South Tahoe Public Utility District Job Description

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1 South Tahoe Public Utility District Job Description JOB TITLE: Customer Service Representative UPDATED: November, 2003 DEPT: Customer Service APPROVED STPUD: NH APPROVED LOCAL 39: KOH JOB SUMMARY: Under the direction of the Customer Service Supervisor, or the Customer Service Manager, performs a variety of tasks related to customer service, including plan review and a number of accounting functions, including but not limited to customer billing, revenue collection, and maintaining District customer records. ESSENTIAL FUNCTIONS: 1. Supports the Customer Service Supervisor and Customer Service Manager in achieving the department s and the District s mission, plans, objectives and values. 2. Answers incoming telephone calls on multi-line phone system and responds to routine questions from the public. Using utility billing software, compiles reports and necessary documents, historical data, billing/account statements and other information necessary to answer customers inquiries. 3. Receives and records public requests for water/sewer maintenance services, and relays work orders to appropriate departments using telephone and two-way radio. 4. Inputs service/repair records utilizing preventative maintenance utility software. 5. Inputs work orders for new residential service lines. 6. Handles dispatch of emergency calls and contacts all agencies required to be informed of such emergencies. 7. Monitors crews in regards to Confined Space Entry time in and time out. 8. Reviews residential building plans to ensure compliance with District Administrative Code and processes application for appropriate scheduling of final water and sewer inspections for all residential and commercial construction. 9. As dictated by the Administrative Code, reviews residential plans and determines whether an air test will be required on property. 10. Assists Inspection Department in conduction inspections of residential properties to confirm a proper sewer unit count. Page 1 of 6

2 11. Assists Inspection Department in conducting Commercial Plan Checklist, including water evaluation forms and knowledge of other pertinent requirements in a preliminary scan of Plans. 12. Organizes and performs a variety of complex and responsible bookkeeping duties related to customer accounts, including: a. Receivables b. Month-end and fiscal year-end balances c. Daily compilation and calculation of deposit d. Posts payments to customer accounts e. Prepares and maintains all ledgers and reports, including the Top 10 list for the Consolidated Annual Financial Report f. Assists Accounting Manager in reconciling utility billing to the general ledger g. Maintains and audits cash drawers as needed h. Reconciles cash receipts in a timely manner i. Provides auditors with any reports and records as requested j. Maintains procedure manual. 13. Pursues the collection and arranges payment for delinquent accounts in accordance with the District Administrative Code. Posts delinquent property with 48-hour shut-off notices when applicable. 14. Prepares tax roll for El Dorado County Tax Assessor on an annual basis. Prepares release of liens. Follows up on bankruptcies and foreclosure notices. Represents the District at Board meetings in bill investigation hearings/disputes. Prepares demands to collect from escrow accounts. 15. Under the supervision of the Customer Service Supervisor, administers and maintains accurate and timely accounts receivable for residential and commercial water, sewer and street light billing accounts quarterly. 16. Assists the Customer Service Supervisor with the direction of temporary help. 17. Fills in as Acting Supervisor in the absence of the Customer Service Supervisor. 18. Assists Inspection Department in meter inventory by stocking residential water meters and notifying when inspectors need to order more meters. Assists in assembly of meters. OTHER FUNCTIONS: 1. As required by departmental needs, obtains Notary Public certificate within 18 months of hire, and performs Notary duties for the Customer Service Office. 2. Performs various administrative support necessary, including assessment of customer special needs and various other related duties as assigned by supervisor. Page 2 of 6

3 JOB SPECIFICATIONS: EDUCATION 1. Requires high school diploma or equivalent. 2. Within two (2) years of hire date, requires a minimum of 40 hours of training/certification relevant to job specifications, with ongoing continuing education as needed. 3. Requires refresher courses on collection procedures, lien procedures and Acting Supervisor role, up to 8 hours per year. EPERIENCE Requires at least two (2) years previous clerical/customer service experience, preferable in the utility industry. RESPONSIBILITY 1. Responsible for accurate accounts receivable maintenance. 2. Responsible for the enforcement of District Administrative Code. 3. Responsible for collection of delinquent accounts. 4. Responsible for posting of checks and cash payments received, ensuring effective District customer relations. 5. Responsible for maintaining confidentiality on sensitive information as required by law. 6. Requires ability to work independently with minimal supervision. PHYSICAL REQUIREMENTS 1. Requires ability to work in typical office environment involving sitting, bending, standing, reaching, and lifting up to 50 pounds. 2. Requires physical ability to lift both parcel books and grid maps to aid customers and contractors with questions. 3. Requires ample amount of strength to generate bills on the District s printer, and to sort, burst and prepare same for mailing. 4. Requires ability to communicate with customers in person and on the telephone. Page 3 of 6

4 5. Requires the ability to work in the field as necessary for the posting of delinquent notices. 6. See attached Job Analysis for complete physical requirements. PROFICIENCY REQUIREMENTS: 1. Requires the ability to interact with customers in the office and the field in a professional manner. Requires the ability to interpret and apply District policies, Administrative Code, regulations, procedures, standards and requirements related to area of responsibility. 2. Requires the ability to communicate effectively, tactfully, and clearly in person, by telephone, and in writing with customers and other District staff. Proper usage of grammar, punctuation, vocabulary and spelling is necessary. 3. Requires the ability to perform wide range of customer service functions with speed and accuracy and apply good judgment in recognizing scope of authority. 4. Requires the ability to perform multiple and diverse tasks concurrently in a highly pressurized work environment. 5. Requires the ability to perform basic and complex math computations and demonstrate proactive problem solving skills. 6. Requires working knowledge of District preventive maintenance, accounting, and utility billing systems within 18 months of hire. 7. Requires the ability to read, understand and follow moderately complex written or verbal instructions and, with supervision, to follow up with appropriate analysis of situations, data and documents. 8. Requires the ability to establish and maintain cooperative relationships with co-workers and supervisors diverse personalities in a team-oriented environment. 9. Must be able to type at a corrected speed of 50 words per minute; accurately and efficiently operate a 10-key calculator by touch at a rate of 200 keystrokes per minute, and be experienced in the input of information to computerized data base system. 10. Requires working knowledge of current office methods, procedures, and equipment including computer proficiency in word processing and standard computer spreadsheet applications. 11. Requires a valid, current drivers license, acceptable by the State of California, with a driving record which enables insurability. 12. Must have current, valid CPR and First Aid certificates. Page 4 of 6

5 Job Specific Body Movements Sitting Standing Walking Driving Hearing Speaking Lifting 1-20 lbs Lifting lbs Lifting 50+ lbs Working/reaching above shoulder Working w/arms shoulder level Working with body bent over at waist Working in kneeling position Crawling Climbing stairs Climbing ladder Major Hand Pulling Pushing Fine Manipulation Typing/Keyboard Writing Simple Grasping Filing Power Grip Tools Equipment Hand Twisting Folding JOB ANALYSIS FORM Occasionally Frequently 1/3 of time or less 1/3 2/3 of time 60% of day 30% of day 40% of day 20% of day Continuously More than 2/3 of time 100% of day 100% of day Page 5 of 6

6 Height from floor of objects to be reached or worked on: OBJECT HEIGHT Front Counter 43 Highest Shelf 70 Desks 26 EQUIPMENT USED Typewriter, personal computer and printer, 10-key calculator, Utility Billing System, preventative maintenance software, telephone, District radio and paging system, copy machine, fax machine burster, bill printer, microfiche, automatic letter opener, check endorser, cash drawer, postage machine, parcel books, water/sewer grid books, various stamps, permit application/cards. WORKING CONDITIONS Predominant work environment is that of an indoor office. Fast-paced office setting with everchanging priorities and continuous deadlines. Exposure to unpleasant odors at times, and potential exposure to chlorine leak. Limited office space which can become crowded and noisy. Sufficient lighting, including natural and florescent. Occasional warm temperatures due to lack of air conditioning. May be required to wear escape respirator in the event of a chlorine leak. Page 6 of 6

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