The Utility Customer Service Division has an opportunity to join our team! We are seeking energetic and motivated team players with exceptional customer service, and efficient organizational and multi-tasking skills. If you enjoy working in a fast-paced environment, and thrive on assisting others, apply today!
MINIMUM REQUIREMENTS
High School Diploma or GED and eighteen (18) months of general office work experience. Cashiering experience providing direct customer service and/or business, office assistant, or related college/vocational coursework may substitute for up to 9 months (1,560 hours) of the office experience.
Bilingual/Biliterate English/Spanish Preferred. Bilingual/Biliterate employees must be certified through Civil Service proficiency testing.
LICENSES, REGISTRATION AND CERTIFICATE
None.
Answers telephone and staffs the customer service desk answering questions and addressing complaints about utility services and/or utility bills. Explains utility services offered and billing/pricing options available; assist customers with questions about their bills. Enters data ata to answer customer questions, retrievesand tracks in the utility billing system.
Assigns/terminates accounts, including accounts in newly annexed areas. Determines if a deposit is required to open an account, and calculates the deposit required based on the requested services. Requests deposit or letter of credit reference from customer. Posts customer deposits in the utility billing system. Closes accounts and prepares for final billings.
Receipts payments for utility payments, dog licenses, transit passes, LID assessments, parking citations, parking permits, and etc. Balances cash received to receipts.
Billing: Processes all City Hall outgoing mail using an automated mailing and postage machine.
Works with customers who have delinquent accounts. Assists them in making payment arrangements to pay their past due bills. Tracks delinquent accounts and determines if it is necessary to shut-off a customer's water. Obtains approval to terminate an account and prepares account for collections. Notes delinquent accounts in the utility billing system. Processes payments and documents received for accounts in collections from an outside agency.
Billing Adjustments: Assists customers who have concerns about their bill. Researches past consumption usage and talks with the customer about his or her own usage patterns to determine if a change has occurred, or if there is a problem causing the high bill. In some cases, it may be a leaky toilet/faucet. If it is found that the bill is too high as a result of an error on the City's behalf, then a credit is made to the customer's account. The Customer Service Supervisor or Customer Service Manager must approve credits.
Other Functions: Processes usage reports from Nob Hill Water Accounts.
Requires regular and reliable attendance.
Performs other related duties as assigned.
Knowledge of: modern office practices and procedures; business arithmetic; standard principles and practices; and records and retention policies and procedure.
Working knowledge of: computer spreadsheets; databases; industry applications; Microsoft Office Suite Outlook, Word, and Excel; and office equipment; professional office procedures and practices; and computerized municipal financial management practices. Knowledge of basic arithmetic and basic principles of accounting/bookkeeping. Ability to perform and understand basic mathematical computations. Ability to operate standard office equipment including but not limited to: computer, fax machine, copy machine, telephone etc.
Ability to use good judgment in applying guidelines to a wide variety of work situations.
Must be able to communicate clearly and effectively, with employees, members of the public representing diverse educational levels and backgrounds, and with officials at all levels of government utilizing well developed communication skills, both written and oral, with appropriate use of business English, and plain English, including but not limited to correct grammar, vocabulary, letter composition, editing, spelling, and punctuation.
Ability to establish, facilitate, and maintain effective working relationships with other employees, the public, community organizations, private companies and government agencies; to consistently and continually demonstrate tact, diplomacy, and respect to individuals, groups and organizations representing a wide diversity of ethnicities, cultures, opinions, and beliefs.
Ability to work independently with self-direction; maintain sustained attention to detail and work under timeline pressures; prioritize workloads; manage multiple tasks with competing deadlines. Analytical and organizational skills are essential. Must possess ability to quickly adapt to changing priorities and demands. Ability to positively receive feedback and take direction is essential.
PHYSICAL DEMANDS
Work is performed primarily in an office environment while sitting at a desk or computer terminal for periods of time or while standing for a period of time. Continuous use of both hands in reaching, handling, grasping, and fingering while performing duties and operating computers. Occasional lifting and carrying up to 25 pounds; occasionally ascends/descends stairs, ladders and other inclines while maintaining stability. Occasional bending, twisting at knees, waist, or neck and occasional stooping, bending, kneeling, and/or crawling while performing duties. Continuous use of all senses and speech while performing duties and communicating with co-workers, general public and completing all tasks as assigned. Must be able to distinguish color and maintain long-term and short-term memory to learn and remember simple to complex procedures. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasionally works outdoors in all weather conditions.
UNUSUAL WORKING CONDITIONS
Has continuous contact with the public who may be irate, upset, or disturbed. May be subjected to abusive, obscene language and threats of bodily harm.
