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The purpose of this classification is to perform clerical and customer service work functions, associated with providing customers with utility services, collecting payments on delinquent utility accounts, performing analysis to assist customers with problems or questions concerning utility bills, making corrections, to ensure proper billing status associated with providing information/assistance, to utility customers, processing related documentation and performing data entry.

ESSENTIAL FUNCTIONS

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Performs customer service functions; provides assistance and information related to utility services, accounts, bills, procedures, forms, problems or other issues; responds to routine questions, complaints or requests for service; researches account discrepancies, problems on accounts; responds to question; initiates problem resolution.

Refers customers to other agencies to help with payment of utility bills and other services that they may need.

Provides bilingual assistance to customers transacting business in all customer service areas.

Makes recheck, reread, audit, and weatherization work orders for fields customer services auditors; prints those work orders and fills in appropriate meter reading data.
Sets up weatherization audits and processes requests for information regarding weatherization process.

Processes a variety of documentations associated with departmental operations, per established procedures and within designated timeframes; performs necessary calculations; distributes documentations or maintains records as appropriate.

Operates a computer to enter, retrieve, review or modify data in computer database; verifies accuracy of data and makes corrections as needed; generates computerized reports; uses knowledge of various software programs to operate a computer in an effective and efficient manner.

Enters utility account billing data into computer system; reviews data to identify inaccurate meter readings and potential errors; generates utility bills; reviews bills for accuracy; breaks down bills; separates bills requiring address research/correction; processes final bills for mailing.

Processes various utility account activities, including new account setup, account closings, account transfers, adjustments, meter reading re-checks, changes in service, changes in name/address, utility removal/relocation and other account activities; monitors delinquent utility accounts; records of delinquent account transactions and payments; initiates communication to collect payment on accounts; authorizes partial payments on delinquent accounts.

Answers and responds to all calls related to customer service, revenue recovery, special services, 311 call center and energy control center. Researches delinquent accounts; checks extensions for non-payment and change status as needed to produce cut off work orders.

Processes due date changes, medical necessity documentation and final bills; ensures transfer of correct changes current accounts. Assists with training of new employees regarding proper customer service and computer applications related to departmental utility operations.

Processes write-off of delinquent accounts as appropriate; selects delinquent accounts for write-off; changes, write-off release codes.

Reviews old accounts for distribution to collection agencies, authorizes write-offs, final billing or partial payments on accounts; may testify in court regarding delinquent account. Researches returned mail for address corrections.

Processes requests for extensions in service; explains extension policies; reviews documentation to determine eligibility for extension; approves or denies extensions; prepares extension agreements.

Monitors and researches delinquent accounts; initiates communications to collect payment on delinquent accounts; processes write-off of delinquent accounts as appropriate.

Posts payments to proper account on computer; maintains computerized records of transactions. Compiles and/or monitors various administrative and/or statistical data pertaining to departmental operations; performs research as needed; makes applicable calculations; analyzes trends; prepares or generates reports; maintains records.

Prepares or completes various forms, reports, correspondence, work orders, utility bills, agency vouchers, extension agreements, purchase requests, logs or other documents.

Receives various forms, reports, correspondence, utility bills, agency vouchers, checks, invoices, meter readings, work orders, logs, journals, schedules, directories, manuals or other documentation; reviews, completes, processes, forwards or retains as appropriate; maintains file system of departmental records.

Receives, opens and distributes incoming mail; prepares outgoing mail. Copies and distributes reports, forms, correspondence and other materials as appropriate; shreds/destroys confidential or obsolete documents.

Communicates via telephone and/or two-way radio; operates PBX equipment to answer incoming calls; provides information and assistance; takes and relays messages or directs calls to appropriate personnel; returns calls as necessary.

Responds to routine requests for information or assistance from customers, employees, the public or other individuals.

Communicates with supervisor, employees, meter readers, service techs, city departments, outside agencies, customers, the public, contractors and other individuals as needed to coordinate work activities, review status of work, exchange information or resolve problems.

Attends meetings, seminars and training sessions and workshops as necessary to acquire/impart knowledge as needed.

ADDITIONAL FUNCTIONS Provides assistance or backup coverage to other employees or departments as needed.

Performs other related duties as required.

High school diploma or GED; supplemented by one (1) year related previous experience and/or training involving customer service, personal computer operations, data entry, and general office work; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Typing test is required.

PERFORMANCE APTITUDES

Data Utilization: Requires the ability to determine, calculate, tabulate, or summarize data/information. Includes performing subsequent actions in relation to these computational operations.

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others on how to apply procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning: Requires ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.

Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity in situations involving a variety of generally pre-defined duties, which are often characterized by frequent change.

ADA COMPLIANCE

Physical Ability: Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or work station.

Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.
Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as violence, disease, or rude/irate customers.

The City of Albany, Georgia is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City of Albany, Georgia will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

No benefits available