Customer Service Clerk

CITY OF BAY CITY

Full Time - Customer Service Clerk

Department of Utility Customer Service - U.W.U.A L#542

JOB SUMMARY

Work in this position is performed with some degree of independence, consistent with City and department policies. This position operates under guidelines such as State Laws and City Ordinances; and works directly with contractors, City staff, and the public.

This is a moderately difficult position. It requires the ability to receive payments for a variety of transactions involving utility services, fines, taxes, maintaining records on the payment of personal property taxes, providing information on assessments and property taxes, parking tickets invoicing, and non-sufficient funds invoicing.

This position requires the ability to conduct customer needs assessments and make decisions that affect other people and the financial resources and/or image and reputation of the City. This position must meet strict deadlines and ensure that accurate information is correlated and incorporated into all property tax collections, invoicing, work-orders submitted on final reads, name and address changes, shut-off notices, and initiations of new services. Work includes monitoring on-line utility and bank draft payments and managing red flag rules in order to prevent identity theft or the misuse of customer accounts.

ILLUSTRATIVE JOB DUTIES AND RESPONSIBILITIES

An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the duties which an employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

1. Act as a Customer Service Clerk for utility billing, including, but not limited to: AMI meter reading entry and collecting and processing utility deposits.
2. Acknowledge, greet, and respond to both walk-in customers and telephone inquiries in a tactful, professional, and efficient manner.
3. Research, tabulate, and compile information required to process billing statements, process and issue letters of credit, delinquent letters, budget billing agreements, duplicate payments, bankruptcy, and utility deposits.
4. Review Tax Liens and the Security Deposit process.
5. Analyze customer situations and confer with customers by telephone or in person to determine reasons for overdue payments, and review and advise customers on necessary actions for account repayment.
6. Monitor all customer accounts using automated systems, establish repayments schedules for overdue accounts, and persuade customers to pay amounts due on all accounts.
7. Receive cash, checks, money orders, and credit card payments for a variety of transactions including utility bills, tax bills, assessments, fines, service fees, and all related City revenue.
8. Open, sort, and process mail and on-line payments.
9. Compose and type correspondence, records, reports, and invoices.
10. Maintain and be responsible for filing and record keeping.
11. Assist supervisor in gathering information, recording data, summarizing data, and calling attention to any unusual findings.
12. Answers inquiries and handle complaints.
13. Handle the collection of past due utility accounts.
14. Schedule service appointments for the Utilities Crew.
15. Reconcile and validate daily cash deposits and prepare reports. The includes the reconciliation of receipts and all other cash and credit card payments received by the City.
16. Provide information regarding property taxes and assessments and record payments of real and personal property taxes.
17. Perform related duties as required.

JOB REQUIREMENTS

The Fiscal Services Director may accept any combination of experience, education, skills and certifications, or substitutions at their discretion.

The requirements listed below are representative of the knowledge, skills, abilities, and qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

1. Knowledge of modern office practices and procedures.
2. Knowledge of accounting terms and related subjects.
3. Knowledge of the methods and techniques of proper telephone etiquette.
4. Knowledge of the principles and procedures of record keeping and filing.
5. Knowledge of the methods and techniques for basic report preparation and writing.
6. Knowledge of English usage, spelling, grammar, and punctuation.
7. Knowledge of business letter writing and basic report preparation.
8. Assemble data and prepare accurate records and reports.
9. Perform mathematical calculations quickly and accurately including adding and subtracting, multiplying, dividing, calculating percentages, calculating fractions, and calculating decimals.
10. Accurately make change, issue the appropriate receipts, and credit the proper accounts.
11. Possess excellent organizational and time management skills with the ability to work with numerous interruptions and work effectively under time constraints to meet deadlines.
12. Comprehend and carry out oral and written instructions.
13. Implement and maintain filing systems.
14. Possess excellent communication skills both orally and in writing.
15. Cross-train within department roles, not limited to collections and billing.
16. Maintain composure and exercise good judgement when answering demanding questions.
17. Greet and deal with the public courteously and tactfully.
18. Establish and maintain effective working relationships with other employees, City officials, and the public.
19. Accurately type a minimum of 40 words per minute.
20. Possess attention to detail and be comfortable with decision making.
21. Must possess excellent computer skills and be proficient in Microsoft Office applications and 10-Key Operations.
22. Have the ability to learn the AMI billing software system, New World System Financial, and Billing software.
23. Work requires regular in-person attendance on scheduled days and times. A high level of mental alertness and integrity is necessary.

EDUCATION AND EXPERIENCE

The Fiscal Services Director may accept any combination of experience, education, skills and certifications, or substitutions at their discretion.

• High school diploma or equivalent, and one (1) or more years of general clerical, banking, cash handling, or accounting experience.
• Prior training or education in business, bookkeeping, and/or accounting preferred.
• Must possess a valid driver's license.

Please see Full Job Description for more information