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HomeMy WebLinkAboutField Customer Service Collection RepresentativePage 1 of 2 City of Georgetown JOB DESCRIPTION Job Title: Field Customer Service Effective Date: 10/01/2012 FLSA Category: Non-exempt Revision Date: XX/XX/XXXX SUMMARY: Responsible for the accurate and timely disconnection and reconnection of water and electric meters for non-payment of the utility account, providing excellent customer service by addressing customer issues and concerns in the field. ESSENTIAL 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. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following: • Maintains the authority to provide extensions to customers, reviewing payment histories and making professional decisions as to the terms of the extensions. • Conducts irrigation system audits, evaluating consumption data, recommending irrigation controller settings and suggesting more efficient water usage options. • Maintains an awareness of the status of disconnected accounts, and for performing frequent checks for the detection of any thefts of service; coordinates with the Collections Supervisor and the Police Department when a theft of service does occur. • Prepares and updates list of customers to be disconnected for nonpayment, including archiving the list and verifying that all work orders associated with disconnects have been completed correctly • Backs up both Customer Service Representatives and Field Customer Service Technicians, as needed. • Prepares and transmits file for automated telephone reminders, for those customers who are delinquent and are scheduled to be disconnected for nonpayment • Upkeeps of City provided equipment, such as the regular servicing of the City-provided vehicle and its appearance, monitoring its operational condition and keeping it clean and washed. • Performs other utility related duties as needed MINIMUM QUALIFICATIONS: Education, training and Experience Guidelines High school diploma or equivalent. Two years of full-time work experience in a utility and customer service experience. OR Any equivalent combination of experience and training. Knowledge of: • Computer software • Utilities procedures and safety Skill in: • Reading, recording and reporting utilities use accurately • Communicating effectively • Balancing small amounts of cash • Reading meters and work orders • Writing utilities usage reports, filling out time sheets. • Performing basic mathematical calculations; balance field cash box • Interpreting and carrying out work orders accurately LICENSES AND CERTIFICATION REQUIREMENTS Valid Class C driver's license Page 2 of 2 PHYSICAL DEMANDS AND WORKING ENVIRONMENT Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, use of foot controls. Weather extremes, dog bites, insects, angry/hostile customers