responds to customer complaints and issues by phone, email or in person
• Performs all other duties as assigned

Knowledge, Abilities and Skills:

• Knowledge: Working knowledge of computers and electronic data processing; working knowledge of office practices and procedures; working knowledge of utility billing principles and practices.
• Abilities: Ability to analyze problems and maintain an efficient and effective automated system. Apply good listening skills; ability to relate to customers in a positive and helpful manner; ability to perform mathematical computations accurately and quickly; ability to communicate effectively; ability to establish successful working relationships; ability to work with difficult customers without escalation. Ability to recognize unsafe practices or conditions to reduce office related injuries.
• Skill: Must have skills to solve various problems and resolve conflicts with customers under a variety of circumstances; skill in operating a variety of office equipment.

Minimum Qualifications:

Must be bondable.  Must have a valid Oklahoma State driver’s license or the ability to obtain one upon employment. Must be insurable by City of Claremore’s insurance carrier.

​Tools and Equipment:

Computer, calculator, cash receipts system, telephone system, base radio, postage metering equipment, and scanners.

​Physical Demands:

While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to walk and will often be required to stand for extended periods of time.  The employee is required to use hands to finger, handle, or operate objects, tools, or controls; and reach with hands and arms.

The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

​Work Environment:

The noise level in the work environment is quiet to moderate with numerous distractions.  The work station may be located at the front counter or the drive-in window so the employee must be able to tolerate exhaust fumes occasionally. Multitasking is required while maintaining accuracy and efficiency.