GENERAL STATEMENT OF JOB

SPECIFIC DUTIES AND RESPONSIBILITIES

1. Work in a lead capacity directing staff to include: prioritizing and assigning work; ensuring staff are trained on work methods and procedures; ensuring that employees follow policies and procedures; and monitors the performance and assists with conducting performance evaluations of lower level staff.
2. Sells permits to contractors and establishes gas, water, and/or sewer service accounts for new residential, commercial, and industrial construction.
3. Resolves difficult or unusual customer service situations to include: explaining policies and procedures to disgruntled customers; resolving account discrepancies; and calculating and applying adjustments to bills.
4. Provides accurate, detailed and timely responses to inquiries from the general public, to include gas, water, and/or sewer customers, with a variety of information, which includes responding to questions regarding new customer connects or disconnects, providing information on multiple services, billing, and related fees, and collecting fees, while developing and sustaining customer relationships by maintaining a friendly, professional and courteous demeanor to provide proactive customer service at all times.
5. Processes and records a variety of basic accounting transactions based within CGW billing rates and software, which includes establishing and closing customer accounts, entering transactions, processing transactions, retrieving account data, balancing cash receipts, and preparing related records.
6. Performs other duties of a similar nature or level.

MINIMUM EDUCATION AND TRAINING

Education and Experience:

• High School Diploma or equivalent (G.E.D.)
• Two (2) years of experience as a Utilities Customer Service Representative II.
• Equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

• None.

MINIMUM QUALIFICATIONS AND STANDARDS REQUIRED
Knowledge, Skills, and Abilities:

Knowledge of:

• Customer service principles and practices;
• EnQuesta, Cognos, and ServiceLink software;
• Invoice Cloud and Merchant e-Solutions software;
• Legends Remote Check Deposit;
• Online Utility Exchange;
• City Code and departmental policies related to service accounts, rates, billing practices, and other associated topics;
• Leadership principles;
• Modern office equipment;
• Basic accounting principles;
• Recordkeeping principles;
• Computers, telephone devices, and related software applications.

Skill in:

• Leadership skills;
• Providing high level of customer service through verbal and written communication;
• Ability to utilize EnQuesta, Cognos, and ServiceLink software;
• Ability to utilize Invoice Cloud and Merchant e-Solutions software;
• Ability to comprehend and explain City Code and departmental policies related to service accounts, rates, billing practices, and other associated topics;
• Performing basic accounting transactions;
• Preparing routine reports;
• Operating modern office equipment;
• Preparing basic records and reports;
• Using computers, telephone devices, and related software applications;
• Communication, interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to give and receive work direction.

• Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

• Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.

• Grasping: Applying pressure to an object with the fingers and palm.

• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination sound.

• Mental Acuity: Making rational decisions through sound logic and deductive processes.

• Reaching: Extending hand(s) and arm(s) in any direction.

• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.

• Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.

• Standing: Particularly for sustained periods of time.

• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

• Visual ability 1: sufficient to perform an activity like preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.

• Walking: Moving about on foot to accomplish tasks, particularly for long distances or move from one work site to another.

NOTE: