Safety Status: None

SUMMARY

Performs online utility account (electric, water, sewer and refuse) maintenance and research; processes all types of payments for utility service and general government; communicates with the public by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Reporting relationships, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position. Other duties may be assigned.

This position’s primary focus is responding or forwarding to the proper staff member the more than 31,300 annual emails received by the department’s general email address.

Participates in the provision of customer service to approximately 30,000 combined utility customers, answering approximately 59,000 phone calls a year and the processing of approximately $129,000,000 in utility and general City payments each year.

Accepts, enters and balances payments and deposits monies.

Processes reports and payments from online sources such as payment website and IVR payment systems. Validate and update accounts for paperless and automatic payment methods.

Monitor department email mailbox for customer questions and other correspondence.

Enters information in billing software, especially bank draft and average billing information.

Answers phone, email, and in-person inquiries about utility accounts and general City information. Primary point of contact for the department's email account.

Operates and uses imaging software for archiving and research.

Researches customer complaints and comments, then communicates results to the customer.

Researches customer payments and determines if a payment has been misapplied.

Set-up, transfer and terminate utility services.

Notate accounts with pertinent information.

Review accounts to ensure qualified for extensions upon customer request and grant or deny extensions based on City policy.

Prepare adjustments to utility accounts.

Communicate by radio, in person, by phone and email with staff and customers.

Operates office machines and works in a safe manner.

Maintains various files.

Prepare various forms.

Process returned mail.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS

Must have demonstrated skills in Microsoft Word, Excel, Outlook or other similar software and have the ability to learn and operate in a variety of software programs.

CERTIFICATES, LICENSES, REGISTRATIONS

Must be able to be bonded in the State of

Arkansas.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.