Part-Time Customer Service Representative I

Description

The City of Anaheim Public Utilities Department is looking for Part Time Utilities Customer Services Representative Ito join a highly dynamic, customer-driven team. The Utilities Customer Services Representative I performs public contact and record keeping work related to the operational, financial and commercial records of water and electric utilities and provides a wide range of information and service to utility customers and the general public.

Qualified candidates must possess some public contact experience in the sales or service field.

The ideal candidate will:

• Have theability to bring an empathetic and kind approach to their customer service resolutions

• Be a leader in providing excellent customer service in-person, by phone, or via chat and email

• Have experience in troubleshooting customer issues and providing analytical and creative solutions to customer problems

• Have excellent written/verbal communications skills

• Have experience working with sensitive financial and/or confidential information (e.g., social security numbers, Driver's license, etc.)

• Have experience with Enquesta or similar Customer Information Systems software in a utilities customer service role

The Anaheim Public Utilities mission is to add value to the community through a customer-focused approach to providing reliable, high-quality water and power at competitive rates. In keeping with the City of Anaheim's core values of vision, responsibility, pride and service, Anaheim Public Utilities has developed the following department goals:

• Enhance and maintain our competitive and financial position;

• Enhance communityaesthetics;

• Enhance service delivery, service options and service quality;

• Ensure balanced, diverse, and cost-effective resource supply; and

• Strengthen system infrastructure.

Applicants must be available to work 7AM - 6PM Monday to Thursday and 7AM - 5:30PM Friday.

The Part Time Public Utilities Customer Service Representative I position is designated to average 30 hours per week with no minimum number of hours guaranteed. Please visit the following linkwww.myanaheimbenefits.comfor more information regarding part time benefits.

Essential Functions

The following functions are typical for this classification. Incumbents may not perform all of the listed functions and/or may be required to perform additional or different functions from those set forth below to address business needs and changing business practices

• Take on-and-off orders for utility service by telephone, correspondence and in person; analyze customer records to apply appropriate utility rates; establish deposit amounts from written guidelines for new utility users and authorize deposit refunds.

• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures; compute and prepare water and electric bills; review, audit, analyze and reconcile customer billing records and make adjustments as needed.

• Use various computer systems computer extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing units, check credit ratings, obtain other information to assist customers, research, resolve or refer to investigators reports of unauthorized utility usage and use discretion to determine deposit and restoration of service requirements.

• Determine and resolve utility payment problems andmis-readings; research, recalculate and adjust incorrect bills.

• Prepare orders to install, remove and repair meters, post, disconnect, restore, or verify services and to perform other service related changes.

• Perform financial transactions including processing or transferring payments, refunding credit amounts or deposits, adjusting charges and/or deposits, reversing payments, reissuing refunds, and adjusting service fees; process bankruptcies and proof of claims; manage customer payment programs.

• Read and analyze single-line diagram and panel schedules for new commercial meters; assist customers who have had their service disconnected or who have received notice to interrupt service, including granting extensions of service.

• Audit, analyze and reconcile computer reports; prepare periodic and special reports; maintain various manual records, logs and ledgers.

• Research customer records to resolve more difficult customer inquiries and prepare correspondence in response.

• Communicate with customers via telephone, mail, email, or other means of communication.

• Assist in the training of new Customer Service Representatives and serve as a resource to staff of other units of the department; assist other positions or work units with various support assignments or special projects on an as needed basis.

• Perform related duties and responsibilities as required.

Qualifications

Candidates must have some public contact experience in the sales or service field. An equivalent combination of experience and training sufficient to perform the essential job functions and provide the required knowledge and abilities is qualifying.

Candidates must have knowledge of personal computer operation in office applications; office procedures and equipment; English usage; basic math; record keeping and reporting; and fundamental principles of human relations and telephone etiquette.

Candidates must demonstrate the ability to type at a net corrected speed of 35 words per minute; read and comprehend written training material in order to learn the functions required of the position; acquire knowledge of City services, activities, procedures, and community service programs and community based organizations; make basic arithmetical calculations; analyze data and draw logical conclusions; maintain accurate records; speak clearly and concisely; to operate a computer; communicate effectively; follow verbal and written instructions; respond tactfully and effectively to public inquiries, complaints, and requests for services; establish and maintain effective working relationships with the public and staff.

Supplemental Information

The resulting eligible list may be used to fill current and future part time Public Utilities Customer Service Representative I vacancies.

Applicants must be available to work 7AM - 6PM Monday to Thursday and 7AM - 5:30PM Friday.

The Part Time Public Utilities Customer Service Representative I position is designated to average 30 hours per week with no minimum number of hours guaranteed. Please visit the following link www.myanaheimbenefits.com for more information regarding part time benefits.

IMPORTANT APPLICATION INFORMATION AND INSTRUCTION

Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The deadline for the first review of applications is on Monday, February 26, 2024at 5:00PM. Applicants are encouraged to apply early.

Applicants that apply after the first review will be reviewed on a monthly basis. This recruitment may close at any time without notice after the first review date.

Well-qualified applicants will be asked to provide a typing assessment that has been completed within the year. Successful applicants will be invited for an oral interview.

The eligibility list established from this recruitment may also be used to fill the current and/or additional vacancies throughout the City.

Candidates must be specific and complete in describing their qualifications for this position. Failure to state all pertinent information may lead to elimination from consideration. Stating "See Resume" is not an acceptable substitute for a completed application.

The successful candidate will be required to undergo a reference / background check (to include a conviction record) and pass a post-offer pre-employment medical examination (which will include a drug/alcohol screening). The City of Anaheim utilizes E-Verify and new employees must provide documentation to establish both identity and work authorization.

Communication regarding your application and/or status will be sent to the email address listed on your application. Please check your email regularly throughout the recruitment process as you will not receive communications by any other method.

Equal Opportunity Employer