Customer Service Representative-Part-Time

h2About the Department/h2pspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"The purpose of this classification is to perform clerical and customer service work functions, associated with providing customers with utility services, collecting payments on delinquent utility accounts, performing analysis to assist customers with problems or questions concerning utility bills, making corrections, to ensure proper billing status associated with providing information/assistance, to utility customers, processing related documentation and performing data entry. nbsp; nbsp;/span/ph2Position Duties/h2pspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"ESSENTIAL FUNCTIONS/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Performs customer service functions; provides assistance and information related to utility services, accounts, bills, procedures, forms, problems or other issues; responds to routine questions, complaints or requests for service; researches account discrepancies, problems on accounts; responds to question; initiates problem resolution.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Refers customers to other agencies to help with payment of utility bills and other services that they may need./spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Provides bilingual assistance to customers transacting business in all customer service areas./spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Makes recheck, reread, audit, and weatherization work orders for fields customer services auditors; prints those work orders and fills in appropriate meter reading data./spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Sets up weatherization audits and processes requests for information regarding weatherization process./spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Processes a variety of documentations associated with departmental operations, per established procedures and within designated timeframes; performs necessary calculations; distributes documentations or maintains records as appropriate.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Operates a computer to enter, retrieve, review or modify data in computer database; verifies accuracy of data and makes corrections as needed; generates computerized reports; uses knowledge of various software programs to operate a computer in an effective and efficient manner.nbsp;/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Enters utility account billing data into computer system; reviews data to identify inaccurate meter readings and potential errors; generates utility bills; reviews bills for accuracy; breaks down bills; separates bills requiring address research/correction; processes final bills for mailing.nbsp;/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Processes various utility account activities, including new account setup, account closings, account transfers, adjustments, meter reading re-checks, changes in service, changes in name/address, utility removal/relocation and other account activities; monitors delinquent utility accounts; records of delinquent account transactions and payments; initiates communication to collect payment on accounts; authorizes partial payments on delinquent accounts./span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"nbsp;/spanspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Answers and responds to all calls related to customer service, revenue recovery, special services, 311 call center and energy control center.nbsp;/spanspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Researches delinquent accounts; checks extensions for non-payment and change status as needed to produce cut off work orders.nbsp;/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Processes due date changes, medical necessity documentation and final bills; ensures transfer of correct changes current accounts.nbsp;/spanspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Assists with training of new employees regarding proper customer service and computer applications related to departmental utility operations.nbsp;/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Processes write-off of delinquent accounts as appropriate; selects delinquent accounts for write-off; changes, write-off release codes.nbsp;/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Reviews old accounts for distribution to collection agencies, authorizes write-offs, final billing or partial payments on accounts; may testify in court regarding delinquent account.nbsp;/spanspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Researches returned mail for address corrections.nbsp;/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Processes requests for extensions in service; explains extension policies; reviews documentation to determine eligibility for extension; approves or denies extensions; prepares extension agreements.nbsp;/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Monitors and researches delinquent accounts; initiates communications to collect payment on delinquent accounts; processes write-off of delinquent accounts as appropriate.nbsp;/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Posts payments to proper account on computer; maintains computerized records of transactions.nbsp;/spanspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Compiles and/or monitors various administrative and/or statistical data pertaining to departmental operations; performs research as needed; makes applicable calculations; analyzes trends; prepares or generates reports; maintains records.nbsp;/span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Prepares or completes various forms, reports, correspondence, work orders, utility bills, agency vouchers, extension agreements, purchase requests, logs or other documents./span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Receives various forms, reports, correspondence, utility bills, agency vouchers, checks, invoices, meter readings, work orders, logs, journals, schedules, directories, manuals or other documentation; reviews, completes, processes, forwards or retains as appropriate; maintains file system of departmental records.nbsp;/span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Receives, opens and distributes incoming mail; prepares outgoing mail.nbsp;/spanspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Copies and distributes reports, forms, correspondence and other materials as appropriate; shreds/destroys confidential or obsolete documents.nbsp;/span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Communicates via telephone and/or two-way radio; operates PBX equipment to answer incoming calls; provides information and assistance; takes and relays messages or directs calls to appropriate personnel; returns calls as necessary.nbsp;/span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Responds to routine requests for information or assistance from customers, employees, the public or other individuals.nbsp;/span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Communicates with supervisor, employees, meter readers, service techs, city departments, outside agencies, customers, the public, contractors and other individuals as needed to coordinate work activities, review status of work, exchange information or resolve problems.nbsp;/span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Attends meetings, seminars and training sessions and workshops as necessary to acquire/impart knowledge as needed.nbsp;/span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"ADDITIONAL FUNCTIONSnbsp;/spanspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Provides assistance or backup coverage to other employees or departments as needed.nbsp;/span/span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Performs other related duties as required. nbsp; nbsp;/span/span/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br/ph2Minimum Qualifications/h2pspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"High school diploma or GED; supplemented by one (1) year related previous experience and/or training involving customer service, personal computer operations, data entry, and general office work; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Typing test is required. nbsp; nbsp;/span/ph2Other Qualifications/h2pspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"PERFORMANCE APTITUDESnbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Data Utilization: Requires the ability to determine, calculate, tabulate, or summarize data/information. Includes performing subsequent actions in relation to these computational operations.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others on how to apply procedures and standards to specific situations.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Functional Reasoning: Requires ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action./spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity in situations involving a variety of generally pre-defined duties, which are often characterized by frequent change.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"ADA COMPLIANCEnbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Physical Ability: Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or work station.nbsp;/spanbr style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"br style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Sensory Requirements: Some tasks require the ability to perceive and discriminate sounds and visual cues or signals. Some tasks require the ability to communicate orally.nbsp;/spanbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as violence, disease, or rude/irate customers./span/spanbrbrspan style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"span style="color: inherit;font-style: normal;text-align: left;text-decoration: none;text-indent: 0.0px;"The City of Albany, Georgia is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City of Albany, Georgia will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. nbsp; nbsp;/span/spanbrbr/p