Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
DEFINITION
Perform a variety of customer service and administrative support functions, collect, analyze and prepare data for operational procedures and programs to include Advanced Metering Infrastructure (AMI), train assigned employees in their areas of work.
JOB CLASSIFICATION
Non-Exempt, Non-Safety Sensitive.
SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from the Customer Service Supervisor.
PRIMARY DUTIES--The following are examples of primary duties assigned to positions in this classification. Other related duties and responsibilities may be assigned.
1. Responsible for assisting with a variety of routine customer service and administrative support functions, including responding to general and specific inquiries from customers regarding regulations, policies, and procedures.
2. Research and respond to inquiries and direct customers to the appropriate City divisions and departments.
3. Collect, analyze and prepare data for operational procedures and programs to include Advanced Metering Infrastructure (AMI).
4. Collect, analyze and report data to meet customer needs.
5. Assist Customer Service Supervisor to develop Stand Operating Procedures for the workgroup.
6. Train assigned employees in their areas of work including proper equipment operation.
7. Process and enter information on assigned databases and departmental software systems; review, process, and route a variety of forms, records, applications, and statements ensuring completeness and accuracy.
8. Complete work orders; perform appropriate tags and shut offs to specific customer utility accounts; complete necessary account closures and/or updates.
9. Monitor and track delinquent utility accounts; calculate payment schedules and fees using established formulas; respond to inquiries related to accounts.
10. Collect and process a high volume of utility, departmental, and miscellaneous cash receipts; collect and process over the counter and mail payments, and issue receipts as needed; balance cash and prepare daily deposit documents.
11. Perform research, compile information, and generate standard and ad hoc reports related to department activities, cash flow, or specific accounts.
12. Produce monthly, quarterly and annual statistics.
13. Review and generate reports and departmental documents; retrieve various levels of information from automated systems.
14. Gather, analyze and prepare information for grants and city-wide budget projections.
15. Perform other duties of a similar nature or level.
QUALIFICATIONS
Knowledge of:
High level mathematical functions.
Operations, services and activities of assigned customer service area.
Customer service procedures and principles.
Principles and practices of financial record keeping and reporting.
Methods and techniques of calculating fees in assigned program area.
Methods and techniques of handling and balancing cash transactions.
Principles and practices used in administrative accounting and bookkeeping work.
English usage, spelling, grammar and punctuation.
Business letter writing and basic report preparation and procedures.
Modern office technology and equipment, including computers and related software applications.
Applicable Federal, State and local codes, laws and regulations.
Ability to:
Analyze, model, and interpret data.
Problem solve.
Write and edit analytical reports proficiently with attention for detail and readability.
Extract and analyze data, identifying insights, and summarizing and presenting findings.
Perform the full range of duties in assigned customer service program area.
Respond to requests and inquiries from the general public and City employees.
Accurately count, record and balance assigned transactions.
Comply with Payment Card Industry (PCI) standards for handling and securing payment card information.
Apply bookkeeping and financial record-keeping principles to the maintenance of financial and accounting records.
Establish and maintain accurate records, logs, and files.
Operate and use modern office equipment including computer and various software applications.
Interpret and apply pertinent ordinances, laws, codes, regulations, policies and procedures.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Experience and Training Guidelines
Minimum Requirements:
Experience:
One (1) year of technical and professional experience using advanced Excel and data mining and one (1) year of customer service experience and/or training.
Training:
Associate degree in business, finance, information technology or other related field.
Other combinations of experience and education that meet the minimum requirements may be substituted.
License or Certificate
Some assignments in this classification require specialty certifications related to the area of assignment.
WORKING CONDITIONS
Environmental Conditions:
The job is performed in the following working environment:
Office environment.
Physical Conditions:
The job is characterized by:
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, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
The following physical activities are very or extremely important in accomplishing the job’s purpose and are performed on a daily basis.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, hear, see and demonstrate manual dexterity. The employee is also required to perform light lifting.