Customer Service Representative / Water Business Office

REPORTS TO:Customer Service Supervisor

FLSA STATUS: Non-Exempt

CLASSIFICATION: Personnel System

• Requires satisfactory completion of a six-month probationary period

PAY GRADE: 110 Effective July 7, 2024 salary $36,555

SAFETY SENSITIVE: No

Purpose of Job

The purpose of this job is to perform administrative/clerical functions associated with receiving account payments and providing information/service to water and sewer account customers. Duties and responsibilities include, but are not limited to, performing bookkeeping and customer service tasks; opening/closing/transferring customer accounts; providing assistance and information to customers; resolving problems and correcting records; processing account billings; receiving payments and applying to accounts; balancing daily receipts; preparing bank deposits; serving as a liaison for stormwater and solid waste customers, and performing additional tasks as assigned.

Job Related Requirements

Work Schedule:  Monday

• Friday 8:00 am

• 5:00 pm with occasional over time.

May be required to work on religious holidays.

Regular and predictable attendance is required.

Must work cooperatively with others.

When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle and must abide by ACC's safe driving policy.

High school diploma or equivalent with one year of experience involving customer service, cash handling, issuing adjustments and billing procedures or related experience required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position.

Valid driver's license required.

Bilingual Spanish speaker preferred.

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Serves customers by providing information regarding water and sewer system billing policies, procedures, and charges.

Collects payments from customers via various methods (ie in person, electronically, mail, etc.); applies payments to proper account; balances monies received daily to a auto generated edit list; locates and resolves any discrepancies; prepares daily cash and check collections for bank deposit.

Resolves customer billing problems; arranges for credits or adjustments as appropriate; makes corrections to account files.

Establishes new accounts; closes accounts; transfers accounts as requested; processes final account billings.

Processes requests for adjustments to bills based on outdoor summer use or underground leaks; calculates consumption averages for leak adjustments.

Calculates structured payment plans; prepares payment agreements for customer signature; maintains calendar of delinquencies and customer payment agreements.

Coordinates information with Field Customer Service Representatives for processing delinquent accounts and payment plans.

Issue and update service orders to schedule service, including meter re-checks, repairs, replacements, changeouts, adjustments, new service, or disconnections.

Coordinates information with Water Service Technicians regarding proper locations and types of service.

Work with WBO team and other departments to find appropriate solutions to problems.

Inform customers about additional services that would possibly enhance customer experience.

Issues appropriate paperwork for garbage stickers and bags; collects money; posts to accounts; forwards paperwork to Solid Waste Department.

Assist in set up of refuse accounts; provides information on refuse services; collects refuse deposits.

Receives, opens, sorts and processes incoming mail; determines routing and distributes as appropriate; prepares outgoing mail.

Prepares and/or receives various forms, work orders, reports, correspondence and other documents; reviews, completes, processes and forwards as appropriate.

Greets visitors, ascertains nature of business, assists and/or directs visitors to appropriate person.

Answers the telephone; provides information; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary.

Responds to routine requests for information from officials, employees, members of the staff, the public or other individuals.

Upholds customer confidentiality, especially regarding financial matters and identity.

Performs other duties as assigned.

Knowledge, Skills and Abilities

Knowledge of the policies, procedures, and activities of the Public Utilities Department as they pertain to the performance of duties relating to the position of Customer Service Representative.

Knowledge of the terminology used within the department.

Knowledge of unified government and departmental policies and procedures pertaining to water billing.

Knowledge of computerized water billing systems, and water rates, sewer rates and water meter construction fees.

Knowledge of general office procedures, bookkeeping practices, and maintaining accurate accounts.

Skill in oral and written communications.

Skill in utilizing various software programs relevant to the position.

Ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effective manner and according to departmental and/or governmental regulations.

Ability to communicate effectively with supervisors and other staff members.

Ability to use independent judgment in routine and non-routine situations.

Ability to handle required mathematical calculations.

Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments.

Ability to plan, organize and/or prioritize daily assignments and work activities.

Ability to comprehend and apply regulations and procedures of the department.

Ability to operate various machinery and office equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.

(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS

PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.

This position requires: walking, standing, bending, stooping, pushing, pulling, lifting, fingering, grasping, feeling, seeing, talking, hearing, and repetitive motions. Must be able to exert up to 10 pounds of force occasionally. Physical demand requirements are at levels of those for sedentary work.

DATA CONCEPTION: Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.

INTERPERSONAL COMMUNICATION: Requires the ability to hear, speak and/or signal people to convey or exchange information. Includes giving/receiving assignments and/or directions to/from co-workers, assistants or

supervisors.

LANGUAGE ABILITY: Requires ability to read a variety of informational documentation, directions, instructions, methods and procedures.

Requires the ability to prepare letters, reports, forms, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak to individuals with poise, voice control, and confidence.

INTELLIGENCE: Requires the ability to learn and understand relatively basic principles and techniques; to acquire and be able to expound on knowledge of topics related to primary occupation; and to make independent judgment in the absence of management.

VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrative, technical or professional languages including terminology related to public utilities, bookkeeping, and radio

dispatching.

NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; compute discount/interest; perform calculations involving variables, formulas, square roots, and polynomials.

FORM/SPATIAL APTITUDE: Requires the ability to inspect items for proper length, width, and shape, visually with a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.

MOTOR COORDINATION: Requires the ability to coordinate hands, fingers, and eyes accurately in using office equipment. Requires the ability to use the keyboard, lift, bend, push, and pull objects or materials using body parts as the position necessitates.

MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipment, office supplies, computer supplies, and accounting supplies.

Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.

COLOR DISCRIMINATION: Requires the ability to differentiate between colors and shades of color.

INTERPERSONAL TEMPERAMENT: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under minimal stress when confronted with an emergency.

PHYSICAL COMMUNICATION: Requires the ability to talk and/or hear: (Talking - expressing or exchanging ideas by means of spoken words). (Hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone and two-way radio.