Customer Service Representative / Water Business Office Athens-Clarke County Unified Government

• 3.

8 Athens, GA Job Details Full-time $38,782 a year 3 hours ago Benefits Wellness program Health savings account 457(b) Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Tuition reimbursement Pension plan Employee assistance program Vision insurance Loan forgiveness Free health screenings Life insurance Pet insurance Qualifications Driver's License Full Job Description Purpose & Job Related Requirements

REPORTS TO

Customer Service Supervisor

FLSA STATUS

: Non-Exempt

CLASSIFICATION

: Personnel System

• Requires satisfactory completion of a six-month probationary period

PAY GRADE

110 SAFETY

SENSITIVE

: No Purpose of Job The purpose of this job is to perform administrative/clerical functions associated with receiving account payments and providing information/service to water and sewer account customers. Duties and responsibilities include, but are not limited to, performing bookkeeping and customer service tasks; opening/closing/transferring customer accounts; providing assistance and information to customers; resolving problems and correcting records; processing account billings; receiving payments and applying to accounts; balancing daily receipts; preparing bank deposits; serving as a liaison for stormwater and solid waste customers, and performing additional tasks as assigned.

Job Related Requirements Work Schedule:

Monday

• Friday 8:00 am
• 5:00 pm occasionally 8:00 am
• 6:00 pm on Wednesdays.

Mandatory overtime may be requested on occasion. May be required to work on religious holidays. Regular and predictable attendance is required. Must work cooperatively with others. When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle and must abide by ACC's safe driving policy. Minimum Training & Experience Required to Perform Essential Job Functions High school diploma or equivalent with one year of experience involving customer service, cash handling, issuing adjustments and billing procedures or related experience required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position. Valid driver's license required. Bilingual Spanish speaker preferred. Essential Duties, Responsibilities The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. Serves customers by providing information regarding water and sewer system billing policies, procedures, and charges. Collects payments from customers via various methods (ie in person, electronically, mail, etc.); applies payments to proper account; balances monies received daily to a auto generated edit list; locates and resolves any discrepancies; prepares daily cash and check collections for bank deposit. Resolves customer billing problems; arranges for credits or adjustments as appropriate; makes corrections to account files. Establishes new accounts; closes accounts; transfers accounts as requested; processes final account billings. Processes requests for adjustments to bills based on outdoor summer use or underground leaks; calculates consumption averages for leak adjustments. Calculates structured payment plans; prepares payment agreements for customer signature; maintains calendar of delinquencies and customer payment agreements. Coordinates information with Field Customer Service Representatives for processing delinquent accounts and payment plans. Issue and update service orders to schedule service, including meter re-checks, repairs, replacements, changeouts, adjustments, new service, or disconnections. Coordinates information with Water Service Technicians regarding proper locations and types of service. Work with WBO team and other departments to find appropriate solutions to problems. Inform customers about additional services that would possibly enhance customer experience. Issues appropriate paperwork for garbage stickers and bags; collects money; posts to accounts; forwards paperwork to Solid Waste Department. Assist in set up of refuse accounts; provides information on refuse services; collects refuse deposits. Receives, opens, sorts and processes incoming mail; determines routing and distributes as appropriate; prepares outgoing mail. Prepares and/or receives various forms, work orders, reports, correspondence and other documents; reviews, completes, processes and forwards as appropriate. Greets visitors, ascertains nature of business, assists and/or directs visitors to appropriate person. Answers the telephone; provides information; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary. Responds to routine requests for information from officials, employees, members of the staff, the public or other individuals. Upholds customer confidentiality, especially regarding financial matters and identity. Performs other duties as assigned. Knowledge, Skills and Abilities Knowledge of the policies, procedures, and activities of the Public Utilities Department as they pertain to the performance of duties relating to the position of Customer Service Representative. Knowledge of the terminology used within the department. Knowledge of unified government and departmental policies and procedures pertaining to water billing. Knowledge of computerized water billing systems, and water rates, sewer rates and water meter construction fees. Knowledge of general office procedures, bookkeeping practices, and maintaining accurate accounts. Skill in oral and written communications. Skill in utilizing various software programs relevant to the position. Ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effective manner and according to departmental and/or governmental regulations. Ability to communicate effectively with supervisors and other staff members. Ability to use independent judgment in routine and non-routine situations. Ability to handle required mathematical calculations. Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments. Ability to plan, organize and/or prioritize daily assignments and work activities. Ability to comprehend and apply regulations and procedures of the department. Ability to operate various machinery and office equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone. Supplemental Information (ADA)

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS PHYSICAL REQUIREMENTS

Must be physically able to operate a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.

This position requires:

walking, standing, bending, stooping, pushing, pulling, lifting, fingering, grasping, feeling, seeing, talking, hearing, and repetitive motions. Must be able to exert up to 10 pounds of force occasionally. Physical demand requirements are at levels of those for sedentary work.

DATA CONCEPTION

Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.

INTERPERSONAL COMMUNICATION

Requires the ability to hear, speak and/or signal people to convey or exchange information. Includes giving/receiving assignments and/or directions to/from co-workers, assistants or supervisors.

LANGUAGE ABILITY

Requires ability to read a variety of informational documentation, directions, instructions, methods and procedures. Requires the ability to prepare letters, reports, forms, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak to individuals with poise, voice control, and confidence.

INTELLIGENCE

Requires the ability to learn and understand relatively basic principles and techniques; to acquire and be able to expound on knowledge of topics related to primary occupation; and to make independent judgment in the absence of management.

VERBAL APTITUDE

Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrative, technical or professional languages including terminology related to public utilities, bookkeeping, and radio dispatching.

NUMERICAL APTITUDE

Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; compute discount/interest; perform calculations involving variables, formulas, square roots, and polynomials.

FORM/SPATIAL APTITUDE

Requires the ability to inspect items for proper length, width, and shape, visually with a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.

MOTOR COORDINATION

Requires the ability to coordinate hands, fingers, and eyes accurately in using office equipment. Requires the ability to use the keyboard, lift, bend, push, and pull objects or materials using body parts as the position necessitates.

MANUAL DEXTERITY

Requires the ability to handle a variety of items such as automated office equipment, office supplies, computer supplies, and accounting supplies. Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.

COLOR DISCRIMINATION

Requires the ability to differentiate between colors and shades of color.

INTERPERSONAL TEMPERAMENT

Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under minimal stress when confronted with an emergency.

PHYSICAL COMMUNICATION

Requires the ability to talk and/or hear: (Talking

• expressing or exchanging ideas by means of spoken words). (Hearing
• perceiving nature of sounds by ear).

Must be able to communicate via telephone and two-way radio. ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ACCGov is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact Leah Jagatic, HR Coordinator, Human Resources, 762-400-6370 or . Total compensation at the Unified Government includes a comprehensive set of benefits, a well-established culture of wellness, and a secure retirement that set us apart as a stable Employer of Choice where you can serve and make a difference in the community. Our Benefits program is designed to support every aspect of our employees' lives, from physical and emotional to social and financial. Along with their salary, employees receive a variety of comprehensive benefits as part of their total compensation. As an Employer of Choice, we offer: Health Health Insurance Dental Insurance Vision Insurance Prescription drug plan Wellness Onsite Employee Wellness Center

• free for employees, spouse, and children 18+ Employee Assistance Program Wellness education and incentive programs Annual Wellness Fair Annual employee appreciation events Free onsite health screenings (to include hearing, skin cancer, biometric screening, flu shots) Safety & Risk training and job-related vaccinations Family and Career Training and professional development opportunities through the Organizational Development Department Opportunities and Career Development via the Government Wide Learning Management System Time Annual/Sick leave 13 paid holidays per calendar year Money Robust Wellness Program•earn up to $175 per quarter for participation Health Savings Account for medical and dependent care Employer Paid Pension Plan (10 years of service) 457 (b) Deferred Compensation Program with employer match Tuition Reimbursement Program Public Service Loan Forgiveness Employer•Federal Student Aid Financial education programs Uniforms provided (if applicable) Discount Admissions•ACCGov Parks, Georgia Aquarium Protection Group Accident insurance Critical Illness insurance MASA Medical Transportation Insurance Employer paid basic life insurance Whole life insurance Employer Paid Short Term Disability Long Term Disability Contributory term life insurance Pet Insurance To learn more about the Benefits offered at ACCGov, you may access them below.

BENEFITS

http://www.accgov.com/434/Benefits

WELLNESS

http://www.accgov.com/wellness

CAREER DEVELOPMENT

http://www.accgov.com/index.aspx?nid=791