Public Utility Account Representative

City of Suffolk•Suffolk, VA

About The Position

Under limited supervision, performs internal service and fiscal work for the Department of Public Utilities. The role answers telephone calls and handles routine and non-routine requests for information, maintains records and files, and requires independent judgment, initiative, tact, and courtesy in frequent contact with customers and the public. The position reports to the Assistant Utility Operations Account Manager. The representative responds to customer inquiries through phone, face-to-face interactions, email, and written correspondence; reviews account transactions; makes decisions about adjustments and payment arrangements; creates field service requests; and interprets information from databases. The role also handles cashiering and daily fund balancing, processes facility charges, maintains customer records and billing-system data, performs account searches, updates spreadsheets, dispatches tickets to field staff, and files tickets. Confidential customer information must be handled appropriately. Other related duties may be assigned. This is sedentary work involving extended sitting, with some walking or standing. The role requires operating automated office equipment and may involve exerting up to 10 pounds of force occasionally. It also requires the ability to perform under stress and to talk and hear.

Requirements

Associate's degree in bookkeeping or accounting and 3 to 5 years of experience in clerical and bookkeeping work, or an equivalent combination of training and experience that provides the required knowledge, skills, and abilities.
Valid driver's license.
Ability to operate computers and electronic data-entry equipment and type accurately at the speed required by the position.
Ability to interpret policies and procedures, resolve questions and problems, screen communications, and handle or route inquiries appropriately.
Ability to maintain moderately complex records, compile reports, compare figures accurately, and prepare cash reports, deposit slips, and related forms.
Effective oral and written communication skills in standard English, including the ability to explain procedures and follow oral and written instructions.
Ability to exercise independent judgment and initiative, including making judgments without supervision, and to work effectively with customers and the public.
Ability to perform basic mathematical operations, including using decimals and percentages.
Ability to operate automated office machines, coordinate hands and eyes in using office equipment, and handle equipment and controls.
Ability to perform sedentary work involving sitting most of the time, with some walking or standing, and exert up to 10 pounds of force occasionally.
Ability to adapt to stressful situations and to talk and hear.

Responsibilities

Answer calls in a call-center environment, including back-to-back and stressful calls.
Resolve customer inquiries by phone, in person, email, and written correspondence.
Review customer account transactions and make informed decisions regarding adjustments, payment arrangements, and potential field activities.
Create service requests for field staff.
Interpret information from various databases and provide information or refer inquiries to appropriate personnel.
Perform cashiering, maintain accurate records of funds, and balance funds daily; account for discrepancies.
Process, bill, and receive payments for facility charges.
Maintain customer records and accurately enter information into the billing system while protecting confidential information.
Search for customer data before creating accounts.
Accurately enter information into spreadsheets for meter-placement tracking and balance transfers.
Dispatch tickets daily to field staff or after-hours staff and file tickets each day.
Perform other related duties as required.