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Position: CUSTOMER SERVICE CLERK I - GENERAL SERVICES - BILLING - (JOB NO. 10718)
  Salary: $14.51 Per Hour
Position Type: Temporary
Close Date: Until Filled
Minimum Training & Experience

Graduation from high school and three to four years of experience in utility office work entailing considerable public contact. The equivalent combination of education, training and related work experience may be considered.

Desirable Knowledge, Skills, & Abilities

• Considerable knowledge in the automated billing system features and functions.

• Ability to use Microsoft Office Suite and standard office equipment (i.e. phone, copier, fax and scanner).

• Knowledge of the geography and street locations of the City and vicinity.

• Knowledge of utility billing, automatic data processing, and meter reading procedures and practices.

• Knowledge of modern office practices and procedures. • Skilled in using Geographic Information System (GIS)

• Ability to learn and use meter reading software and additional software packages utilized by the City of Rock Hill (i.e. Meter Sense and CIS software).

• Ability to communicate both orally and in writing.

• Ability to keep records and prepare reports.

• Ability to apply departmental rules and regulations to specific customer problems or requests.

• Ability to resolve customer issues and maintain a calm disposition during stressful situations and react quickly to both internal and external changes.

• Ability to prioritize assignments and use judgement to make decisions and solve complex problems.

• Ability to maintain positive customer-focused relationships with co-workers, supervisors, agencies, City officials, community participants, the general public, and all other internal and external customers. Personally demonstrates appropriate customer service skills.

Specific Duties

• Assists internal and external customers in person, by phone, email or internet chat; provides information regarding utility bills.

• Loads and unloads handheld devices to obtain readings for billing (or obtains from MDM system upon full AMI deployment); enters billing data to produce daily billing totals for the current cycle

• Compares bills from previous months to current month for accuracy and sends billing files to a 3rd party vendors daily by the specified deadline.

• Assists with setting up Equalized Payment Plans for qualified customers.

• Calculates electric, sewer, water, and stormwater overrides and adjustments on accounts as needed using various formulas and rates.

• Sends and generates service orders to utility departments for repairs, complaints, reading confirmation, etc.

• Completes follow up on customer service billing issues and escalations via mail, phone or email; coordinates with all utilities regarding customer concerns.

• Assists supervisors with time sensitive and confidential administrative duties; prepares invoicing for approval; submits invoicing for payment; and other administrative tasks, such as assisting with miscellaneous billing.

• Submits and closes work orders for meter services and change outs which includes pulling or setting a meter, obtaining a serial number, and verifying proper billing procedures of those accounts.

• Communicates with 3rd party vendors to ensure accuracy of billing files and the total number of accounts billed per cycle.

• Keeps records of reports of all billing information electronically

• Completes miscellaneous tasks and projects as assigned by supervisor.

• Serves as a liaison with outside billing vendors to ensure that billings are accurate and are processed expeditiously.

• Periodically will be required to read meters.

• Performs all other duties as may be required to meet organizational needs.

Additional Notes

PLEASE NOTE THIS POSITION IS TEMPORARY

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

 
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