Utilities Customer Service Representative Ii

• This position may be required to work Saturday hours.

Duties may include, but are not limited to, the following:

• Use a calculator to check and compute some utility bills and related data; make manual arithmetic calculations; perform cashier duties and setting up various services.
• Check records and papers for clerical and arithmetic accuracy, completeness, and compliance with established standards and procedures; provide oversight, training, and assistance to lower level staff ensuring integrity, accuracy, and transparency in all customer service activities and billing inquiries.
• Interpret and explain a customer's account by using knowledge of applicable rules and rate schedules; assist with billing or other accounting discrepancies.
• Sort, code, and file correspondence, forms, documents, and other materials numerically, alphabetically, or by other predetermined classifications.
• Use and employ computer, software programs, applications, other technology, and other office equipment to carry out customer service functions.
• Provide extensive public utilities customer service activities for residential and commercial customers in the City; provide experience in billing and collections, programs and services, 311 and UOC dispatch, and various other miscellaneous customer service activities.
• Act and service as a counter representative or telephone representative; receive, accept, and process applications for utility service; engages competently with potential and current customers and answers customer billing inquiries and concerns.
• Audit various data processing documents; provide clerical and technical insight in the review and evaluation of accounts and billing; enhances customer experience through communication and transparency.
• Open and distribute mail, type various letters and forms, and perform other administrative and clerical work for the department.
• Cross train with co-workers as required.
• Perform other similar duties as assigned.
• Analyze and review a customer's credit history to determine whether an extension may be granted; assist in rectifying and resolving accounting delinquencies and other disparities.

Education:

• High School graduation or satisfactory equivalent (GED).

• Two (2) years of experience performing duties comparable to those of a Utilities Customer Service Representative I in the City of Riverside.

• 2 years or more of cashier experience
• 5 years or more of experience providing excellent customer service to both internal and external customers
• Work experience with Utility rates or municipal government
• High Volume Call Center experience

DOCUMENTS REQUIRED AT THE TIME OF APPLICATION:
1) Completed Employment Application
2) Completed Supplemental Questionnaire
FOR GENERAL INFORMATION ON COMPLETING YOUR ON-LINE APPLICATION, CLICK HERE: (Application Guide). (Download PDF reader)

• An equivalency statement from an evaluation company certified by the National Association of Credential Evaluation Services (NACES) at http://www.naces.org/members.html or the Association of International Credential Evaluators Inc. (AICE) at http://aice-eval.org/members/.
• An advanced-level degree from an accredited US college or university.