Utilities Support Specialist

GENERAL DESCRIPTION OF POSITION

Monitors and tracks requests for new utility services.   Serves as primary contact for Utility Billing for all public services related issues affecting customer accounts.    Maintains departmental records, files, and databases; conducts routine purchasing and accounting tasks; provides customer service to the public; and performs other related duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides customer service and assistance to the public

   • Receives and processes customer service calls and walk-ins; initiates work orders

   • Supports field crews with meter information and address locations as needed

   • Processes various types of applications and/or program registrations

   • Reviews, updates and maintains customer account information

   • Participates in plan review of new SMTX Utilities projects

   • Updates work order management system with new meter installations and meter change outs.

2.  Performs a variety of duties in support of departmental operations:

   • Receives and maintains meter information in utility billing system inventory; sets meters to new service accounts; activates new utility services.

   • Responds to various types of inquiries regarding departmental operations, services, policies, and procedures.

   • Assists in building and maintaining current standard operating procedure manual.

3.  Provides support to assigned personnel

   • Creates and/or prepares correspondence, forms, files, labels, and/or other types of documentation; performs data entry to meet daily and weekly deadlines

4. Copies, faxes, files, and/or scans documents.

   • Updates and maintains departmental records, files, databases, and/or spreadsheets.

   • Verify GIS information and verify meter data.

5.  Assists in a variety of routine purchasing and accounting tasks:

   • Coordinates the purchase of departmental supplies; monitors and maintains supply inventories.

   • Prepares purchase requisitions and check requests.

   • Reconciles P-card statements and/or assigned accounts.

   • Processes vendor invoices for payment.

6.  Maintains financial records for area of assignment.

   • Review and submit new tap estimates to customer and verify payment.

   • Coordinate with Planning and Permitting on meter setting, ensure completion of Certificate of Occupancy.

   • Schedule maintenance of commercial meters.

7.  Miscellaneous:

   • Monitors and maintains office equipment; stocks paper and toner.

   • Attends meetings, training sessions, and/or workshops.

   • Performs other routine and/or specialized duties relative to area of assignment as required.

   • Outage Management System responsibilities including training new dispatch staff, monitoring call manager and Dispatch maps as assigned.

8.  Must be available to work on-call as needed to service after hour customer requests, dispatch appropriate crews to any outage.

9. Perform any other related duties as required or assigned.

DECISION MAKING

• Must be able to make efficient assignments to field staff and effective decisions during high volume or high-pressure situations.

• Must maintain strict confidentiality in regard to customer accounts and information.

MINIMUM REQUIREMENTS

• High School Diploma or equivalent is required.

• Two (2) years administrative support/customer service experience is required.

• Excellent verbal and written communication skills is a must.

• Depending on area of assignment, a valid Texas Driver's License with an acceptable driving record.

JOB DIMENSIONS

• Must be able to read/prepare correspondence, reports, and other departmental documentation.

• Effective verbal and written communication skills are required; must be able to maintain positive working relationships with City departments and personnel, outside agencies, contractors, vendors, suppliers, and the general public.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Physical requirements include lifting up to 25 pounds occasionally.  Subject to sitting, handling, fine dexterity, vision, hearing and talking frequently; standing, walking, lifting, carrying, pushing/pulling, reaching, climbing and balancing occasionally; bending, twisting and foot controls rarely.

Salary : $24 - $31