Customer Assistant - Credit

Customer Assistant

• Credit

Location

Customer Services

• Water

Work Status

Full Time

THIS POSITION WILL CLOSE ON 6/28/2024.

SALARY: $23.18 - 27.82 Hourly USD

ESSENTIAL JOB FUNCTIONS:

1.Ability to perform the steps of three highly time sensitive daily processes with the CIS billing system which consists of the following: generating water lock-off work orders for delinquent water accounts, producing termination notice letters to provide customers notification of water service disconnection due to non-payment, generating work orders to process delinquent final accounts for all applicable delinquent accounts. (all processes include reviewing scheduled activity for accuracy and appropriateness of action).

2.Ability to establish all apartment water accounts due to the complexity of their agreement and detailed metering configurations; ability to ensure collection of cash deposits, irrevocable letters of credit or surety bonds as protection against cost of service provided; ability to perform all applicable steps to process the delinquency of an apartment complex by ensuring payment is collected or appropriate action is taken.

3.Ability to negotiate payment arrangements with customers with delinquent balances and follows up to ensure compliance with agreement. Ability to communicate with customers regarding payment/ billing questions and requests for service charges to be waived. Ability to assist walk-in customers with special needs. Ability to communicate with charitable organizations regarding customer's accounts and pledges. Ability to monitor and track pledges from charitable organizations.

4.Ability to review, analyze, monitor and take appropriate action on critical reports such as but not limited to: accounts coded with protection from delinquency, expired bonds for apartment complexes, accounts with special arrangements, delinquent outstanding balance report to report to City Attorney's office for collection, transfer balances from inactive accounts to active accounts.

OTHER JOB FUNCTIONS:

1.Ability to serve as back-up support for the Customer Assistant/Developer position.

2.Ability to process numerous types of adjustments (debits and credits) appropriately and accurately on water utility accounts in the CIS billing system.

3.Ability to handle special projects assigned by Customer Services Manager

4.Ability to serve as a resource for Customer Services staff for assigned area's policies and procedures; ability to perform in the capacity of the Customer Services Supervisor in their absence.

MINIMUM QUALIFICATIONS:

Knowledge, Skills and Abilities Required:

• Knowledge of basic accounting practices and procedures.

• Knowledge of Water Utilities operations, policies, procedures and ordinances. Knowledge of email systems. Knowledge of proper telephone etiquette.

• Knowledge of proper English, spelling and punctuation.

• Knowledge of automated systems for billing on accounts, on-line cashiering and work management.

• Knowledge of computer applications, computer equipment usage, and cash handling/management protocol.

• Skill in quickly ascertaining questionable data in reports. Skill to operate such software applications such as CIS billing system, bill/payment website, payment processing application, Advanced Metering Infrastructure (AMI), identification validation service, and etc.

• Skill to compute mathematic computations to calculate utility billing and adjustments.

• Skill in quality customer service, especially managing irate and emotional customers.

• Skill in accurately entering data into various work order management systems.

• Skill in processing multiple requests expeditiously. Skill in the investigation and determination of facts.

• Skill in accurately entering data and properly coding data to achieve desired results.

• Skill in performing complex calculations involving fee and rate structures and multiple variables. Skill in typing 35 wpm.

• Ability to satisfy customer needs while firmly protecting the interests and resources of the City and the Water Utilities Department.

• Ability to work quickly under the pressure of other staff that is heavily dependent upon completion of daily assignments/processes.

• Ability to listen and ascertain customer needs.

• Ability to learn the City's and Department's official web site.

• Ability to understand, utilize and decipher computer software applications such as CIS billing system, Advanced Metering Infrastructure (AMI), e-bill/payment website, payment processing application, remittance payment processor software application and personal identification verification system.

• Ability to provide customer service functions via multiple points of contact (Call Center ACD call queue, email, web, fax, and in person).

• Ability to learn Department services and structure. Ability to determine equitable solutions for complex issues.

• Ability to organize and relay detailed information; including billing/payment records.

• Ability to listen and ascertain customer needs, understand and comprehend oral and written instructions.

• Ability to appropriately handle stressful situations in a fast-paced environment.

• Ability to manage, balance and complete multiple tasks in an expeditious and effective manner.

• Ability to perform a variety of physical skills including, but not limited to filing, hearing, seeing, and writing by hand.

• Ability to operate a variety of office equipment including, but not limited to multi-channel radio, PC, keyboard along with various software, telephone, facsimile, copier, shredder, printer, and calculator.

• Ability to establish and maintain effective working relationships with work associates and the public.

• Ability to read and interpret general correspondence, City codes, ordinances, policies and manuals.

• Ability to enter accurate data into the CIS billing system and generate work order for field crews.

• Ability to proactively research information and perform general administrative tasks such as copying, scanning, faxing, filing.

Qualifying Education and Experience:

A high School education plus 4 years related experience in basic accounting, customer services and general office work. Pre-employment screening includes the successful completion of a criminal background and credit check.