Public Service Specialist

Description

NATURE OF WORK

This is classification involves clerical and cashier work involving the maintenance of customer accounts for a municipal gas, water and sewer utility.

An incumbent in this classification is responsible for providing several services to utility customers primarily through in-person contact and the cashier function, including answering inquiries and furnishing information, maintaining related records, opening and closing accounts and handling cash and non-cash bill payments.

The incumbent furnishes information to utility customers relating

to new applications for existing service, disconnecting service, transferring accounts, new accounts, and related service matters.

The incumbent provides support and relief for other areas and employees of Public Service operations, must be able to work at any of the Public Service offices throughout the City, and performs other assigned duties.

Performing various additional duties related to registering residents for Leisure Service activities, and taking payments for those activities, as well as processing cash receipts for other City departments.

Supervision is received from an employee in a higher class, which usually consists of assistance with difficult inquiries.

Work is generally reviewed through consultations and review of records or reports.

Examples of Duties

ESSENTIAL JOB FUNCTIONS

Receives and services customers making application for water or gas service connections; explains needed deposits by new residents or commercial users;

explains procedure involving transfer of accounts from one location to another and the need for new deposits; issues receipts for customers when necessary.

• Opens and closes utility accounts in an on-line in utility billing system; enters complete customer information and appropriate documentation.
• Receives requests to disconnect water and gas service and explains appropriate procedure in disconnecting or holding service for new party moving in;

enters appropriate service orders to field crews using an on-line service order system.

• Receives reports of damaged gas or water meters and issues repair service orders to field crews.
• Receives reports of low water pressure or water quality problems and refers to the Utility Department.
• Receives reports of water or gas leaks and immediately dispatches report to Utility or Gas Department for service.
• Receives request to turn on gas or water service after regular hours and refers requests to the Utility or Gas Department.
• Opens and distributes mail as assigned; completes and mails payment receipts; posts records of requests for new service, disconnects, and other changes for report purposes.
• Receives from utility customers or through the mail cash and non-cash monies for payment of bills and deposits; enters customer utility payments and deposits into on-line utility billing system;

checks and balances payment and deposit receipts against system-generated payment listings; submits balanced customer receipts daily to supervisor for review and posting.

• Enters field service orders into on-line service order system to accommodate needs and requests of customers, the public, or other City personnel.
• Prepares, issues, and processes adjustments to utility accounts in order to correct billing.
• Processes returned customer checks and applies appropriate returned check fees to utility accounts; follows through on returned checks and issues appropriate paperwork and service orders to disconnect utility services if required responses are not received.
• Prepares and issues notices for deposit to utility customers for new service; follows through on notices for deposit and issues appropriate paperwork and service orders to disconnect utility services if required responses are not received.
• Receives lien inquiries from City Clerk; researches, completes and returns lien inquiries to City Clerk.
• Assists in the review and preparation of documentation for utility customer non-payment service disconnections; makes courtesy telephone calls to utility customers prior to disconnections;

assists customers with questions relating to non-payment service disconnections.

• Staffs and operates the City's main switchboard in relief of regularly scheduled clerk.
• Travels between Public Service offices in order to ensure adequate staffing of customer service and payment processing operations.
• Organizes and maintains miscellaneous Public Service files, including service orders, adjustments, new customer paperwork, and final account paperwork.
• Accepts and processes various payments for other City departments, functions and fees.
• Performs related work as required.

Requirements

EDUCATION

• Graduation from an accredited high school or possession of G.E.D. equivalency diploma including or supplemented by courses in business practices.
• PROOF OF THE HIGHEST LEVEL OF COMPLETED EDUCATION MUST BE SUBMITTED AS AN ATTACHMENT WITH APPLICATION . (Applications without attached proof of education will not be processed for consideration)

EXPERIENCE AND TRAINING

• Two (2) years of professional paid experience in customer service / billing clerical work with a minimum of one (1) year experience as a cashier
• Knowledge of utility rules and regulations pertaining to customer service credit procedures and billing practices within a Utility and Gas Department, highly preferred
• Basic proficiency in Word and Excel desired
• Experience with Tyler Munis preferred
• Ability to speak Spanish fluently is preferred

PHYSICAL REQUIREMENTS

Physical :

Light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and / or pulling of objects and materials up to twenty (20) pounds.

Descending and climbing stairways and extended periods of standing may be required throughout the workday.

Work Environment :

Work is performed primarily in a standard office environment. Tasks are regularly performed without exposure to adverse environmental conditions.

Sensory :

Must have the ability to perceive and differentiate visual cues or signals. Tasks require the ability to communicate orally and in writing.

Supplemental Information

KNOWLEDGE, SKILLS AND ABILITIES

• Considerable knowledge of utility rules and regulations pertaining to customer service.
• Knowledge of Utility and Gas Department credit procedures, billing practices, and charges for service.
• Knowledge of departmental procedures in the receipt and recording of cash and non-cash payment and deposit transactions.
• Knowledge of business English, spelling and arithmetic.
• Knowledge of office practices, procedures and equipment.
• Knowledge of principles and practices of effective public relations.
• Knowledge of principles and methods of record maintenance.
• Ability to deal effectively with utility customers on telephone and visitor contacts.
• Ability to maintain clerical records according to department requirements.
• Ability to perform repetitive payment transactions accurately and with speed.
• Ability to make rapid and accurate arithmetic computations.
• Skill in the operation of computer equipment and keyboard.
• Ability to withstand pressure of competing priorities and varied responsibilities and works efficiently and effectively to develop win-win solutions.
• Ability to evaluate the impact of alternative courses of action and evaluate circumstances of an innovative, new or unprecedented nature.
• Ability to establish and maintain professional working relationships with City officials, management team members, general employees, industry professionals, and the general public.
16 hours ago