Hybrid Utilities Customer Service Specialist II bei City of Bastrop (TX), TX

About the Department

Position Duties

ESSENTIAL JOB 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.  Essential duties and responsibilities may include, but are not limited to, the following:

Primary Essential Duties and Responsibilities

• Respond to a wide variety of requests for information from various entities, i.e., City personnel, the public, various organizations, and agencies.  
• Process routine customer requests and/or complaints, direct non-routine issues and concerns to the supervisor or relevant department(s).  
• Provide information regarding billing and fee structures, delinquent payments, and account status.
• Process work orders to field personnel and appropriate departments.  
• Process work orders within billing program (ERP/Incode) to allow billing process to complete.
• Process and activate new accounts, close accounts, process deposit funds, restore services, and update account information.
• Responsible for receiving payments in multiple forms, maintaining and reconciling cash drawers daily; uses proper internal controls.
• Provide status updates to staff and customers in person and over the telephone during any interruptions of utility services.  Incumbent will be required to remain in the office to answer telephones during regular office hours (that was not previously scheduled time off) when this occurs.
• Perform scanning and/or filing duties to include work orders, connects, disconnects, and other related utilities documentation; all documents are filed electronically in appropriate file.   
• Perform data entry in the maintenance of various records, files and accounts according to area of placement.
• Research of deposit entry for backup documentation to reconciliations.
• Answer incoming calls, assist customers with utility inquiries or provide assistance in locating the appropriate department or entity. 
• Emergency Management training and participation when the need arises, performing duties as assigned.
• Accomplish a thorough understanding of department policies and processes, billing rate structures and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns.
• Must have the ability to work independently under the City’s utility policies and office procedures with minimal direct supervision and assistance.

• Prepare bank deposits, audit deposits, and transport deposits to bank.
• Deliver mail to Post Office and pick up City mail. 
• Perform other related work and duties as assigned.

• General office hours are 8:00 a.m. – 5:00 p.m.; on occasion staff is required to work extended hours, sometimes later than 5:30 p.m., to balance tills and credit cards.  Work outside of the general schedule may be required at times for meetings and special events. 
• The position will be required to open the drive-thru window on a rotating basis as assigned, requiring work hours from 7:00 a.m. – 5:00 p.m.   
• Regular and consistent attendance for the assigned work hours is essential; leave scheduled should be managed so as to not interfere with the ability to accomplish tasks, including assignments with deadlines and special projects.
• Must be able to work during emergency situations as required, this could mean in the office or remotely (assigned by emergency management team or supervisor).  

Minimum Qualifications

Education, Training and Experience Guidelines

• High school diploma or GED; supplemented by three (3) to four (4) years of progressively responsible financial administrative support experience in customer service that demonstrates aptitude for numerical accuracy, with specific experience in processing payments, account maintenance, and other support tasks. 
• Customer service experience must be at an exceptional level.
• Must have advanced office and computer experience.
• 10-key by touch
• Any equivalent combination of education, training, and experience which demonstrates the required knowledge, skills, and abilities to perform the duties.   

• Must have exceptional customer service skills including the ability to exercise consistent tact and courtesy in frequent public contact.
• Thorough knowledge of account and record maintenance principles and practices.   
• Thorough knowledge of modern office practices and procedures to include Microsoft Excel and Word.
• Considerable knowledge of principles of effective administration, to include coordinating, planning, and multi-tasking.
• Skill in both written and oral communications for effective expression of concepts in dealing with customers and co-workers.
• Ability to apply analytical and interpretive skills to problem solving.
• Ability to exercise sound judgment and make independent decisions in accordance with established policies and procedures.
• Ability to establish and maintain effective working relationships with supervisor, support staff and other departments/agencies position interacts with.
• Ability to analyze, organize and review work for established policy standards, efficient results and accuracy.
• Ability to utilize modern office equipment and computer programs in common applications. 
• Ability to demonstrate thorough knowledge and operation of the City’s current billing programs.
• Ability to add, subtract, multiply, and divide; calculate decimals and percentages; compute discount.
• Ability to perform data entry.
• Ability to operate a 10-key calculator by touch.
• Ability to perform as a member of a team, supporting co-workers, and demonstrating such interpersonal skills with multiple departments.
• Strong multi-tasking skills with the ability to redirect attention and/or concentration from one task to another effortlessly, without hesitation, and with acute attention to detail.   
• Must be able to multi-task while prioritizing tasks and addressing the most critical and pressing demands first.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

Most tasks are essentially sedentary, with occasional walking, bending, light lifting (5-20 pounds), driving a vehicle, or other restricted physical activities. Some tasks involve some physical effort, i.e., standing and walking, or frequent moderate lifting (20-50 pounds), minimal dexterity in the use of fingers, limbs, or body in the operation of office equipment.  Tasks may involve extended periods of time at a keyboard or workstation.

Sensory Requirements:

• Some tasks may require sound perception and discrimination.
• Some tasks may require visual perception and discrimination. 
• Some tasks may require oral communications ability.

Other Qualifications

The City of Bastrop is an Equal Employment Opportunity Employer (EEO) and values diversity in its workforce. As an EEO employer, the City provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.