Listing Summary

The job is open until filled. 

Employment applications can be found online at www.citypalmetto.com

Resumes and applications can be submitted at sredic@citypalmetto.com

 

Customer Service Representative – Utility Billing Tech  

Job Summary: The Customer Service Representatives (or CSRs) for the City of Palmetto are critical to meeting the needs of the public and to presenting a quality level of service to customers. These individuals are our first point of service for utility billing, utility account set up, permits, sanitation, event space rental, special events, cemetery participants, and all other broad questions, concerns, and answers for the public that we serve. Another important responsibility of the Customer Service Representative is that they serve as the first impression for the Offices of the Mayor, the City Administrator, and the City Clerk.

The City of Palmetto staffs four Customer Service Representations – two in the foreground of the Customer Service Campus, two in the background of the campus. Individuals who are positioned in the foreground specialize in greeting customers, opening and logging mail, taking payments, and answering the phones. Individuals positioned in the background specialize in Utility Billing and Permits and Licenses as well as taking payments and answering the phones. Each CRS is cross trained to ensure Palmetto’s customers are always served with excellence.

The first job at every position is to answer the phones.

Major Duties:

• Answer phone calls as they come into City Hall; and
• Take detailed messages in the message journals and/or software provided to provide quality information for the correct department; and
• Check voice mails daily and return all messages within 24 hours if possible; and

• Take payments for utilities, rental spaces, permits, open records requests, zoning applications, cemetery services, temporary meters, and a variety of other fees related to administrative functions; and
• Post payments in the appropriate manner to customer accounts; and
• Process utility bills generated from meter readings; mail utility bills monthly;
• Receive and process, in a timely manner, requests for new utility service; enters customers personal information to set up new account;
• Receive and address customer concerns, complaints and suggestions regarding utility services;
• Processes meter work orders for new service, to recheck meter readings, and to disconnect and reconnect service; processes other work orders such as replacing security and street lights and removing road debris;
• Processes homeowner refund checks;
• Opens and processes utility payments;
• Loads and analysis meter readings for water/sewer and electric; and
• Calculates bills for utilities; and
• Submit workorders for rereads and new service; and
• Monitors current utility accounts on an on-going basis to spot fluctuations that may warrant further attention; and
• Compiles and analyze critical data for all consumption and usage reports; and
• Responsible for Cycle I utility billing for residential and local businesses;
• Responsible for Cycle II utility billing for warehouse and large load customers; and
• Responsible for researching and administering adjustments for reading errors, leaks, and other billing and usage issues; and
• Prepares taxes for electric usage to submit to the Finance Department for payment of state taxes; and
• Track deposit refunds and deposits applied on an excel spreadsheet or software; and
• Completes various month ends reports that are used for the yearly audit;
• Types documents, forms and other correspondences as necessary;
• Assist other staff when necessary;
• Establish new accounts for utilities and run appropriate credit reports for deposits; and
• Execute rental space agreements in accordance with all rules and policies, including collecting complete information and distributing the information to the appropriate employees; and
• Responsible for the funds and transactions of their cash drawer and is responsible for balancing their drawer every day in preparation for the Finance Department; and
• Applies postage on mail as needed and sends certified mail when required; and
• Issues receipts through the Cash Drawer interface and, when appropriate, records miscellaneous receipts in the receipt book; and
• Prepares information for Open Records Requests when required; and
• Keeps their work area orderly so as not to disrupt the flow of work; and
• Participates in keeping the City Hall work area orderly (lobby, conference room, entrance, copier, vault, etc.)
• Unlocks and locks the front door at the beginning and ending of shift if necessary; and
• Cleans up in the kitchen and may from time to time have to remove garbage recycling from city hall; and
• Participates in relevant training as directed by Department Head; and
• Participates in weekend training when required; and
• Works to deliver accurate and professional information in a timely manner; and
• Records and totals time sheets for approval by department head; and
• Performs related work as required.
• Contacts sanitation company to add new customers, to request garbage cans and recycling bins and to report any concerns;

Knowledge Required by the Position:

• Knowledge of modern office practices, methods, equipment, and procedures; and

• Knowledge of Palmetto policies and procedures; and
• Ability to read and comprehend policies, codes, and instructions to successfully complete and submit all city, county, state, and federal reports when applicable; and
• Will complete mathematical calculations as needed; and
• Must use independent judgement in routine situations that occur; and
• Must learn and apply new skills needed to promote efficient completion of duties; and
• Has comprehensive knowledge of computer applications and the utilization of such in completing related tasks; and
• Knows of the reports, records, files and letters that must be prepared, processed, and maintained in order to meet the requirements of the department; and
• Must maintain an effective filing system; and
• Ability to earn and maintain Notary Certification; and
• Ability to multitask in a demanding environment without communicating stress or irritation with the customers; and
• Has the ability to compile, organize, prepare, and maintain an assortment of records, reports, and related information; and
• Ability to work effectively and efficiently as part of a team environment, while providing courteous and professional service to the public; and
• Skill in the operation of modern office equipment and computer software; and
• Ability to understand complex utility issues to communicate effectively with the public; and
• Ability to handwrite in a manner that is legible; and

• Ability to operate the department's equipment in a safe and efficient manner; and

• Ability to understand and follow oral and written instructions; and
• Ability to communicate clearly and effectively, orally and in writing; and
• Ability to establish and maintain effective working relationships with City employees, City officials and the public.

Knowledge Required by the Position:

• Knowledge of modern office procedures and practices; and
• Knowledge of general accounting practices; and
• Knowledge of general office practices; and
• Knowledge of City ordinances, policies and procedures; and
• Skill in dealing with the public; and
• Skill in using the computer; and
• Skill in performing basic and intermediate mathematical calculations; and
• Skill in oral and written communication; and
• Ability to maintain accounting and clerical records and prepare reports from such records; and
• Ability to work with a certain degree of independence.

 

Supervisory Controls: Work is performed under the general supervision of the City Clerk and is reviewed through evaluation of the efficiency and effectiveness of the functions of City Hall’s Customer Service campus and all functions of utility billing.

Hours: Most work hours will be between 8am and 5pm, but occasionally for training or city events, there may be a requirement to work a weeknight and/or a Saturday. Balancing the cash drawer is a daily requirement and may extend hours depending on the customer volume and number of transactions.

  

Guidelines:  Guidelines include any direction that comes from the City Clerk, Finance Director, City Administrator, departmental policies and procedures, the City Charter, Code of Ordinances, personnel policies and procedures, best practices in the permits and licenses field, county, state, and federal guidelines and laws, and the State of Georgia Ethics Code.

 

Intelligence and complexity: Requires the ability to learn and understand extremely complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation.

Scope and Effect: The purpose of this position is facilitate, manage, calculate, and issue utility bills for the City of Palmetto. The individual in this position must dress and behave in a professional manner and will address and engage with the public in a way that promotes excellence in customer service. Utility Billing is critical to the City of Palmetto’s services and financial solvency.

Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow verbal and written instructions.

Personal Contacts: Contacts are typically with the City Clerk, Finance Director, City Administrator, and the Mayor and Council as well as co-workers from all departments, and the public.

Physical Demands: The work is typically performed with the employee standing for extended periods of time, sitting at a desk, and walking around the office. This individual may have to lift boxes, move chairs from one room to the next, carry a drawer filled with cash, and other small tasks as required.

 

Supervisory and Management Responsibilities: There are no supervisory or management responsibilities.

Minimum Qualifications:

High School Graduation, ability to answer phones, speak clearly, write legible messages, maintain a balanced and cool temperament, work in a demanding environment that requires one to respond to multiple customers at once.

 

Preferred Qualifications:

Communicates in Spanish