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HomeMy WebLinkAboutUtility Services Representative City of Twin Falls Class Specification Utility Services Representative Class Code Number: 434-65 Pay Grade: 5 FLSA Designation: Non-exempt Effective Date: July 2011 Department: Utility Billing Revision Date: July 28, 2021 Supervisor: Utility Services Supervisor / Financial Accountant General Statement of Duties Collects and receipts monies received by the Utility Department and provides customer support regarding department activities such as utility billing, utility collections and billing accuracy; performs a variety of administrative support, clerical duties, and accounts receivables for the City; performs related work as required. Classification Summary The principal function of an employee in this class is to handle customer requests for utility services, answer customer questions and concerns, collect and receipt all utility payments received by the City of Twin Falls. The work is performed under the direct supervision of the Utility Services Manager, with some leeway granted for the exercise of independent judgment and initiative. Contact with internal and external customers primarily an exchange of information. The principal duties of this class are performed in a general office environment. Examples of Work (Illustrative Only) Essential Duties and Responsibilities • Collects utility payments and receipt all monies received by the City of Twin Falls into the Department’s computer system; • Accepts permit payments, testing fees, code enforcement, airport, and library accounts receivables; • Prepares a daily reconciliation of all monies received and prepares the bank deposit; • Handles all customer requests for utility services; on and off orders, high bill complaints, disputes and miscellaneous questions on bills; records all requests; • Answers a variety of questions from the public and gives directions; • Assists other departments with customer requests such as; election information, alcohol permits and other permits required by the City; • Reviews all delinquent utility accounts; • Makes arrangements to extend payments and prepares tags for notification as to when Utility Services Representative Page 2 accounts will be turned off for non-payment; refers those that do not have the financial means to satisfy their debt to a community service agency; • Handles all cash and makes change to avoid imbalances; • Scans bar-coded bills or hand enters payments; • Prints reports of all payment batches entered; • Responds to all internal and external customers (City employees, other governmental representatives, business organizations, community groups and/or the public) in a courteous and friendly manner to promote a service orientation; • Refers callers or visitors to other appropriate City departments or other agencies as necessary; • Orders change from bank, when needed; • Researches customers questions if an answer is not readily available, including reviewing Departmental policy manuals and talking to appropriate City personnel and then contacting the customer with the needed information; • Keeps immediate supervisor and designated others fully and accurately informed concerning work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems; • Responds to citizens’ questions and comments in a courteous and timely manner; • Communicates and coordinates regularly with appropriate others to maximize the effectiveness and efficiency of interdepartmental operations and activities. Other Duties and Responsibilities • Performs other related duties as required. Knowledge, Skills and Abilities Knowledge of: • Current practices and procedures involved in customer service; • Modern office procedures, practices and equipment; • Modern office filing systems and procedures; • General mathematical skills; • Personal computers and related software. Ability to: • Explain to the public the billing process and answer all concerns about the bill, meter reading, leaks, water usage, sanitation and sewer billing; • Learn and operate Utility Services Department software; • Operate general office equipment such as computer, fax machine, 10-key, copier, etc.; • Work independently or cooperatively as a member of a team to complete work on schedule and according to quality control standards; • Multi-task and prioritize tasks; • Handle customer concerns and complaints, and de-escalate conflict; • Add, subtract, multiply, divide and derive percentages; • Learn City policies and departmental rules, procedures, practices and objectives; • Comprehend and follow oral and written instructions; • Identify and recommend improved methods of performing the work; Utility Services Representative Page 3 • Establish and maintain effective working relationships with supervisor, co-workers, building occupants, and the public; • Provide quality services in a cost-effective manner and to recommend improved methods of performing the work. Acceptable Experience and Training • High school diploma or equivalent general educational development (GED) certification; and • One (1) year of experience in general office work; or • Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work. Essential Physical Abilities • Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively; • Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to review type written documents in both electronic and hard copy form; • Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to operate a personal computer and related office equipment; • Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to function in the general office environment.