Senior Customer Service Representative (Public Utilities), Athens

Customer Service Representative
Reports To: Customer Service Supervisor
FLSA Status: Non-Exempt
Classification: Personnel System; Requires satisfactory completion of a six month probationary period.
Pay Grade: 112
Safety Sensitive: No
Purpose of Job: The purpose of this position is to perform the full range of Customer Service Representative duties in support of utility billing and customer account operations.
Responsibilities include receiving and processing customer payments; providing information and assistance related to Water, Sewer, and Refuse services; opening, closing, and transferring customer accounts; processing account adjustments including leak adjustments, late fee removals, refuse adjustments, and cancel/rebills; maintaining accurate customer records; scanning and indexing documents; balancing daily receipts and preparing bank deposits; utilizing utility billing software and Advanced Metering Infrastructure (AMI) customer service tools; and performing related administrative and customer service duties as assigned.
Job-Related Requirements Work Schedule: Monday, Tuesday, Thursday, Friday 8 am - 5 pm; Wednesday 8 am - 6 pm; with the occasional opportunity for overtime.
May be required to work on religious holidays.
Regular and predictable attendance is required.
Must work cooperatively with others.
When requirements include vehicle operation, responsible for the safety, readiness, and operation of the vehicle and must abide by ACC's safe driving policy.
Minimum Training & Experience Required to Perform Essential Job Functions: High school diploma or equivalent with two years of experience involving customer service, cash handling, issuing adjustments and billing procedures or related experience required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position.
Valid driver's license required.
Essential Duties, Responsibilities:
Provides customer service in support of utility service billing functions, including the collection of payments for Water, Sewer, and Refuse accounts.
Provides guidance and operational support to Customer Service Representatives regarding payment plans, account maintenance, leak adjustments, and customer account resolution.
Assists with training staff in customer service procedures and departmental policies using appropriate methods, procedures, and techniques.
Reviews complex customer accounts and verifies account adjustments for accuracy, including leak adjustments, affidavits, allocations, bank drafts, final account overpayment reports, transfer credits, and cancel/rebills.
Enters adjustments for high bills, penalty removals, leak adjustments, refuse adjustments, and transfer credit balances in accordance with departmental policy.
Assists with reviewing payment plan requests and customer account resolutions when accounts do not meet standard payment agreement requirements.
Exercises independent judgment in researching, analyzing, and resolving complex customer account, billing, and payment issues in accordance with departmental policies and procedures.
Takes telephone calls in a call center setting.
Calculates commercial deposits.
Verifies and tracks all new customer deposits to ensure deposits have been properly applied, account location accuracy is maintained, and allocations have been entered correctly.
Reviews accounts to verify customers are not using fraudulent means to obtain service.
Provides operational support for automatic bank draft processing, ACH file processing, returned payment procedures, and customer account maintenance.
Processes returned items and charges; notifies customers, debits accounts, and follows through to completion in accordance with departmental procedures.
Runs weekly cut-off lists and identifies accounts requiring Field Service Technician turn-off for non-payment.
Updates completed service orders and applies appropriate fees.
Reviews daily cut-off lists for payments and updates account information as necessary.
Responds to sensitive and difficult public inquiries courteously and professionally; researches, resolves, and responds to customer problems and complaints efficiently and timely manner; explains departmental billing and collection policies to the public.
Assists with reports, password resets, payment lookups, and returned check processing.
Utilizes utility billing software systems, AMI systems, customer account portals, and related technologies to research and resolve customer concerns.
Maintains a high level of accuracy in account review, payment processing, customer account documentation, and adjustment processing to support operational and financial integrity.
Provides adequate coverage for customer service, call center, and payment counter operations within the Water Business Office.
Provides vacation and temporary relief as needed.
Performs related duties as required.
Knowledge, Skills, and Abilities:
Knowledge of the policies, procedures, and activities of the Public Utilities Department as they pertain to the performance of duties relating to the position of Customer Service Representative.
Knowledge of the terminology used within the department.
Knowledge of unified government and departmental policies and procedures pertaining to water billing.
Knowledge of computerized water billing systems, and water rates, sewer rates, ancillary charges, and water meter construction fees.
Knowledge of general office procedures, bookkeeping practices, and maintaining accurate accounts.
Skill in organizational, and human relation techniques.
Skill in interpersonal communications, and oral and written communications.
Skill in utilizing various software programs relevant to the position.
Ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effective manner and according to departmental and/or governmental regulations.
Ability to communicate effectively with supervisors, and other staff members.
Ability to use independent judgment in routine and non-routine situations.
Ability to handle required mathematical calculations.
Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments.
Ability to plan, organize and/or prioritize daily assignments and work activities.
Ability to comprehend and apply regulations and procedures of the department.
Ability to operate various machinery and office equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.
Supplemental Information:
(ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS
PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.
This position requires: walking, standing, bending, stooping, pushing, pulling, lifting, fingering, grasping, feeling, seeing, talking, hearing, and repetitive motions.
Must be able to exert up to 10 pounds of force occasionally.
Physical demand requirements are at levels of those for sedentary work.
DATA CONCEPTION: Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.
INTERPERSONAL COMMUNICATION: Requires the ability to hear, speak and/or signal people to convey or exchange information.
Includes giving/receiving assignments and/or directions to/from co-workers, assistants or supervisors.
LANGUAGE ABILITY: Requires the ability to read a variety of informational documentation, directions, instructions, methods and procedures.
Requires the ability to prepare letters, reports, forms, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style.
Requires the ability to speak to individuals with poise, voice control, and confidence.
INTELLIGENCE: Requires the ability to learn and understand relatively basic principles and techniques; to acquire and be able to expound on knowledge of topics related to primary occupation; and to make independent judgment in the absence of management.
VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions.
Must be able to communicate effectively and efficiently in a variety of administrative, technical or professional languages including terminology related to public utilities, bookkeeping, and radio dispatching.
NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; compute discount/interest; perform calculations involving variables, formulas, square roots, and polynomials.
FORM/SPATIAL APTITUDE: Requires the ability to inspect items for proper length, width, and shape, visually with a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, scanner, calculator, copier, mail opening machine, two-way radio, and telephone.
MOTOR COORDINATION: Requires the ability to coordinate hands, fingers, and eyes accurately in using office equipment.
Requires the ability to use the keyboard, lift, bend, push, and pull objects or materials using body parts as the position necessitates.
MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipment, office …