| Purpose: |
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Under close supervision, provides utility services and review of utility accounts, and ensures customer satisfaction. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Reviews utility usage, determines average consumption, verifies rates, investigates potential overcharges, and adjusts customer accounts.
- Initiates and processes billing and/or payment adjustments and account corrections in accordance with established procedures.
- Reconciles customer accounts. Places accounts on hold, assesses late fees and charges, and refers customers to other organizations.
- Reviews and recommends requirements for subdivision development, re-subdivision, and water and wastewater service extensions.
- Evaluates site/lot plans, criteria, etc. for a variety of projects, programs, and activities.
- Assists with all assigned utility projects from initiation to completion. Maintains, safeguards, and provides original documents of record.
- Assists with preparing presentations for successful arguments that represent the utility in hearings, investigations, examinations, or other arenas where disputes are addressed.
- Assists with developing, revising, and implementing procedures and processes to facilitate the provision of services to customers.
- Supports the department in development, maintenance, growth, and customer satisfaction.
- Performs customer outreach through various communication channels and serves as a point of contact for utility programs.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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None
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| Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of the applicable principles, laws, rules, regulations, and practices of utility service operations.
- Knowledge of City practice, policy, and procedures.
- Skill in oral and written communication.
- Skill in using computers and related software.
- Skill in data analysis and problem solving.
- Skill in planning and organizing.
- Skill in handling multiple tasks and prioritizing.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to establish and maintain good working relationships with City employees and the public.
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| Minimum Qualifications: |
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- Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field,
- plus three (3) years of experience providing customer service for a utility or another commercial/government organization, or other experience related to the job.
- Experience may substitute for education up to a maximum of four (4) years.
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| Licenses and Certifications Required: |
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None
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