Customer Account Representative

Description

The purpose of this position is to assist customers of the City of Danville with accounts pertaining to utilities, personal property and real estate taxes and miscellaneous accounts. This is accomplished by responding to walk-in customers as well as telephone inquiries. The position assist customers with establishing new utilities services as well as processing service terminations. This position also maintains various data, records and files and coordinates state and local financial assistance for utilities customers, and other correspondences.

The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Handles customer inquiries and complaints (telephone and walk-in) regarding utilities, taxes (real estate and personal property) and miscellaneous accounts. Assist customers with establishing new utilities services as well as processing service terminations. Process utilities contracts, send follow-up letters; copying, faxing and scanning documents; and quoting deposit amounts. Follows all City, Department and Division policies and procedures.
• Coordinates state and local aid for utility customers by preparing credit authorizations to be sent to local Social Services Department; entering payment pledges on customer accounts in the utility system; receiving payment from the state and preparing for cashier posting; generating an electronic payment request file to go to state and receiving them; and maintaining paper files to substantiate payment requests and receipts.
• Assists customers for enrollment, discontinue enrollment in equal pay plan and bank draft plan.
• Performs new construction clerk duties by assisting contractors for commercial and residential properties with establishing new accounts; issuing orders for services; and coordinating with authorized personnel for contract signatures and payments.
• Process request for water taps and fees according to proper estimates; initiate orders to water division and electric division; providing to billing office; logging information in tap log; and filing estimates.
• Maintains the landlord call in and list for auto-move in landlords and property owners; updating and purging lists as needed
• Handles file maintenance by filing numerous documents such as contracts, deposit letters, drafts, correspondence, death certificates, mail, and investigation orders; and maintaining all files according to record retention guidelines; completing assigned learning management courses

ADDITIONAL DUTIES

• Performs additional duties as assigned.

Education and Experience
High School Diploma or GED, with an additional six months to one year of knowledge of a specific vocational, administrative, or technical nature obtained from college, vocational, business, or technical school and over one year up to and including three years of experience.

An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above

Certifications/Licenses

• Valid Driver’s License with acceptable driving record according to City Criteria

Job Knowledge
Intermediate knowledge to perform most work in normal situations. Comprehension of standard situations and includes knowledge of most of the significant aspects of the subject.

Reading
Intermediate: Ability to read papers, periodicals, journals, manuals, dictionaries, and thesauruses.

Writing
Basic: Ability to write simple sentences containing subject, verb, and object, and/or series of numbers, names, and addresses.

Math
Basic: Ability to perform the four basic arithmetic operations (addition, subtraction, multiplication, division).

Communication Skills
Decisions regarding interpretation of existing policies may be made. Contacts may involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.

Independence and Decision-Making
Normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Technical Skills
Work requires the use of standard technical skills appropriate to the work environment of the organization.

Fiscal Responsibilities
No budgetary/fiscal responsibility.

Supervisory Responsibilities
No responsibility for direction or supervision of others.

PHYSICAL DEMANDS
Work is sedentary in nature, requiring occasional light physical exertion. Requires adequate vision, hearing and talking to use a computer, telephone and communicating effectively with others.
Adequate vision, hearing and talking to drive, use computer, and communicate effectively with others.

NON-PHYSICAL DEMANDS

• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
• Regular and predictable attendance is expected.

MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE
Typically requires use of standard office equipment, including computer and related hardware and software, and any other equipment as appropriate or required.

WORK ENVIRONMENT
The work is typically performed in an office.