What are the responsibilities and job description for the Quality Assurance Coordinator - Utility Billing position at City of Delray Beach, FL?
Job Description
Veterans' Preference Applies
EEO Statement
The City of Delray Beach does not discriminate on the basis of race, color, national origin, sex, religion, age or disability, marital status, family status or sexual orientation in employment or the provision of services.
Non-Smoking
The City of Delray Beach is aNon-Tobacco Workplace. The City will not consider applicants who have used tobacco or nicotine products for a period of at least three months prior to application for employment. The definition of "tobacco or nicotine products" includes but is not limited to, cigarettes, cigars, chewing tobacco, pipes, snuff, e-cigarettes and nicotine patches or gum.
Performs work responsible for monitoring and verifying the accuracy and functionality of Advanced Meter Infrastructure (AMI) meters ensuring data quality accuracy. Identifying potential issues and taking corrective actions as necessary. Monitor the AMI meter data portal, identify all meter alarms, escalate if further action is required. Quality checks for escalated meter customer issues, following up with customers for solutions. Work is performed under the general supervision of the Utilities Customer Service Manager.
Essential Job Duties
The following duties are normal for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
- Responsible for daily analysis and monitoring of all AMI meters, endpoints, and gateways ensuring operable and fully functioning.
- Quality Assurance (QA) analysis of all water meter related work orders, accuracy of meter and endpoint number. Trouble shoot outliers. Take necessary corrective action to resolve with relevant division for solution.
- Creating new service orders for tampered meters, and re-reads for billing when needed.
- Assist review and resolve customer related billing issues typically involving reviewing and analyzing meter data and communicating back to customer with appropriate solutions.
- Coordinate work assignment with Meter Operations Supervisor, and Customer Service Manager.
- Assist Meter Operations Supervisor in billing function for all water accounts, including review of meter readings.
- Assist Meter Operations Supervisor to make sure the billing is done accurately and timely.
- Review meter reading reports for errors to prepare meter bills correctly.
- Upload/download meter readings into the AS400. Adjust incorrect reads by generating a cancel re-bill to correct readings.
- Assist Customer Service Manager and Meter Operations Supervisor as needed.
- Perform all functions and responsibilities according to the Palm Beach County of Ethics and Florida State Statutes 112.313.
- Foster positive employee relations and employee morale on a City-wide basis.
Minimum Qualifications
- High School graduate or have possession of acceptable general equivalency diploma (GED).
- Associate Degree in Business or related field preferred.
- Knowledge of Utility Billing and Customer Service.
- Requires demonstrated ability to utilize personal computer and office software such as MS Word, MS Excel and electronic mail. practices.
- Knowledge of Utility Billing and Collection procedures.
Ability to enter and retrieve data accurately from the City’s main frame system. Ability to adapt to an evolving and continually improving environment and work independently and to adhere to established policies and procedures. Ability to manage priorities and multi-task is a must. Ability to work independently and to adhere to established policies and procedures. Ability to establish and maintain effective working relationships with employees and the general public. Ability to communicate effectively in oral and written form. Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions. Ability to manage and prioritize routine, specialized and complex assignments and problems utilizing knowledge acquired through prior education, training, and experience. Ability to adapt to an evolving and continually improving environment. Punctuality and regular attendance are essential functions of this position. Ability to work rotating shifts/weekends.
The abilities expected of all employees include being able to respond to supervision, guidance and direction of superiors in a positive, receptive manner and in accordance with stated policies, be appropriately groomed and attired so as to present a professional image in accordance with the organization’s mission, goals, and policies; report for work promptly and properly prepared at the time and place required by the assignment or orders; notify the appropriate supervisor of intended absences in accordance with stated rules; conform with standards and rules regarding use of accrued time; demonstrate a polite, helpful and courteous manner when engaged in any activity with the public; operate and care for equipment to manufacturer’s specifications and/or within the specified parameters; demonstrate an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with the public and colleagues.
A comparable combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position, may be substituted for the minimum qualifications.
Supplemental Information
Physical Demands/Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with both hands and arms. The employee is occasionally required to walk, kneel, bend, stoop and stand. The employee must occasionally lift and/or move up to 15 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Ability to sit at a desk and view a display screen for extended periods. Work inside in an office environment.
SELECTION GUIDELINES: Formal application, rating of education and experience; oral interview and reference check; job related tests might be required. The job description does not constitute an employment agreement with the employer, and requirements of the job may change.
