Job Summary

This position is responsible for providing customer service to Utility Billing Office customers.

Major Duties

Provides assistance to Utility Customers. (50%)

Assists customers in person, by telephone and by email; provides information, answers questions.
Receives and processes utility payments including determining proper account to credit, processing credit/debit card payments, and deciding if payment terms can be extended in accordance with guidelines.
Makes changes to utility customer accounts, which include commercial, residential, industrial, and governmental account types.
Initiates service requests, including activations, deactivations, transfers, address changes, etc.; submits work orders.
Prepares credit adjustments for waiver of penalties and high bill adjustments in accordance with guidelines.

Establishes and closes accounts, performs account maintenance. (30%)

Opens new customer accounts, transfers customers' service to new locations, or closes customer accounts.
Sets up new construction accounts including checking against subdivision plats.
Applies appropriate fees and deposits to new accounts based on location and service area.
Enters narrative notes in customers' accounts as appropriate.
Creates service orders; scans and attaches to customer accounts.
Processes requests from Environmental Services and Water Resource Management including credit adjustments and utility account changes.

Balances batch daily. (10%)

Balances cash drawer daily, including credit cards and checks.
Processes payments retrieved from the night drop.
Prepares cash reconciliation and payment report daily via electronic filing.
Prepares daily bank deposits.
Prepares settlement by reconciling cash, credit card, check, and ACH payments.

Performs related duties. (10%)

Demonstrates punctual, regular, and reliable attendance.
Attends meetings, workshops, and training sessions.
Provides innovative solutions to enhance current processes and procedures and/or resolve workplace issues.
Performs other duties as assigned.

Knowledge, Skills and Abilities

Knowledge of utility billing policies and procedures.
Knowledge of customer service principles and practices.
Knowledge of water and sewer practices in residential and commercial environments.
Skill in the operation of computers and job related software programs.
Skill in operating standard office equipment.
Skill in performing basic mathematical calculations such as addition, subtraction, multiplication, division, and percentages.
Skill in decision making and problem solving.
Skill in interpersonal relations and in dealing with the public.
Skill in oral and written communication.
Ability to work cooperatively with others.
Ability to multi task in a fast-paced environment.
Ability to maintain and protect confidential information.

Supervisory Controls

The Customer Utility Account Supervisor assigns work in terms of somewhat general instructions. The supervisor spot-checks completed work for compliance with instructions and established procedures, accuracy, and the nature and propriety of the final results.

Guidelines

Guidelines include Water Board policies and procedures, Utility Billing Office procedures, and City of Auburn Core Values, Vision, and Mission statements. These guidelines are generally clear and specific, but may require some interpretation in application.

Complexity/Scope of Work
The work consists of related customer service duties. The need for accuracy, multi-tasking and the nature of utility services in a college town environment contribute to the complexity of the position.
The purpose of this position is to participate in the delivery of customer services. Success in this position contributes to the accuracy and efficiency of the billing and collection processes and customers' understanding of billing and collection processes.

Contacts

Contacts are typically with co-workers, customers, representatives of other City departments, and members of the general public.
Contacts are typically to give or exchange information, resolve problems, and provide services.

Physical Demands/Work Environment

The work is typically performed while sitting at a desk or table. The employee frequently lifts light objects weighing less than 24 pounds.
The work is typically performed in an office.

Supervision Exercised
None

Minimum Qualifications

Ability to read, write, and perform mathematical calculations commonly associated with the completion of high school or equivalent such as addition, subtraction, multiplication, division, and percentages; and
Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for two years; or
Any equivalent combination of education, experience, and training which provides the knowledge, skills, and abilities necessary to perform the work.