Government Jobs
Utility Billing Customer Service Representative
To perform responsible customer service for utility billing and collections, and account support functions. An employee in this class is responsible for the activities which involve collecting various revenues in person or through the mail, handling customer inquiries relating to utility billings and general municipal services; preparing and verifying a variety of electronic and manual reports and records, coordinating with the field services functions, and assisting with functions performed by accounting technicians and payroll specialist. Work is characterized by an ability to follow multiple detailed procedural steps, and a required independent knowledge of billing processes, accounting procedures, and computer applications. Work involves public contact functions and coordination with other departments within the organizational structure. Considerable tact and courtesy are required in the public contact functions. Work is performed under general supervision of the Utility Billing Customer Service Supervisor and is evaluated through work performance reviews, feedback, conferences, accuracy of work and timeliness, documented customer service records and bills, and thoroughness of assigned responsibilities. Illustrative examples of work include: Answers telephone, assists walk-in customers; provides information about municipal services; takes messages; directs calls. Collects a variety of revenues, including utility payments, at a customer counter, through the mail, drive-up window, on-line and by night deposit box; properly receipts and accounts for collections; posts fees and payments into computer; prepares balance sheet and maintains and balances daily cash drawer. Assists customers with connection and disconnection of service including preparing work orders for field services personnel; identifies special meter readings when needed for high bills, suspected leaks, or other purposes; enrolls customers in utility services. Updates records for billing; deposits; and other records; orders documents and files them in order; performs a variety of miscellaneous typing; updates a variety of manual records and files. Responds to and / or contacts customers on service issues; explains policies and procedures and resolves customer problems and complaints using established procedures; refers customers to supervisory personnel if not resolved. Assists and may be cross trained to perform functions associated with Accounting Technicians and/or Payroll Specialist Assists with vouchers, requisitions, purchase orders, and travel requests as needed Performs related duties as required Knowledge, skills, and abilities required include: Knowledge of utility billing terminology, methods, processes, procedures, and equipment Knowledge of standard office procedures, practices, and equipment Knowledge of effective oral and written communication techniques when communicating with customers, coworkers, and others Working knowledge of paraprofessional accounting principles, practices and procedures Ability to understand and follow oral and written directions Ability to perform mathematical computations with speed and accuracy Ability to identify errors in billing and balance accounts Ability to establish rapport and communicate effectively with customers, co-workers and supervisors, and the general public Ability to research easements, and other related documents required for specific projects Skill in the use of office computers, printers, and related equipment and software applications Physical requirements include: This work is primarily sedentary requiring the exertion of up to 10 pounds of force occasionally to move objects and a negligible amount of force frequently or constantly to move objects. Work requires stooping, kneeling, crouching, standing, walking, and manual dexterity such as fingering, grasping, and repetitive motions including operating a computer keyboard. Vocal communication is required to respond to inquiries, express or exchange information. Hearing is required to perceive information at normal spoken word levels either in person or over the phone. Visual acuity is required to prepare and analyze written or computer data, operation of machines, determine the accuracy and thoroughness of work, and observe general surroundings and activities. Working conditions are primarily in an environmentally controlled office subject to typical office noise. Education is graduation from high school or equivalent which is supplemented by course work or training in accounting, business administration or customer service. Experience is two to five years of practical experience in billing and collections procedures, customer services, and accounting functions is preferred. Special requirements include a valid NC Driver's License. This position is non-exempt. The City of Lincolnton is proud to be an Equal Opportunity Employer (EOE). We value diversity in the workplace. Candidates will be considered without regard to race, color, gender, religion, disability, political affiliation, national origin, age, or any other protected class. Interested individuals, who meet the basic requirements, are invited to apply for consideration. E-Verify Employer.
To perform responsible customer service for utility billing and collections, and account support functions. An employee in this class is responsible for the activities which involve collecting various revenues in person or through the mail, handling customer inquiries relating to utility billings and general municipal services; preparing and verifying a variety of electronic and manual reports and records, coordinating with the field services functions, and assisting with functions performed by accounting technicians and payroll specialist. Work is characterized by an ability to follow multiple detailed procedural steps, and a required independent knowledge of billing processes, accounting procedures, and computer applications. Work involves public contact functions and coordination with other departments within the organizational structure. Considerable tact and courtesy are required in the public contact functions. Work is performed under general supervision of the Utility Billing Customer Service Supervisor and is evaluated through work performance reviews, feedback, conferences, accuracy of work and timeliness, documented customer service records and bills, and thoroughness of assigned responsibilities. Illustrative examples of work include: Answers telephone, assists walk-in customers; provides information about municipal services; takes messages; directs calls. Collects a variety of revenues, including utility payments, at a customer counter, through the mail, drive-up window, on-line and by night deposit box; properly receipts and accounts for collections; posts fees and payments into computer; prepares balance sheet and maintains and balances daily cash drawer. Assists customers with connection and disconnection of service including preparing work orders for field services personnel; identifies special meter readings when needed for high bills, suspected leaks, or other purposes; enrolls customers in utility services. Updates records for billing; deposits; and other records; orders documents and files them in order; performs a variety of miscellaneous typing; updates a variety of manual records and files. Responds to and / or contacts customers on service issues; explains policies and procedures and resolves customer problems and complaints using established procedures; refers customers to supervisory personnel if not resolved. Assists and may be cross trained to perform functions associated with Accounting Technicians and/or Payroll Specialist Assists with vouchers, requisitions, purchase orders, and travel requests as needed Performs related duties as required Knowledge, skills, and abilities required include: Knowledge of utility billing terminology, methods, processes, procedures, and equipment Knowledge of standard office procedures, practices, and equipment Knowledge of effective oral and written communication techniques when communicating with customers, coworkers, and others Working knowledge of paraprofessional accounting principles, practices and procedures Ability to understand and follow oral and written directions Ability to perform mathematical computations with speed and accuracy Ability to identify errors in billing and balance accounts Ability to establish rapport and communicate effectively with customers, co-workers and supervisors, and the general public Ability to research easements, and other related documents required for specific projects Skill in the use of office computers, printers, and related equipment and software applications Physical requirements include: This work is primarily sedentary requiring the exertion of up to 10 pounds of force occasionally to move objects and a negligible amount of force frequently or constantly to move objects. Work requires stooping, kneeling, crouching, standing, walking, and manual dexterity such as fingering, grasping, and repetitive motions including operating a computer keyboard. Vocal communication is required to respond to inquiries, express or exchange information. Hearing is required to perceive information at normal spoken word levels either in person or over the phone. Visual acuity is required to prepare and analyze written or computer data, operation of machines, determine the accuracy and thoroughness of work, and observe general surroundings and activities. Working conditions are primarily in an environmentally controlled office subject to typical office noise. Education is graduation from high school or equivalent which is supplemented by course work or training in accounting, business administration or customer service. Experience is two to five years of practical experience in billing and collections procedures, customer services, and accounting functions is preferred. Special requirements include a valid NC Driver's License. This position is non-exempt. The City of Lincolnton is proud to be an Equal Opportunity Employer (EOE). We value diversity in the workplace. Candidates will be considered without regard to race, color, gender, religion, disability, political affiliation, national origin, age, or any other protected class. Interested individuals, who meet the basic requirements, are invited to apply for consideration. E-Verify Employer.