General Statement of Duties

            Performs responsible customer services and fiscal work supporting the utility customer service and customer accounts functions.

                                                  Distinguishing Features of the Class

            An employee in this class is responsible for providing reception, customer service, fiscal and administrative support, and accounts receivable work.  Work involves providing information on service inquiries, requests for services, and problem matters with utilities and public services, setting up customer accounts, researching and providing information on customer accounts, bills, and usage, taking and processing payments for utilities and other Town services, coordinating with field service staff on meter changes and checks, and related activities.  Work involves heavy public contact functions and coordination with the field and other staff and departments within the Town’s organizational structure.  Significant tact and diplomacy in working with customers are required in the work. Work includes contacts in person and by telephone, and follows established policies and procedures. Unusual or difficult situations are referred to higher levels.  Work is performed under regular supervision and is evaluated through observation, review of records and reports, and feedback from customers served.

                                                         Duties and Responsibilities

Essential Duties and Tasks

• Collects and processes revenue from utility customers and other Town revenue sources daily; works with customers in person, by phone, and takes and enters payments by mail and drop box; takes payments by phone using credit cards; takes payments for permits, recreation fees, and other Town fees; and enters mailed and drop box payments into the database.
• Reconciles daily cash receipts; prepares various logs, spreadsheets, and reports as needed; prepares returned checks correspondence and applies the fee to the account.
• Meets with customers to set up new accounts, close out accounts, or make changes; takes deposits; processes customer requests and generates work orders for new services, transfers, upgrades, and disconnections; makes payment agreements with customers following established policy.
• Answers inquiries and questions in person and by phone about services, due dates, accounts, bills, payments, credit, extensions, and other areas for customers.
• Enters customer information into the database and prints out application or service work orders; schedules customer service meetings for field staff; assists customers with updating information in their accounts, such as telephone numbers, addresses, name changes, and other identifying information.
• Handles a variety of customer problems and complaints and follows established procedures for handling and resolving.
• Checks on work orders, researches problems with accounts, and calls customers back on results and status.
• Assists field staff with information needs and various administrative tasks in person, by phone, and by radio.
• Prepares adjustments for leaks, swimming pool fills, etc.
• Prepares special invoices for sewer disposal, processes credit card and bank drafts; maintains rental calendar for Town facilities, takes payments, and provides rule sheet.

Additional Job Duties 

• Cross-trains with and backs up other department staff.
• Performs related duties as required.

Recruitment and Selection Guidelines

Knowledge, Skills, and Abilities

• Considerable knowledge of the Town’s utility customer service policies, procedures, and processes of the Town in handling customer service issues and concerns.
• Knowledge of the Town services available and the deposits, fees, and processes required.
• Working knowledge of standard operating practices involved in modern office operations and serving the public.
• Working knowledge of the application of information technology to the work and application to collections and account maintenance.
• Working knowledge and understanding of the various utility and water rates and schedules.
• Some knowledge of paraprofessional accounting principles and practices.
• Skill in collaborative conflict resolution, teamwork, and customer service excellence.
• Ability to explain rules and regulations concerning applications and charges for utilities and other Town services.
• Ability to process and complete necessary records, reports, and other paperwork to provide quick and efficient customer service.

• Ability to deal with customers with tact and courtesy and maintain control in sensitive and difficult situations.
• Ability to develop and maintain effective working relationships with customers, coworkers, supervisors, and the general public.
• Ability to operate a calculator, computer terminal, typewriter, cash register, and related office equipment.
• Ability to communicate effectively in oral and written forms.
• Ability to perform data entry with required speed and accuracy.
• Ability to establish and maintain effective working relationships with customers, coworkers, and supervisors.
• Ability to manage a high volume of phone calls and customers and balance competing priorities while maintaining tact and courtesy.

Physical Requirements

• Must be able to physically perform the basic life operational functions of stooping, reaching, standing, lifting, walking, fingering, grasping, feeling, talking, hearing, and repetitive motions.
• Must be able to perform sedentary work exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must possess the visual acuity to prepare data and statistics, work with accounting processes, operate a computer terminal, and make visual inspections.

Desirable Education and Experience

• Graduation from high school and some experience in customer service work and work using office technology, preferably in a public utility or collections; or an equivalent combination of education and experience.

Per-hour rate starts at $20