ESSENTIAL FUNCTIONS

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following: Processes customers' work orders for appropriate departments and initiates the billing of services. Creates and activates utility services for new accounts. Sets up (or verifies automated creation) of new Premises for utility services. Monitors moves from builder to occupant and verifies that all services are set up for final occupant per the original permit for the occupant. Reviews and Approves/Rejects Moves (residential and commercial) following City of Georgetown policies. Verify all services and contracts are correct per City of Georgetown policy. Audits/fixes move failures and contract failures for new services and moves through completion of Move-ins and Move-outs. Makes decisions as to the accuracy of the readings and charges on utility accounts; calculates adjustments and updates the appropriate record. Manages Hydrant meters from premise creation, account set up and ensures accurate billing. Creates meter set service order to install meter on premise where an installation request is made and a meter is not currently installed. Follow up on Meter Set service order to completion. Sets up and verifies services are set up correctly for premises per the City of Georgetown Policies and the permit. Monitors MyPermitNow emails for water and electric meter set requests and work orders. Creates, monitors, and completes the meter set service orders so that they are completed within the City of Georgetown policy. Updates MyPermitNow status when work orders are complete. Monitors Inspections emails for new Certificates of Occupancy and updates the premise status to Ready to Move when Certificate of Occupancy is received. Updates and maintains the MyPermitNow queue for Certificate of Occupancy, and Finals; updates customer accounts for home finals, temporary tenants, and Certificate of Occupancy. Updates and maintains documentation on apartment unit and commercial unit completion tracking. Manages the disconnection for non-payment process. Works cases from Customer Care or other departments. Assigns cases to the correct department when the case is part of their area of responsibility. Responds to internal and external customers' inquiries, complaints, and call escalations. Prepares work orders for commercial, residential, and municipal customers to initiate connects, disconnects, transfers of service, re-reads, along with any other service request, and bills the applicable fees. Resolves potential customer account issues and problems by analyzing and interpreting consumption data and formulating a recommendation. Advises management on inconsistent administration of policies with the goal of providing consistent service for the customer. Provides solutions to customer issues based on department policies and guidelines. Maintains a detailed understanding of department policies and processes, billing rate structures, and utility operations and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns. Provides pertinent information to callers regarding events experienced by the utility to inform and educate customers. Provides assistance and education to customer service representatives on utility policies and processes. Explains City ordinance and operational changes to customers. Performs other duties as assigned.

MINIMUM QUALIFICATIONS

Education, Training and Experience Guidelines Associate degree from an accredited college or university with major coursework in accounting, finance or business. Three (3) years of accounting, customer service and/or cash handling experience. One (1) additional year of the required experience may be substituted for one year (30 semester hours) of the required education.

Knowledge of:

Making professional judgments and decisions on customer accounts and issues. Good customer relations practices. Credit collection practices. Basic accounting and billing procedures. Performing utility bill calculations and general mathematical calculations. Interpreting meter readings for customers; analyzing data. Federal, State and Local laws. City practice, policy and procedures Skill in: Performing data entry; operate a 10-key calculator. Using computer and related software. Executing oral and written instructions and reports. Communicating effectively, both orally and in writing. Establishing and maintaining effective working relationships. Working with utility rates. Interpreting utility bills for customers and makes decisions as to their validity. Analyzing data and problem solving. Adding and balancing payments; figures utility bills, provides analytic review of trend analysis. Interpreting meter readings for customers.

LICENSES AND CERTIFICATION REQUIREMENTS

Valid Class \"C\" Texas driver's license required. Out-of-state license holders must have a valid license and provide a three (3) year driving history.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, use of foot controls.

Hiring Range:

$23.44 - $29.36, hourly. #LoveWhereYouWork! Check out the benefits of working with us here. 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