Job Description

Posting number: 01339

Department: Customer Service

Job classification: Customer Service Clerk

Posting type: Open

Categories: Utilities, Customer Service

Summary

Under general supervision performs related work as required in assisting customers with matters involving their utility accounts.

Because the Authority has a primary responsibility to serve the public 24 hours per day an employee in this class is expected to work overtime as conditions demand, and may be required to accept overtime on short notice during emergency or unusual conditions and to perform essential work as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Examples of duties

• Interviews applicants to obtain pertinent information necessary for opening a utility account.
• Fills out applications and contract forms, adjust bills, corrects erroneous billings, applies deposits or transfer balance.
• Writes letters to customers to explain adjustments and changes made to their utility account.
• Responds to inquiries from customers in clear, simple, grammatically correct manner.
• Talks with customer by telephone or in person and receives orders for installation, disconnects or changes in service, or change of address.
• May research or review files, account receivable ledger and other records to clarify and explain customer billing or account balance to consumers.
• May type corrected bills, correspondence and other written material.
• Maintains daily log of customer visits and telephone assistance rendered.

Qualifications

• Good knowledge of modern office practices and procedures and of business English, spelling and mathematics.
• Good knowledge of alphabetical and numerical filing
• Ability to express oneself orally and in writing in a clear and concise manner
• Ability to follow moderately complex written and oral instructions
• Ability to work with and for the general public
• Ability to deal with irate customers in explaining and satisfactorily settling disputes or misunderstood matters concerning electric bills
• Ability to type a minimum of 30 words per minute
• Skills in making arithmetic computations, maintaining office records and in operating office machines
• Ability to establish harmonious working relationship with all persons contacted during the course of work

Supplemental information

Graduation from high school and three years of progressively responsible office experience, including public contact work; one year of which must have involved full time public contact duties.