Utilities Customer Service Representative Iii

The Position
The City of Riverside, Public Utilities Department (RPU) is accepting applications for the position of UTILITIES CUTOMER SERVICE REPRESENTATIVE III to fill one (1) vacancy in the Credit and Collection Division. The eligibility list established may be used to fill the current and/or upcoming vacancies within this classification for up to six (6) months.
The current Utilities Customer Service Representative III vacancy in the Administration Call Center will provide customer service and support, assist in resolving higher level complaints and issues, coach and develop Customer Service Representative I/II staff , communicate with Executive staff, run reports, and fulfill various other related duties as necessary.
The Utilities Customer Service Representative III oversees, leads, participates in customer service-related activities and work involving customer contact and interaction by telephone and in person. Performs related office, clerical, and administrative work.

• This position may be required to work Saturday hours. Work Performed Duties may include, but are not limited to, the following:
• Prepare financial spreadsheets and reports for customers upon request.
• Interprets and explains customer's account by using knowledge of applicable rules and rate schedules; assist in effectively communicating account discrepancies.
• Lead contact to Electric Engineering/Planning team in establishing new premises and cell sites.
• Use and employ computer, software programs, applications, other technology, and other office equipment to carry out customer service functions.
• 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; coordinate payment arrangements or payments on past due accounts; perform basic accounting functions or record keeping within customer accounts and make manual arithmetic calculations.
• Provide first level contact for escalated public utilities customer service concerns for residential and commercial customers; effectively works to resolve challenging customer service situations. Provides advanced experience in account analyzation; credit and collections, programs and services, 311 and dispatch, and various other miscellaneous customer service activities; serves as a professional point of contact.
• Perform other related duties as assigned.
• Participate in the development, implementation, and training of customer service procedures and policies, check records and papers for clerical accuracy and compliance with established standards and procedures.
• Act and service as a counter representative or telephone representative; receive, accept, and process applications for utility service; handle politically sensitive public concerns made through the 311 and utility billing systems.
• Participate in the development and implementation of, and training of customer service procedures and policies, check records and papers for clerical accuracy and compliance with established standards and procedures.
• Effectively analyze customer accounts and provide first level of escalated calls as needed. 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.
• Sort, code, and file correspondence, forms, documents, and other materials numerically, alphabetically, or by other predetermined classifications.
• Lead trainer for customer service representatives.

Qualifications
Education : High School graduation or satisfactory equivalent (GED).
Experience : Three (3) years of experience performing duties comparable to those of a Utilities Customer Service Representative II in the City of Riverside.
Highly Desired Qualifications

• Experience in the administration and collection of late payments
• Experience in taking a lead role serving as technical resource
• Knowledge of utility programs or services

Selection Process
Documents Required At The Time Of Application

• Completed Supplemental Questionnaire
• Completed Employment Application

FOR GENERAL INFORMATION ON COMPLETING YOUR ON-LINE APPLICATION, CLICK HERE: ( Application Guide).
The selection process will begin with an employment application package screening, with the best qualified candidates being invited to participate further in the assessment process. This process may include any combination of written, performance, and oral assessments to evaluate job-related education, experience, knowledge, skills, and abilities. Those who successfully complete the selection process will be placed on the eligibility list for this classification.
Important Information On Scheduling Assessments
If you are selected to move forward in the assessment process, you may be required to self-schedule your appointment. You will be notified via email of your status and provided with self-scheduling instructions. Please check your email regularly following the closing date of this recruitment.
Positions that require, or may require, a California Commercial Driver's License are considered Safety Sensitive and are monitored by the U.S. Department of Transportation. Any candidate being considered for a Safety Sensitive position must submit authorization forms to the City immediately upon request to begin the pre-employment process.
It is the responsibility of candidates with a disability requiring accommodation in the assessment process to contact the Human Resources Department in writing to request such accommodation prior to the closing date of this recruitment.
Appointment may be subject to the successful completion of a pre-employment background investigation, drug screen, and/or medical/ physical examination .
NOTE : The City reserves the right to modify selection devices and test instruments in accordance with accepted legal, ethical, and professional standards. Candidates may reapply when there is a posting to establish an eligibility list.
Educational Requirements
Proof of education listed in your application will be requested at the time of conditional offer. Acceptable documentation consists of transcripts or degree, if applicable, by the accredited U.S. college or university.
Education obtained outside the United States (US) require one of the following options:

• 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.

All applicants will be notified via e-mail or telephone of their application status and the assessment dates/times/locations after the closing date of this announcement.
THE PROVISIONS OF THIS JOB ANNOUNCEMENT DO NOT CONSTITUTE AN EXPRESSED OR IMPLIED CONTRACT.