- This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position. The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job. Performance of lower-level duties may be required.
Serves as primary contact for customers, elected officials and agencies, City employees, and clients to answer, screen, research, inform, advise, process and follow-up all customer requests efficiently.
Handles billing and customer service related inquiries, complaints, and requests.
Analyzes customer information to determine deposit requirement.
Independently analyzes and/or reconciles complex utility accounting, billing system, and customer service problems.
Accurately enters and updates customer information in the Customer Information System (CIS), performing front-end data validation to ensure accuracy and resolve discrepancies.
Prepares, calculates, and issues routine bills, invoices, account statements, related financial documents, miscellaneous credits/debits, and performs billing adjustments in accordance with established policies and procedures.
Responsible for preparing, entering, printing, and verifying the accuracy of refund checks and credit or debit balance transactions, ensuring compliance with company policies and timely processing.
Processes move in, move out and transfer requests for residential and non-residential customers which includes handling all large volume customer requests.
Coordinates processing of utility payments, deposits, permits and services, and handling of delinquent accounts and resolution of customer account disputes.
Creates service activation and termination work orders and coordinates with field teams to ensure timely and efficient completion.
Verifies correctness of data input for accurate processing using data reports.
Interacts with other departments to ensure appropriate billing of utility services to customers.
Learns and complies with organizational, federal and state policies, procedures, and regulations.
Assists in emergency storm situations for service restoration, including but not limited to social media advocacy.
Correctly applies policies and procedures pertaining to the specific work area.
Acts as liaison both internally and externally.
Participates in meetings and prepares reports as requested.
Maintains department records.
Provides training for new and existing employees.
Attends work on a continuous and regular basis, which may include but is not limited to working outside of normal business hours, working shifts beyond eight hours, and/or beyond a forty-hour work week.
GRU CUSTOMER OPERATIONS
Analyzes meter reading exception reports and obtains readings.
Analyzes and resolves complex issues related to utility invoicing, billed and unbilled accounts,
errors in the CIS system workflow.
Creates related tickets, and takes corrective action as needed.
Performs routine and complex financial calculations, such as stop meters, cross meters, amounts
due, interest charges, balances and discounts.
GRUCom
Analyzes contracts and service agreements to determine classifications, charges, terms and conditions.
Performs basic and routine financial calculations, such as, service charges, prorations, amounts due, interest charges, balances and discounts.
