Job Description
Job Description
UTILITIES CUSTOMER SERVICE REPRESENTATIVE-PT
DEPARTMENT : FINANCE
JOB CLASSIFICATION : PART-TIME
PAY GRADE PT6
PAY GRADES LINK
EFFECTIVE DATE : October 2024
40 hours biweekly
Mon-Thursday 1 : 00-5 : 00
Every other Friday 8-5 : 00.
GENERAL PURPOSE
Under direct supervision of the Utility Billing Manager and general supervision of the Treasurer, performs general office duties and customer service for Spanish Fork City and SFCN.
ESSENTIAL FUNCTIONS
- Directly responsible for SFCN customer service as follows :
Works directly with SFCN customers to arrange service installation for internet, tv, and phone services
Helps customers connect with technical support and schedule service callsProcesses new SFCN only customer requests and enters accounts into the utility billing systemWorks directly with the billing manager and the SFCN department to coordinate services and ensure correct billingUpdates service and rate changes in the utility billing system
Calculates prorate billings for partial month service and rate changesHelps to verify and change annual rate adjustmentsPrepares billing adjustments as neededAnswers customer questions about;Internet installations, rates, speeds, and routers
Equipment needs and functionalityTV packages and channel listingsPhone service additions, cancellations, and porting numbersAssists in the maintenance of the SFCN billing calendar and spreadsheetSends reminders for scheduled appointments via PodiumTracks equipment returns and sends confirmation receipts accordinglyOversees quality control of SFCN billingAssists the utility office with customer sign in and terminationUses online portal to process new utility applications
Contacts applicants and verifies required and optional services to be providedMaintains the garbage and recycle billing spreadsheet and updates changes in the utility billing systemCollects information for utility termination and creates service orders to terminate service.Updates Everbridge system with customer contact informationMay be responsible to make bank depositsPerforms general office duties as follows :Greets visitors, answers phone calls, and responds to Podium requests
Directs in-person patrons to appropriate department / office personnelPerforms cashier duties, including utility, building permit, business license, and other miscellaneous paymentsHelps customers understand the city billing process, billing cycles, utility sign in process and payment requirementsMust have a good understanding of SFCN services including requirements, uses, and options.Must be able to meet attendance and punctuality requirementsMust abide by all city policies and proceduresApplicants will be required to submit to a criminal background check and drug testPerforms other related duties as assignedPOSITION QUALIFICATIONS
Education and Experience
Graduation from high school or equivalent and one (1) year of related experienceNecessary Knowledge, Skills, and Abilities
Must be able to effectively listen and communicate, in a professional and knowledgeable manner, with city residents, outside business contacts and other city staffMust have outstanding customer service and problem solving skills. . Must be polite, understanding, patient and kind in all situationsFluent Spanish speaking preferred (will include additional compensation)Must be able to be adaptable to changing processes and responsibilities.Basic understanding of Google programs including but limited to; Google Drive, Google Sheets, Google Docs and Google CalendarMust be able to use Google calendar proficiently to maintain a large schedule and continual changes to schedulesBasic understanding of programs including but not limited to; Word, Excel, various email programs and Adobe Acrobat also requiredMust be organized and able to perform tasks with minimal supervisionMust be capable of learning;New software programs such as, but not limited to; Caselle, Everbridge, JotForm, Podium, Xpress Bill Pay and SFcityTix
Typing speed of 50 wpmSkill in the use of a variety of office machines and computersKnowledge of the City, current affairs and events to answer various questions regarding the cityAbility to establish good working relationships with other employees and promote team building and unity within the office.Special Requirements
Must be bondable
