GENERAL PURPOSE

The Customer Service and Billing Specialist is responsible for exceptional customer service and all utility accounts receivable and billing-related tasks related to the payment of fees owed to the Town for utility services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include, but are not limited to: Provides exceptional customer service and concierge services at the Government Center. Answers all incoming calls and directs them to the proper department and/or location. Responds to email, telephone, written, and walk-in inquiries as to the status of utility bills, meter reading, repairs, and related issues. Creates, prepares and processes the utility monthly billing statements, cross checking for accuracy. Creates work orders to verify reads for billing purposes, as needed. Processes payments from the drop box, lock box, online, telephone, or in person, posts payments to the proper account and receipts monies in the appropriate daily batches in the software system. Balances and prepares the daily batches and prepares the bank deposit slips. Controls and balances cash drawers on a daily basis. Processes new and moving accounts, changes in services, and service work orders for the Utility Board, completes assessment letters, processes recycle requests and files work orders, as needed. Creates new accounts as new subdivisions are established, creating sequencing numbers, work orders as meter sets are requested, adds meter sets and services to accounts. Processes late fees and creates shut-off lists for the Department of Public Works to complete, processes payments and work orders to reconnect after customers bring their accounts current. Processes nonsufficient funds checks to include the approval and processing of adjustments and notifies the customer requesting repayment with cash or credit only. Prepares and files liens for delinquent sewer balances and sends outstanding water balances while making the appropriate adjustments to the collection agency. Prepares and maintains a log of work orders to schedule service, including new service, disconnections, transfers, adjustments, meter rechecks, installations, repairs and replacements. Completes month-end reports related to the general ledger and other department-related information. Completes special projects, as assigned. Performs tasks related to the other jobs in the department during absences. Attends meetings, as assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the organization. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Town-related Competencies:

To perform this job successfully, all employees working in the Town should demonstrate the following competencies: Teamwork and Collaboration

Gets along with and maintains positive relationships with coworkers.

Is willing to help with all types of work, no matter how big or small the task. Asks for and listens to coworkers' feedback; incorporates feedback into revised processes. Positively reinforces team members for their contributions and accomplishments. Admits mistakes when they occur, learns from them, and enables others to do the same. Service to Citizens

Always represents the Town of Plainfield well; maintains personal accountability and ownership for customer service.

Lets customers know that he/she is willing to work with them to meet their needs. Follows up to ensure that requests and concerns are resolved. Understands customer problems and needs; quickly and effectively solves customer problems. Does more than what is normally required to resolve customer concerns. Professionalism

Demonstrates professionalism in appearance and actions.

Maintains timely, personable, and effective communications with citizens and the general public, and local or intergovernmental contacts and neighboring community leaders. Demonstrates flexibility and a positive attitude when change occurs. Does not participate in conversations or actions that are disrespectful to others. Uses Town resources and assets wisely, efficiently, and according to Town policy. Dependability

Attends work as scheduled; follows the attendance policy and informs his/her manager of absences in advance.

Accepts assignments willingly and can be counted on to complete tasks on time. Completes tasks accurately and thoroughly, eliminating the need for close review. Timely follow-through on tasks and projects issued by the Department Head, Town Manager, or Town Council. Does what he/she commits to doing. Interpersonal Communications

Communicates clearly, accurately, and respectfully with coworkers and customers.

Keeps the Town Council well-informed of any incidents or issues; especially regarding offsite incidents. Keeps sensitive and confidential matters private. Listens to others and seeks to understand others' perspectives. Willingly accepts feedback and incorporates it into work activities and interactions. Job Knowledge and Work Habits

Takes pride in work and coworkers; performs work with a positive attitude that enables others to perform well.

Is willing to ask questions when the job or task is not fully understood. Willingly participates in training to maintain or enhance current knowledge of principles, procedures, methods, and/or technology. Maintains an optimistic outlook when faced with difficulty or change and makes an effort to overcome obstacles. Retains the expected job knowledge; helps others by sharing knowledge. Job-related Competencies

To perform this job successfully, employees in this job should demonstrate the following competencies: P roblem Solving
Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Oral Communication
Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Written Communication
Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Organizational Support
Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Education and/or

Experience:

High school diploma or general education degree (GED); and two years related experience and/or training; or equivalent combination of education and experience. Previous accounts receivable experience is desired.

Other Skills and Abilities:

The following skills and abilities are either required or desired.

Computer software skills required include:

Microsoft Outlook, Word, Excel, PowerPoint, and

MUNIS. A

comprehensive knowledge of accounts receivable processing is required. A basic understanding of general accounting principles and practices and report writing, while paying close attention to detail is required. The ability to make sound and rational decisions including exercising independent judgment within established protocols and guidelines is required. The ability to enforce rules and follow all established protocols and guidelines is required. The ability to multi-task and work in a fast paced environment while providing exceptional customer service is required. The ability to operate a multi-line telephone system is required. The ability remain current with all required licenses, certifications and in-service requirements is required. First Aid, CPR, and AED certifications are desired. The ability to operate a computer, printer, copy machine, scanner, fax machine, and other office equipment is required. The ability to speak, read and write in English is required. Spanish is desired.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. While performing the duties of this job, the employee is regularly required to sit; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; climb or balance; and stoop, kneel, crouch, or crawl; and taste or smell. The employee is frequently required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

Work Environment:

The work environment characteristics 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 duties and responsibilities. While performing the duties of this job, the employee occasionally is exposed to working near moving mechanical parts and the risk of electrical shock when working with office equipment and outdoor weather conditions. The noise level in the work environment is usually quiet to moderate. While the Government Center is open from 8:00 a.m. to 5:00 p.m., Monday through Friday this position may require work beyond these hours. It also may require the ability to drive a Town vehicle and/or drive one's own vehicle on Town business. 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Part-time Customer Service and Billing Specialist