Utilities Customer Service Representative, Lead Vernon CA 1 of 2
JOB DESCRIPTION
Utilities Customer Service Representative, Lead
Date Prepared: March 2023 Class Code: 8513
SUMMARY: Under general supervision, performs specialized and data intensive duties for City utilities; processes utility bills and payments, and provides information and assistance to customers.
DISTINGUISHING CHARACTERISTICS: The Utilities Customer Service Representative, Lead is the advanced journey level classification within the Customer Service Representative series, responsible for performing the most specialized and complex work assigned to the series. Incumbents are expected to work independently and assume higher responsibility for researching and maintaining customer accounts. This is a single incumbent classification assigned tasks above the journey level and assigned lead responsibilities over Utilities Customer Service Representatives, Utilities Customer Service Representative, Senior, and Metering staff.
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:
• Leads, trains, and provides daily work direction over designated staff. • Performs complex and difficult duties including review of internal metering data, record keeping, cash control, drafting letters, and file maintenance which require extensive analysis and independent judgment beyond the scope of a Utilities Customer Service Representative, Senior. • Interacts with the public in person, over the telephone or by e-mail while performing input and retrieval of billing information into automated utility billing system and automated cashiering system. Interprets or explains divisional policies, procedures, regulations, codes, various utility bill rates and fees, and current utility services to the public.
• Receives, prepares, and reviews bill payments for utility services including gas, water and electric, and reviews and processes accounting transactions, customer documentation, final notices, disconnections, 48- hour call-ons, and new customer applications in compliance with all applicable policies, rules, and regulations.
• Researches inquiries and analyzes records to correct billing discrepancies, makes credit adjustments and refunds; maintains related accounts, and provides improvement recommendations. • Prepares and balances bank deposit slips and receipts for cash and checks as required; verifies inputs and tabulates data to prepare charts, graphs, tables, reports, and utility bills manually or by utilizing a personal computer, calculator, or remittance process, and reviews the work of designated staff. • Compiles information and distributes finished material by mail, e-mail, facsimile machine, or by inter-office delivery, uploads confidential billing into secured FTP sites. • Prepares and reviews daily and special reports as needed for customer service division operation. • Monitors cash funds, receives monies, makes out receipts, audits various data processing documents, reconciles,and balances accounts or statements, and performs mathematicalcomputations with a computer terminal, calculator, personal computer, or manually.
• Verifies records and documents for clerical and arithmetic accuracy, completeness, and compliance with established standards and procedures, trains designated staff how to make necessary corrections.
Utilities Customer Service Representative, Lead Vernon CA 2 of 2 • Handles the mostchallenging customer/billing issues, which include, net metering, multi-time of use meters. • Provides information and assistance to customers; responds to basic and complex requests for information and resolves problems within the scope of authority; explains City policies and rates. • Participates in the development, implementation and management of value-added utility programs and services which include customer energy efficiency programs for electric, gas, fiber, and water services. • Works to maintain and build effective relationships with City residents and business community while effectively promoting city programs to key accounts. Supports the relationship between the City of Vernon and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.
MINIMUM QUALIFICATIONS:
Education, Training and Experience Guidelines:
High School Diploma or GED equivalent; AND five years of progressively responsible customer service experience to include cashiering, account collection and computer experience, including two years of lead or supervisory experience in related field, supplemented with related coursework.
Knowledge of:
• City organization, operations, policies, and procedures. • Principles of public utility record keeping and records management. • Principles and practices of effective employee supervision. • Business and personal computers, and standard and specialized software applications. • Customer service standards and protocols.
Skill in:
• Performing work with accuracy and attention to detail. • Following and enforcing verbal and written instructions and procedures. • Leading and reviewing the work of other employees.
• Managing situations requiring diplomacy, fairness, firmness, and sound judgment. • Establishing and maintaining cooperative working relationships with co-workers. • Communicating effectively verbally and in writing.
• Dealing tactfully and courteously with the general public, co-workers, vendors, and customers.
LICENSE AND CERTIFICATION REQUIREMENTS:
A valid California State Driver’s License is required.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT:
Work is performed in a standard office environment.