Salt Lake City

  • UTILITIES REPRESENTATIVE II - CUSTOMER SERVICE

    Requisition ID
    2020-4517
    Department
    PUBLIC UTILITIES
    Minimum Salary
    USD $13.96/Hr.
    Maximum Salary
    USD $21.00/Hr.
    Post End Date
    2/3/2020
    Location
    US-UT-Salt Lake City
  • Overview

    Under moderate supervision of the Customer Service Manager or a section supervisor, provides customer service staff support in a departmental subdivision.  Handles a variety of customer service problems requiring considerable independent decision making, sound judgment and the ability to interpret and apply specified departmental policy and procedures.  Performs water, sewer, stormwater, garbage and street lighting fee calculations, abatements, rate adjustments and resolves complex problems for customers.  This is specialized, technical work requiring the ability to think through moderately complex problems and find solutions.

    Responsibilities

    • Answers telephones and meets with customers in the office in an organized and efficient manner.
    • Receives, documents, processes and resolves complaints on water, sewer and storm water charges.
    • Conducts or initiates investigations, determines facts, reports findings and adjusts billings.  Performs complex research on all city utility billings using computerized meter, meter reading and billing records and/or microfiche billing records. Processes appropriate adjustments by data entry.
    • Performs water, sewer, stormwater, garbage and street lighting fee calculations, abatements and rate adjustments.  Resolves complex problems.  Explains rate structures on all billings.  Informs customers of investigations and decisions verbally and/or in writing.  Provides information to the public and other agencies regarding the division’s operations, services, policies and procedures.
    • May dispatch work crew, maintenance repair people, emergency workers and snow fighters in response to the public’s need for routine or emergency assistance.  Keeps log of shift’s activities.  May request and receive assistance from section supervisor or Senior Customer Service Representative when dealing with very difficult customers or complex problems.
    • Receives and processes customer requests for service. 
    • Reviews applications, determines eligibility and calculates initial deposits required.  Collects deposits, establishes accounts and issues order to begin or discontinue service.
    • Issues work orders for maintenance crews to pull and re-install meters during and after normal working hours.
    • Updates customer account information daily by data entry to prevent unnecessary termination of service to customers who have made required payment to their account, signed for service, placed necessary deposits, or taken other necessary action.  Processes returned checks, bankruptcy filing adjustments and letters requiring deposits.
    • Recommends change in procedure as necessary.
    • May provide customer service training and assistance to hourly and trainee staff.
    • Performs other clerical, bookkeeping and office support functions as directed by the Customer Service Manager or section supervisor.

    Qualifications

    • High school diploma or GED equivalent plus two years’ previous work experience in a customer service related field which should include sales, billing, collections and customer contact under potentially adverse circumstances.  At least six months’ experience must be as Customer Service Representative Trainee with Salt Lake City government.
    • Ability to operate and understand telephone ACD system, two-way radio and computer network terminal.
    • Ability to relate well to general public under varying circumstances.  Must be able to function effectively under stressful situations, prioritize tasks and made sound decisions in accordance with policy and procedure.  Ability to work well with co-workers, supervisors and the general public.
    • Familiar with Salt Lake Department of Public Utilities service area, jurisdiction and street organization.  Must have good reading comprehension and writing skills; should be able to prepare simple letters and reports.  Must be able to communicate effectively over the telephone or two-way radio.
    • Knowledgeable about the various operations, applicable policies, operating procedures, city   ordinances, user fees and rate structures of the departmental subdivision.
    • Possession of a valid driver’s license or driving privilege card.

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