CITY OF PANAMA CITY
Customer Service Representative- Utilities/Billing (Project Management)
The City Of Panama City Is an Equal Opportunity / Affirmative Action Employer
Job Title: Utility Billing / Customer Service Department/Division: Utilities/Billing and Customer Service
Annual Pay: $26,096.62
Plus competitive benefit package.
Type of position:
__ Full-time
Hours: 40 /week
__ Nonexempt
MAJOR FUNCTIONS
This is advanced clerical work involving contact with customers in the utility billing and customer service department. Duties include payment collection and account maintenance activities. Work is performed under the supervision of the Utility Billing and Customer Service Manager.
ESSENTIAL DUTIES
These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position, if the work is similar, related, or a logical assignment to the position.
Billing and Customer Service Representative Duties include:
Ability to communicate policies and procedures of the Utility Billing and Customer Service functions to customers in person, by phone or through correspondence.
Opening and closing customer water, sewer and garbage accounts. Corresponding with customers, processing applications, terminating services and transferring accounts. Tracking and maintaining records for new taps, and completing work orders in writing as to specifics for service connections.
Preparing accurate and complete forms, including installation and removal work orders, final billings, refund reports, and collection reports. Maintaining various records and accounts on the Citys computer system.
Processing credit card and e-check payments through a third party collector. Maintaining automatic bank drafting files and applications.
Researching and following up on returned checks, e-checks, and bank drafts.
Resolving customer complaints, solving problems involving computation of bills, bill adjustments, high consumption readings, illegal consumption, etc.
Maintaining and updating meter reading program, billing master file for utility billing and final billing. Entering meter reading data into computer system. Transferring meter data from mainframe and loading into interrogator program for service department to check and correct. Reviewing all high readings and determining any necessary adjustments.
Reviewing all bills before mailing for correct data. Operating machinery for mailing out bills.
Operating cash register, receiving and verifying payments on accounts. Balancing monies received and preparing daily reports.
Related work as required.
KNOWLEDGE, ABILITIES AND SKILLS
Knowledge of modern office methods and practices, ability to comprehend and learn the billing services provided by the City through on the job training.
Ability to deal with the public tactfully and courteously; ability to fill out forms accurately and completely online as well as manually. Ability to analyze financial transactions and make proper determinations as to accuracy of billing. Must have basic computer skills and be familiar with basic office equipment.
MINIMUM QUALIFICATIONS
Graduation from high school or possession of a recognized equivalency diploma. Three (3) years clerical or bookkeeping experience. Good customer service communication skills.
A comparable amount of training or experience may be substituted for the minimum qualifications.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required. May include lifting up to 25 pounds for files on occasion.
These are intended only as illustrations of various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
Revised 10/01/2019