Job Summary:

Performs technical and administrative work related to water and wastewater customer representation. Receives customer complaints and inquiries regarding meter reading, work order assignments, water leaks, water conservation, water, and wastewater. 

Manages delinquent accounts through correspondence and calls; ensures compliance with City policies and procedures; produces door tags for shut-offs; makes payment arrangements; collects on bad checks; handles notices of bankruptcy; processes welfare vouchers; researches return mail.

Answers customer calls; provides assistance with inquiries and complaints; interfaces with utility customers and General Services Department staff to research inquires and provide prompt responses.

Provides assistance and backup for the automatic meter reading (AMR) software and computer, including software functions such as AMR account maintenance and installations, uploads and downloads for accounts and readings from radio-read system to Utility Billing module, and various reports such as delinquent readings, potential leaks, etc.; interprets reports and takes action to resolve.

Assists with the planning, initiation, and maintenance of new customer service initiatives such as telephone and online payment programs; develops marketing strategies and marketing materials.

Originates work orders to dispatch crews for service work, completes work orders, enters diary notes on customer accounts, and files completed work orders; communicates work order results as needed; performs account maintenance as needed.

Prepares adjustments such as refunds and account transfers against the general ledger and customer accounts and submits for processing.

Troubleshoots billing, customer service, and metering issues; assists with window inquiries, cash processing, and daily cash procedures

Compiles and verifies information for further processing or to prepare financial, budgetary, or statistical reports.

Performs account audits and reconciliations; makes recommendations for resolution of billing and meter reading issues.

Provides support to the Utility Billing Program Manager and Administration Division Manager in preparing for Utility Policy and Appeals Board meetings, which may include researching customer accounts, taking meeting minutes, formalizing policy decisions, preparing agenda items, and maintaining records on current and past appeals.

Manages the irrigation account program; oversees the rental of temporary meters.

Performs other related duties as assigned.

Education and Experience:

Associates degree or equivalent in public relations, marketing, or business, four years of progressively responsible customer service experience, at least one year of which includes experience working with high level officials and managers in the area of customer service, and making financial account adjustments; or, any combination of education, training and experience which provides the required knowledge, skills and abilities required for the job.

Licenses and Certifications:

None.

Knowledge of:

Administrative policies and procedures related to the area of assignment.

Modern office methods, procedures, equipment, business letter writing, e-mail, and standard customer service techniques.

Word processors or computers.

Techniques of effective time management.

Correct English usage, including spelling, grammar, punctuation, and vocabulary.

Accounting principles and practices.

Record keeping, report preparation, filing methods, and records management techniques.

Skill in:

Communicating clearly and effectively with others, orally and in writing.

Dealing courteously and diplomatically with the general public.

Typing complex documents containing numeric information or technical terminology.

Using computers to enter and retrieve information.

Operating general office equipment.

Compiling, composing, and maintaining reports.

Understanding and carrying out complex written and oral instructions.

Mental and Physical Abilities to:

Handle situations in which others may be angry or argumentative.

Establish and maintain effective working relationships with others.

Attend night meetings or hearings, when required.

Perform duties while sitting at a desk or table or while intermittently sitting, standing, or stooping.

Occasionally lift light objects.

Working Conditions:

Work is performed in an office.

Work exposes the employee to automobile exhaust fumes.