Public Utility Account Representative

City of Suffolk; Suffolk (VA); On-site; USD 35,000 - 55,000; Full time

Job summary

The City of Suffolk is seeking an organized office professional to support the Department of Public Utilities. Under limited supervision, you will handle calls, process billing, and maintain records, while assisting field staff with service-related tasks.

A bookkeeping-focused associate degree and 3–5 years of clerical/billing experience are required, along with a valid driver’s license and a commitment to accurate cash handling and data entry.

Qualifications

• Associate's degree in bookkeeping or accounting required.
• 3–5 years of clerical and bookkeeping experience.
• Valid driver's license.
• Ability to handle cash and billing with accuracy.
• Strong data entry and math skills.

Responsibilities

• Answer calls in a call center atmosphere.
• Resolve customer inquiries via phone, face-to-face interactions, email, and written correspondence.
• Process billing and facility payments; maintain billing records.
• Maintain and input records in the billing system; ensure confidentiality.
• Dispatch tickets to field staff and filing tickets daily.
• Provide information or refer inquiries to appropriate personnel.

Skills

Customer service

Cash handling

Billing systems

Data entry

Financial records

Education

Associate's Degree in bookkeeping

Tools

Spreadsheet software

Job description

Under limited supervision, performs internal service and fiscal work of a business nature for the Department of Public Utilities. Work involves answering telephones and handling routine and non-routine requests for information. Employee is also responsible for maintaining a variety of records and files. Employee must exercise independent judgment and initiative in completing assignments. Employee must also exercise tact and courtesy in frequent contact with customers and the general public. Reports to Assistant Utility Operations Account Manager.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

• Answer calls in a call center atmosphere, calls can be back-to-back and stressful in nature.
• Resolves customer inquiries via phone, face-to-face interactions, email, and written correspondence.
• Performs analytical reviews of customer account transactions and makes informed decisions relative to adjustments, pay arrangements, potential field activities.
• Creates service request for field staff.
• Interprets information from a variety of databases.
• Provide information or referring inquiries to appropriate personnel.
• Performs cashiering, must maintain accurate records when handling funds. Funds must balance each day, and position will be held accountable for discrepancies.
• Responsible for processing, billing, and payments of facility charges
  Maintains records with customer information, ensures accuracy when inputting into the billing system.
• Appropriately handle confidential customer information at all times.
• Performs information searches for customer data prior to creating accounts.
• Responsible for accurately inputting information into spreadsheets for meter placement tracking, and transfers of balances.
• Performs daily dispatching of tickets to the field staff, or afterhours staff.
• Filing tickets each day.
• Performs other related duties as required.

Associate's Degree in bookkeeping or accounting and 3 to 5 years of experience in clerical and bookkeeping work; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Requires a valid driver's license.

Knowledge, Skills & Abilities

• Knowledge of the policies and procedures, organization and function of the Department of Public Utilities.
• Knowledge of modern office practices, procedures, equipment and standard clerical techniques.
• Skilled in the operation of a computer or electronic data-entry equipment.
• Ability to interpret policy and procedural guidelines and to resolve problems and questions.
• Ability to screen communications and, based on content, handle independently or route to proper source.
• Ability to maintain a variety of moderately complex records and to compile reports from such records.
• Ability to compare figures accurately. Is able to type with accuracy at the speed required by the position.
• Ability to communicate effectively in oral and written form.
• Ability to exercise independent judgment and initiative in completing assignments.
• Ability to exercise tact and courtesy in frequent contact with customers and the public.
• Ability to establish and maintain effective working relationships as necessitated by work assignments.
• Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
• Ability of speaking to people to convey or exchange information. Includes receiving assignments and/or directions from superiors.
• Ability to read a variety of reports, records and forms. Requires the ability to prepare cash reports, deposit slips, and other related forms using prescribed formats. Requires the ability to speak to people with poise, voice control and confidence.
• Ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation.
• Ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently in standard English.
• Ability to utilize mathematical formulas; to add and subtract; multiply and divide; utilize decimals and percentages.
• Ability to inspect items for proper length, width and shape.

Performance Evaluation Criteria

• Quality of Work
• Quantity of Work
• Dependability
• Attendance
• Initiative and Enthusiasm
• Judgment
• Cooperation
• Relationships
• Coordination of Work
• Safety

Physical Requirements

Must be physically able to operate a variety of automated office machines including computers, calculators, copiers, facsimile machines, etc. Must be able to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for periods of time. Requires the ability to coordinate hands and eyes rapidly and accurately in using automated office equipment. Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination. Does not require the ability to differentiate between colors and shades of color. Must be adaptable to performing under stress when confronted with persons acting under stress. Requires the ability to talk and/or hear: (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear).

FLSA Status

Non Exempt