Customer Service Utility Representative

City of Glendale•Glendale, CA

2d•Onsite

About The Position

Under general supervision, this entry-level classification receives, investigates, analyzes, and responds to residential and commercial customer inquiries regarding utilities service, payments, bills, and programs. It performs a variety of complex accounting, billing, and analytical duties requiring considerable independent judgment and decision-making. The role involves conducting special investigations of non-routine billing discrepancies and making personal contact with customers to resolve complex or technical billing problems. The position ensures Department services are provided with exceptional customer service and the highest level of ethical standards. Responsibilities include receiving inquiries via various channels, utilizing communication and customer service skills to determine appropriate actions, informing customers of utility service actions, educating customers about programs, negotiating payment extensions, analyzing and advising customers on rules and regulations, maintaining records, researching and analyzing account history and meter data, administering billing, evaluating billing records, preparing adjustments, calculating bills, investigating and resolving meter and billing data issues, determining billing rates, contacting customers about discrepancies, analyzing rate applicability, processing rate changes, reviewing consumption data, and pursuing the collection of monies owed. The role also involves working with third-party vendors and collection agencies, reviewing bankruptcy documents, and driving on City business.

Requirements

Two years of recent customer service experience, preferably in a call center environment, including some experience in cashiering and delinquent account collection and at least one year of formal automated data entry work.
High School Diploma or equivalent supplemented by coursework in computer applications, business practices and procedure or office practices.
Valid Class C California driver's license may be required for some positions in this series.
Advanced mathematical operations including fractions, percentages and statistics.
English grammar usage, spelling, punctuation, and business vocabulary.
General accounting principles.
General office procedures.
Proper telephone etiquette.
Accuracy and integrity in handling cash.
Assisting customers with tact and empathy.
Making independent judgments and decisions based on standard policy or procedure.
Utilizing computers and related software.
Provide exceptional customer service to all employees and vendors.
Adhere to and accommodate highly structured work schedules.
Become familiar with local ordinances, State statutes and Federal regulations, and effectively convey this information to the public and apply it to the job duties and responsibilities.
Communicate clearly and concisely, both orally and in writing.
Compose business letters.
Develop necessary skills from on-the-job training and meet the standards of performance for the classification by the end of the probationary period.
Establish and maintain smooth working relationships and independently resolve interpersonal conflicts.
Format information and create tables, documents, correspondence, etc.
Foster a teamwork environment.
Handle confidential information with discretion.
Maintain a high level of flexibility in work assignments and in dealing with co-workers.
Model and practice the highest standards of ethical conduct.
Perform a wide range of customer service functions with speed and accuracy and use sound judgment in recognizing scope of authority.
Perform data entry functions and interact with the public simultaneously.
Present a courteous, professional image to the public.
Provide exceptional customer service practices to those utilizing GWP services.
Read, write, communicate effectively and comprehend directions in English.
Respond with courtesy and tact under extreme pressure to resolve difficult and complex problems with disgruntled customers.
Type accurately at 30 words per minute.
Utilize and maintain a filing system.

Nice To Haves

Work overtime as requested or required.
Assume responsibility for maintaining a safe working environment.

Responsibilities

Ensures Department services are provided with exceptional customer service and the highest level of ethical standards.
Receives inquiries from residential and commercial customers via mail, e-mail, live chat, fax, telephone, referrals, and in person; ascertains and evaluates information from customers to determine the specific nature of their requests and/or process and implements their requests.
Utilizes communication, customer service skills and sound judgment to determine appropriate actions to be taken to respond to residential and commercial customer requests.
Communicates with residential and commercial customers to inform them of their utility service actions and arrangements such as: move orders, reconnects, and disconnects and provides information to customers regarding their accounts and GWP programs.
Educates residential and commercial customers about energy and water service programs and determines customer eligibility for various GWP programs.
Negotiates and grants payment extensions for and/or amortizes debts with customers.
Analyzes, interprets, and advises customers of GWP and other City Department rules, rates, regulations, and standards related to providing utility services and programs.
Completes and maintains extensive records, including files, forms, interaction records and reports, using a personal computer and a variety of software applications.
Accesses various databases and software applications.
Researches, interprets, and analyzes account history and interval meter data to resolve billing exceptions and respond to customer questions.
Administers and maintains accurate and timely billing for utility customers.
Evaluates billing records and prepares monetary credit/debit adjustments to customer accounts.
Manually calculates bills when required and applies credit adjustments to accounts.
Investigates, identifies, and resolves meter and billing data issues.
Determines billing rates for accounts in accordance with GWP and other City Department rate schedules and established guidelines.
Contacts customers to discuss billing discrepancies and performs investigations to resolve problems; composes original correspondence as necessary to investigate, explain or reconcile unusual utility usage, billing errors, mixed accounts, missing documents, meter calibration problems, etc.
Analyzes rate applicability using account history, results of field investigations and GWP and other City Department rates, rules, and regulations to ensure proper rate category.
Processes rate changes resulting from the outcome of the investigation or analysis to ensure accurate customer bills.
Reviews customer utility consumption data using meter data management system to determine proper amount for service bills rejected by the customer information system; resolves problems which require detailed analysis and exercises independent judgment.
Pursues the collection of monies owed in accordance with GWP and legal regulations and procedures.
Works with third party vendors, and collection agencies to resolve accounts and collect on delinquent invoices.
Reviews standard bankruptcy, receivership, and probate documents in order to file necessary claims to effect collection.
Evaluates, investigates, and collects delinquent installment and closing bills.
Drives on City business.
Assumes responsibility for ensuring the duties of the position are performed in a safe efficient manner.
Performs other related duties as assigned or as the situation requires.