Customer Services Representative

Job Description:

Customer Services Representative

Description

DESCRIPTION

Recruitments posted as "Continuous" are subject to close at any time following an initial two-week posting period. Upon closing, the applications received will be screened and notices will be sent to the applicants regarding the status of their application.

Please note that while this is being posted as a continuous recruitment, the hiring department hopes to schedule a round of interviews following the initial two-week posting period so long as there is an acceptable amount of qualified applicants.

Under general supervision of the Billing and Customer Service Manager or designee, to be responsible for all cash transactions made in person at the Civic Center; answer customer inquiries and update customer records as needed; accept utility applications; perform collection activities and customer billing for the City of Ukiah utility services including electric, water, sewer and garbage; maintain financial records; provide customer service; and perform related duties as assigned.

JOB REQUIREMENTS

These examples are intended only as illustrations of the various types of work performed. The examples of work performed are neither restricted to nor all-encompassing of the duties to be performed under this job title.

Cashiering Services:

• Receive and process all payments to the City of Ukiah in person or by mail, balance a standard cash drawer.
• Process miscellaneous payments, enter information into Milsoft and prepare daily bank deposit.
• Process daily checks through Remit Plus.
• Process returned mail.
• Balance customer billings, payments and adjustments with the General Ledger.
• Prepare daily bank deposits.
• Maintain and reconcile utility deposits.
• Audit daily transaction report for proper accounts coding.
• Maintain accurate aging report.
• Audit accounts and resolve any discrepancies or outstanding issues.
• Generate and reconcile varied reports, including online credit card processing.

Utility Billing and Customer Services:

• Accept applications for new utility request, residential and commercial.
• Update customer records daily.
• Prepare and assist with the production and responsibility for mailing of the delinquent letters, final notices, and disconnection notices.
• Maintain current and accurate filing of service applications and service orders.
• Maintain and update utility forms as needed.
• Assist in researching prior customer history and resolving customer inquiries.
• Assist with customer inquiries regarding utility application process and billing.
• Maintain and process solar utility accounts.
• Coordinate service and meter read request with utility and other finance staff.
• Maintain and update customer records daily.
• Maintain statistical records for financial assistance programs and audit utility assistance agencies.
• Process new service requests, transfers, past due notifications, and utility disconnections within mandated timeframes.
• Coordinate referrals to and payments from utility assistance agencies on a weekly basis.
• Answer difficult and complex customer inquiries and complaints over the phone and in person using independent professional judgement to resolve and report situations.

Meter Reading Support Services:

• Analyze, reconcile and process utility meter reading data.
• Assist meter readers with reads and routes, if needed and assigned.

General Clerical and Administrative Support Services:

• Operate various office machinery such as personal computer, complex billing software, mailroom equipment, ten-key adding machine, typewriter, copier, and fax machine.
• Perform other duties as assigned.
• Provide reporting and assistance to other agencies for utility billing, as necessary.

MINIMUM QUALIFICATIONS

Knowledge of:

• Beginner to intermediate level of Microsoft Office Software (Word & Excel).
• Basic business data processing, principles and practices as applied to financial record keeping, bookkeeping and basic governmental accounting.
• Customer Service relation techniques.
• Modern office practices and procedures, including filing and record keeping and the operation of standard office equipment.
• Business arithmetic, including fractions, decimals, percentages and ratios.
• Customer account analysis.
• City utility ordinances and resolutions.

Ability to :

• Handle difficult and stressful public contacts in an appropriate and professional manner.
• Independently and accurately process all phases of utility billing and collection activities.
• Business data processing, principles and practices as applied to financial record keeping, bookkeeping and basic governmental accounting.
• Organizing, researching and maintaining office files.
• Understand and carry out oral and written instructions.
• Work in a high activity team environment.
• Work independently in the completion of assignments.
• Ability to analyze and evaluate data.
• Effectively plan, organize and prioritize works.
• Demonstrate strong written and verbal communication skills.
• Work well under pressure to meet established deadlines.
• Maintain harmonious and cooperative working relationships with other City employees and the public.
• Operate a computer system for up to 80% of the workday and perform rapid and accurate data entry.
• Operate office and mail room equipment.
• Apply and adopt established methods to a variety of collection transactions and problems.
• Type at least 50 words per minute.
• Operate a 10 key by touch.
• Lift up to 40 pounds.

Experience and Education:
Any combination of experience or education equivalent to graduation from High School, with additional course work in business, accounting, computer science, or a closely related field. Two years of cashiering experience preferred, notably in utility billing or local governmental environment. Computer experience required: Microsoft Word and Excel, intermediate to advance level. Bilingual (Spanish & English) highly desirable.

Necessary Special Requirement:
Possession of a valid Class C California Driver's License.

SELECTION PROCEDURE

Applications must be filled out completely. Resumes submitted in lieu of completing an application will not be considered. Applications will be reviewed by a screening committee and those applicants who appear to be among the best qualified will be selected for the examination process. This process may include a variety of techniques designed to test applicants’ knowledge, skills, and abilities to perform the duties and responsibilities of the job. An eligibility list will be established by ranking candidates by their overall score and a selection will be made from the candidates on this list. All employment offers are subject to a City-paid physical examination and a thorough reference and background check.

In accordance with the Immigration Reform Act of 1986, the City must verify, once an employment offer has been made, that all persons have written proof of their right to work in the United States.

In accordance with the Americans with Disabilities Act (ADA), if special accommodations are necessary at any stage of the testing process, please notify the Human Resources Department in advance at (707) 463-6244 so your request may be reviewed prior to the occurrence of the test.

The City of Ukiah is an Equal Opportunity Employer committed to building a diverse workforce.

Continually working to promote diversity, equity, transparency, and justice through the adoption and implementation of City practices, policies, and procedures.

The City of Ukiah offers a competative benefits package to all full-time employees, including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave.

Part-time employees may receive benefits on a pro-rated basis.

To learn more details, contact us at personnel@cityofukiah.com.

Salary:

$48,547.20 - $59,009.60 Annually