Courteously and professionally greets and responds to Utility Billing customer inquiries using the telephone, email, or face-to-face meetings. Establishes and maintains customer accounts, processes payments and cash receipts, and provides information to customers about their accounts, City utility services, policies, and procedures. Works independently under general supervision and within established guidelines and procedures.
Courteously and professionally greets and responds to Utility Billing customer inquiries using the telephone, email, or face-to-face meetings. Provides information to customers regarding their accounts and updates general customer information accordingly. Informs and educates customers about City utility services, policies, products, and billing procedures. Responds to requests or issues referred by others, and satisfactorily resolves those issues in a timely manner. Escalates more complex issues or concerns through appropriate channels for resolution. (40%)
Opens new utility accounts, and collects deposits and payments. Processes and balances payments received through various receptacles, and generates cash receipts for each. Enters payment information into applicable database and software systems, and submits automated clearinghouse payments to the City's contracted financial institution. (40%)
Adjusts customer accounts due to move-ins, move-outs, leaks, low income discounts, and bankruptcies. Researches discrepancies and performs general account maintenance to ensure customers are accurately billed. Audits annual water update for excessive or zero usage. Coordinates with the City's contracted solid waste management company to bill commercial trash customers, and manage residential trash carts. (20%)
Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.
Required Knowledge, Experience, And Training
Requires education and/or experience to attain the following:
One year experience working in a call center or utility billing environment and a high school diploma or GED, or an equivalent combination of education and/or experience.
Working knowledge of general business office and telephone etiquette, equipment, and procedures; computer operations including contemporary and related software applications; record keeping and filing practices; general customer service techniques.
Ability to operate a computer with demonstrated proficiency using contemporary and related database, word processing, and spreadsheet software applications at an appropriate level for efficient job performance; operate standard office equipment; follow verbal and written instructions; perform accounting operations as well as basic math; communicate effectively with sometimes difficult customers, and deal with frequent interruptions; plan, organize, and prioritize work assignments; interpret and explain regulations, policies and procedures under adverse conditions; adjust to changing priorities in a fast-paced call center environment; display an attitude of cooperation and work harmoniously with all levels of City employees, the general public and other organizations; communicate effectively in the English language at a level necessary for efficient job performance; complete assignments in a timely fashion; understand and comply with all rules, policies and regulations; maintain prompt and regular attendance; perform all essential and marginal functions as assigned by an authorized employee, supervisor and/or manager with or without a reasonable accommodation.
Preferred Knowledge, Experience, And Training
Two years experience working in a call center or utility billing environment.
Functional knowledge of billing rules, regulations, and procedures, as well as financial records methods including maintaining, adjusting, and applying credits and debits to utility accounts.
All applicants must be able to successfully pass City of Boise background check processes which include reference checks and criminal history checks.
The physical effort characteristics and working environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is occasionally lifting/carrying up to 10 lbs. Also the employee is rarely pushing/pulling up to 10 lbs. The noise level is always moderate. Work includes sensory ability to talk and hear. Work in this position also includes close vision. Employees will sit. Position requires hand/finger dexterity.
The work environment will include inside conditions.