CSR/New Accounts

Job Summary

Under general supervision sets up and opens utility accounts, researches billing discrepancies and information on delinquent accounts, provides customers with information and other assistant as needed; files and maintains records, documents summary logs with narrative information, searches files and retrieves information as needed and performs additional duties in support of the department as needed or upon request.

Essential Job Duties & Responsibilities

The following duties are normal for this position. The omission of specific statement of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this position. Other duties may be required, assigned and expected aside from those set forth below to address operational needs and changing operational practices.

• Assists customers in preparing applications for new utility accounts, disconnections and transfers; prepares services order and forwards to service department.
• Accesses utility accounts and provides customers information regarding billing discrepancies and address changes.
• Researches account errors and makes adjustments as need warrants; assists customers in completing bank draft authorization forms.
• Prepares work orders to remove meters on unauthorized usage accounts, edits account information and calculates charges for re-instatement.
• Prepares service order to initiate utility services to include water, sewer and garbage services.
• Closes non-pay disconnect accounts and forwards to accounting to establish new accounts.
• Contacts customers regarding incomplete documents or delinquent accounts.
• Searches computer database to access information on delinquent accounts, attempts to contact customers and collect payments for services.
• Enters billing charges on unauthorized usage accounts.
• Submit orders for payment of reconnects for non-payment accounts; faxes updated list of payments to after hour’s office for re-connection.
• Verifies customer account information to ensure reader comments are corrected.
• Provides customers with information to ensure reader comments are corrected.
• Provides customers with information regarding agencies and organizations that can assist with bill payments to include churches and other charitable groups.
• Maintains file of rate code manuals, ordinances and consumer cost lists.
• Maintains file of customer payment agreements, service orders and applications.
• Maintains file of subdivision maps; documents lots currently occupied.
• Maintains log of payment and non-payment agreements.
• Documents and maintains daily log sheet of service activities.
• Runs daily disconnect and unauthorized usage report.
• Reviews ordinance annexation report, verifies customers are properly annexed and billed correctly. Documents computer summary screen with information regarding demolitions and/or new construction.
• Answers multi-line telephone, direct calls or provide callers with billing information to include balances, disconnections, reconnects and due dates.
• Contacts service vendors to report missed pick-ups or to order garbage disposal cans and recycle bins for customers.
• Confers with dispatcher regarding water outages or other services needed.
• Occasionally attends customer training, workshops and seminars or departmental meetings.
• Performs additional duties as needed or upon request.

Qualifications

Education & Experience Guidelines
Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities required for this position would be:

Education/Training
High School Diploma or GED required

Experience
Office experience in bookkeeping, cashiering or related field

Licenses or Certifications Required
N/A

The following generally describes the knowledge and abilities required in order to successfully perform the assigned duties of the position:

Knowledge of:

• Customer accounts and bulling including transactions, activities, forms records and procedures.
• Knowledge of computers and related office equipment used in billing.
• Organization and operating procedures of Utilities Department.

Ability to:

• Read to comprehend procedures, regulations and related documents of moderate complexity. Write in order to prepare forms, records, narrative reports, schedules and similar documents. Add columns of figures, subtract, multiply and divide in performing calculations involving decimals and percentages including skills to balance numerical tables.
• Verbally communicate in order to speak to individuals and talk on the telephone.
• Keyboard text and numerical data, process text and use specialized programs to process and mail bills and generate reports.
• Effectively interact with citizens and promote positive image for the City.
• Plan activities and work efficiently to meet deadlines.
• Work as a member of a team.

Physical Demands & Working Environment

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with the Americans with Disabilities Act, the city encourages both prospective and current employees to discuss potential accommodations needed to perform the essential duties of this position.

Environment: Work location will indoors

Physical Demands: See accompanying page for details

Key Working Relationship: Utility customers and Utilities Department staff

Current city employees wishing to apply should send Internal Job Application Form provided by the Human Resources to the Human Resources Director by the deadline stated. (A courtesy copy will be sent to the employee’s department head.) Applications must be picked up at: City of Phenix City Human Resources Office, 1103 Broad Street, Phenix City, Alabama 36867

Telephone: 334-448-2706.