Under direction of the City Treasurer, provides initial customer contact for the City of St. George through personal, verbal, and written communication. Provides customer service, utility billing information, receipting of payments, and collection of past due accounts.
Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all functions and tasks performed by positions in this class.)
1. Answers telephones or meets with customers to resolve billing questions, rates, abnormal or erroneous readings, and requests for changes in services, connects, and disconnects. Assists public with questions and concerns related to billing process and procedures and costs for licenses and permits.
2. Receives payments from public for all utility bills, issues receipts, and distributes to appropriate funds by accurately entering information into the cash receipting systems.
3. Processes checks returned for non-sufficient funds, and determines if customers need to have service terminated due to lack of proper payment.
4. Balances amounts received from public or other departments daily.
5. Reviews and researches account histories to verify amounts due. Calculates balance due for customers’ partial payments.
6. Calms irate and abusive customers. Responds to customer comments and complaints as rapidly as possible with correct information. May refer difficult situations to supervisors.
7. Determines repayment schedules and works with City Attorney and/or collection agencies in collection of delinquent accounts, including through small claims court.
8. Determines customers to have service terminated due to lack of payment and amounts to be written off as uncollectible following established guidelines. Prepares bi-monthly shut off of services for delinquent accounts and corresponds with service crews to reconnect when paid.
9. Responds to other agencies or organizations requesting credit rating information.
10. Coordinates with water and power service crews in connecting new services or terminating existing services.
11. Completes orders for changes to customers’ accounts and notes such changes in the computer database.
12. Alerts management to apparent computer system problems by noting discrepancies in utility records.
13. May be assigned lead responsibility for a particular, more detailed function relative to customer service such as collections, new services, maintenance of filing or tracking systems for service, payment arrangements, etc.
14. May use additional computer programs to compute interest due on delinquent accounts referred for collection.
15. Calms irate and abusive customers who have had power or water services disconnected due to delinquency of payment or deposit requirements. Establishes a payment plan for such customers. Corresponds with service crews to reconnect upon receipt of payment or acceptable payment arrangements.
16. Performs other related duties as required.
Typical Physical/Mental Demands/Working Conditions
Office environment. Light physical effort. Infrequent lifting of light weights up to 15 pounds. May include sitting or standing for extended periods while operating assigned equipment. Considerable exposure to stress as a result of human behavior.
Education: High school diploma or equivalent.
Experience: Minimum of three (3) years full time paid customer service experience related to the duties listed for this position.
Knowledge, Skills, and Abilities
• City policies and procedures governing utility payments.
• Basic procedures of record and bookkeeping.
• Correct English usage, spelling, punctuation, and grammar.
• Standard office practices and procedures.
• General collection policies, practices, and related laws.
• Microsoft Office products: Word, Excel, and Outlook.
• Counting change.
• Operating standard office equipment, including computer terminals, 10-key machines, cash registers, photocopy machines, etc.
• Effectively communicate with citizens, including ability to elicit information from upset and irate citizens.
• Exercise good judgment, and make sound decisions.
• Perform math calculations accurately.
• Research data.
• Understand and follow oral and written instructions.
• Communicate clearly and concisely in both oral and written form.
• Establish and maintain cooperative working relationships with those contacted in course of work.
To Apply: Submit a completed City of St. George Employment Application on-line at jobs.sgcity.org. Position closes 6/2/2017 at 5:00 p.m. or until filled, whichever occurs first. Applications will be reviewed on an ongoing basis. Refer questions to Human Resources at 435-627-4670. Pre-employment drug screening and criminal background check is required. EOE. We make reasonable efforts to provide reasonable accommodation to disabled candidates.