Customer Service Collector / Investigator Utilities Specialist

Position Title:

Customer Service Collector / Investigator Utilities Specialist

Job Description:

Under minimal supervision. Provides customer service staff support for the various sections in a departmental subdivision. Collects on delinquent accounts. Handles a variety of customer service problems requiring considerable independent decision making, sound judgment and the ability to interpret and apply specified departmental policies and procedures. This position is specialized in both field and office clerical work with high public contact which requires knowledge of all divisional operations and procedures. Exceptional computer operation skills in the field and office are required.

This position is responsible for the Utilities customer service and collections of delinquent water, sewer, stormwater, garbage, streetlighting and franchise fees. May perform cashier and lead person duties in the customer service section.

Position Salary Range:

$22.09 - $33.24

This position is eligible for full city benefits, including:

• Health Insurance (95% of premium paid by city)
• Dental, Vision and Life Insurance
• Paid vacation and personal leave
• Six to Twelve weeks of paid parental leave from day 1 of employment
• Retirement contributions toward a pension plan and/or 401(k)
• A robust Employee Assistance Plan (EAP)
• Up to $4,000 tuition reimbursement annually
• Discounted supplemental benefits like pet insurance and legal services

Key Responsibilities:

• May rotate between specialties within the Customer Service and Billing divisions including field and clerical office work.
• Answers telephones and meets with customers to receive documents, process and resolve complaints.  Proficient in utilizing the departments Analytics program and interpreting data.  Initiates or conducts field investigations, determines facts and report findings.  Informs customers of investigation findings and decisions in writing, verbally, or in person.  Provides information to the public and other agencies regarding the division’s various operations, services, policies and procedures.
• Receives and processes customer requests for service.  Reviews applications determines eligibility and calculates initial deposits required.  Collects deposits, establishes accounts and issues order to begin or discontinue service. Update’s customer account information daily by data entry to prevent unnecessary termination of service to customers who have made required payment to their account, signed for service, placed necessary deposits, or taken other necessary action.  Processes customer refunds and returned checks, bankruptcy filing adjustments and letters requiring deposits
• Audit’s water and sewer use histories.  Review’s consumption levels to spot departures from expectations. Initiates or conducts field investigations and acts on results to issue a proper billing.
• Responds to customer requests and complaints in an organized and efficient manner. May dispatch work crews, maintenance repair people, emergency workers in response to the public’s need for routine or emergency assistance.  Assures that appropriate supervisors and personnel are notified and follows standard operating procedures.  Records public requests and schedules needed service and maintenance.  Keeps log of shift’s activities.
• Utilizes the department’s utility billing system to evaluate meter readings, audit account charges, and to bill water, sewer, stormwater, streetlighting and refuse for all service account types including special agreement accounts. Ability to manually perform complex billing calculations. Carrys out multiple billing functions requiring considerable independent decision making, sound judgement and the ability to interpret and apply specified departmental policy, procedures and City ordinance.
• Assist programmers when testing new applications and updates to the PUBS and various other applications.
• Uses iPad mobile application and responds to electronic collection and investigation orders.  Creates, completes, and submits electronic work orders.
• Calls on customer to attempt to collect payment.  Receives money, provides customer with receipt of payment and verifies customer account information is current.  Remits to Public Utilities cashier all money collected at the end of the working day.  Required to be in compliance with all department procedures in handling customers’ payments.  These procedures may change to be compatible with advancing technology.
• Leaves notice of service termination or intention to terminate service if customer is not at premises, fails to make payment, sign for service or comply with any situation that requires staff to visit customer premises.  Attaches notification to door or other easily seen and