What are the responsibilities and job description for the Utility Customer Service Representative position at City of Concord, NH?
Description
DEPARTMENT: General Services Department - Utility Billing Division
TYPICAL WORK SHIFT/SCHEDULE: Days, Monday - Friday.
APPLICATION INSTRUCTIONS:
Open until filled. Applications will be reviewed daily as we are eager to fill this critical position.
A City Application is required. Applications may be completed online at www.concordnh.gov. For more information on applying, please call the Human Resources Department at (603) 225-8535 (voice) or TTY at 800-735-2964 or 7-1-1.
Comprehensive Benefits:
Health Care Plans
Three plans are available through Harvard Pilgrim:
- Harvard Pilgrim HealthCare HMO 500 ($25 copay)
- Harvard Pilgrim HealthCare Elevate Health (T1-$25 copay/T2-Deductible then 20% coinsurance)
- Harvard Pilgrim HealthCare HMO High-Deductible HSA ($2000/$4000 Deductible)
A savings account, used in conjunction with a High-Deductible Health Plan (HDHP), allowing an employee to set aside a predetermined amount of money on a pre-tax basis to cover out-of-pocket qualified medical expenses. An employer may also contribute to this account.
**must be enrolled in a High-Deductible Health Plan through the city.
Dental Insurance Plan
One plan is available through Delta Dental:
Provides full coverage on certain diagnostic and preventive services, and limited coverage on certain restorative, prosthodontic (bridges, crowns, etc.), surgical, endodontic, periodontic, orthodontic coverage, and emergency services.
Vision Insurance Plan
One plan is available through Delta Vision:
Provides coverage on a wide range of services (routine eye exams, glasses, contact fittings, evaluations and lenses) and offers additional savings on non-prescription sunglasses and laser vision correction. This plan is voluntary and is available through a post-tax payroll deduction.
NH Paid Family & Medical Leave (NH PFML)
Provides a 60% wage replacement (up to the social security wage cap) for up to six weeks per year (after an initial 7-day elimination period) for absences from work for covered common life events such as:
- An employee’s own serious health condition when disability coverage does not apply
- An employee to bond with a child during the first year of birth, including placement for adoption or fostering
- An employee to care for a family m ember with a serious health condition
- Any qualifying urgent demand or need arising out of the fact that the employee’s spouse, child or parent is a covered military member on covered active duty
- An employee to care for a covered service member with a serious injury or illness if the employee is the service member’s spouse, child, parent or next of kin
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.
Examples of Duties
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.
Typical Qualifications
Education and Experience:
No requirements. Will train the right candidate.
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.
Salary : $22 - $23
