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This position initiates, and maintains updates and changes to accounts for new construction, including issuing set service orders for water and electric services and meters. Responsibilities also involve processing customers' work orders and initiating the billing of services, along with managing the setup of new accounts and premises, ensuring accurate billing, and resolving customer inquiries and complaints. Maintaining detailed knowledge of department policies and procedures, providing guidance to customers and colleagues, and ensuring compliance with city ordinances and policies regarding utility services are also key aspects of the role.All applicants must submit a resume and cover letter.
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:
Processes customers' work orders for appropriate departments and initiates the billing of services.
Creates and activates electric and water services for new accounts.
Set up (or verify automated creation) of new Premises for utility services.
Monitor moves from builder to occupant and verify that all services are set up for the final occupant per the original permit for the occupant.
Review and Approve/Reject Moves (residential and commercial) following City of Georgetown policies. Verify all services and contracts are correct per City of Georgetown policy.
Audit/fix move failures and contract failures for new services and moves through completion of Move-ins and Move-outs.
Makes decisions as to the accuracy of the readings and charges on utility accounts; calculates adjustments and updates the appropriate record.
Manage Hydrant meters from premise creation, and account setup and ensure accurate billing.
Create meter set requests to install a meter on premises where a move has been requested and a meter is not currently installed. Follow up on the meter set service order to completion and follow up on the Move to complete it when the meter is installed.
Set up and verify services are set up correctly for the premises per the City of Georgetown Policies and the permit.
Monitor MyPermitNow emails for water and electric meter set requests.
Create, monitor, and complete the meter set service orders so that they are completed within the City of Georgetown policy. Update MyPermitNow status when meter sets are complete.
Monitor Inspection emails for new Certificates of Occupancy and update the premise status to Ready to Move when the Certificate of Occupancy is received.
Updates and maintains the Clearance Log for Certificate of Occupancy, and Finals, updates customer accounts for home finals, temporary tenants, and Certificate of Occupancy.
Updates and maintains documentation on apartment unit and commercial unit completion tracking.
Manage the disconnection for the non-payment process.
Work Cases from Customer Care or other departments. Assign Cases to New Service staff when the case is part of their area of responsibility.
Responds to internal and external customers' inquiries and complaints and call escalations.
Prepares work orders for commercial, residential, and airport customers to initiate connects, disconnects, transfers of service, re-reads, and 5-day connects, along with any other service request, and bills the applicable fees.
Resolves potential customer account issues and problems by analyzing and interpreting consumption data and formulating a recommendation.
Advises management on inconsistent administration of policies with the goal of providing consistent service for the customer.
Provides solutions to customer issues based on department policies and guidelines.
Maintains a detailed understanding of department policies and processes, billing rate structures, and utility operations and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns.
Provides pertinent information to callers regarding events experienced by the utility to inform and educate customers.
Provides assistance and education to customer service representatives on utility policies and processes.
Explains City ordinance and operational changes to customers.
Updates and maintains the Clearance Log for Certificate of Occupancy, and Finals; updates customer accounts for home finals, temporary tenants, and Certificate of Occupancy.
Performs other duties as assigned.
MINIMUM QUALIFICATIONS:
Education, training and Experience Guidelines
Associate degree from an accredited college or university with major coursework in accounting, finance or business. Three (3) years of accounting, customer service and/or cash handling experience.
One (1) additional year of the required experience may be substituted for one (1) year (30 semester hours) of the required education.
Knowledge of:
Making professional judgments and decisions on customer accounts and issues.
Good customer relations practices.
Credit collection practices.
Basic accounting and billing procedures.
Performing utility bill calculations and general mathematical calculations.
Interpreting meter readings for customers; analyzing data.
Federal, State, and Local laws.
City practice, policy, and procedures
Skill in:
Performing data entry; operate a 10-key calculator.
Using computer and related software.
Executing oral and written instructions and reports.
Communicating effectively, both orally and in writing.
Establishing and maintaining effective working relationships.
Working with utility rates, counting cash, and giving correct change; balancing a utility cash drawer.
Interpreting utility bills for customers and making decisions as to their validity.
Analyzing data and problem-solving.
Adding and balancing payments; figures utility bills, provides analytic review of trend analysis.
Interpreting meter readings for customers.
LICENSES AND CERTIFICATION REQUIREMENTS
Valid Class "C" Texas driver’s license required. Out-of-state license holders must have a valid license and provide a three-year driving history.
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.
Hiring Range: $23.44 - $29.36, hourly.
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