Bi-Lingual Customer Service Specialist - PrideStaff

JOB SUMMARY
Performs specialized duties in the servicing of utility accounts including opening and closing accounts, billing, payments, collections, and usage reviews relating to City utilities; and performs other financial support duties in a call center setting. Must be able to perform job functions in English and Spanish



ESSENTIAL FUNCTIONS
 (Essential and other important responsibilities and duties may include, but are
not limited to, the following)
• Receives utility payments from the public; may operate a cash register and make change; performs arithmetic calculations and verifies totals.
• May post, adjust, and balance a cash drawer to prepare bank deposit.
• May document and disperse petty cash withdrawals; reconcile petty cash drawer and submit paperwork for reimbursement.
• Responds, evaluates, resolves, and communicates customer concerns and complaints related to utility bills, water waste, late penalties, consumption levels, water quality, water pressure,
conservation, and other utility related questions; records correspondence on the customer’s account(s); creates service orders for City staff on behalf of the customers; follows through on the results; and provides verbal and written responses to customer inquiries.
• Receives, processes, and evaluates requests for opening new utility accounts, closing utility accounts, make payment arrangements, assist with the setup of direct pay applications, and letters of credit; prepares disconnection notices and arranges for disconnection of services; and reviews, generates, and resolves service orders from unit specific exception reports.
• Assists in reviewing and resolving errors from computer generated reports relating to billing and collections; reviews and researches customer accounts for misapplied payments, discrepancies, delinquencies, returned checks, and ownership records; processes refunds, adjustments, cancellations, and re-bills for accounts within predefined parameters; and researches bankruptcy and lien filing notifications within established standard procedures.
• Assists with daily upload of customer payment deposits, imports, and posts files received from the banking vendor processing center.
• Receives calls in a call center setting; contacts and refers service calls for emergency line breaks and other water service emergency situations.
• Processes service orders for normal service disconnections and for illegal consumption; issues hydrant meters and explains required documentation and fees to the customers.
• Receive and tracks residential applications for new utility services.
• Collects, sorts, tabulates, and maintains daily processing forms and reports for departmental files.
• May Interface with the public to assist with providing and verifying information, processing transactions, issuing licenses and providing other assigned.
• Interacts with others within the department and the public to resolve more complex problems and questions.
• Posts debits, credits, transfers and adjustments to financial accounts.
• Reconciles accounts to appropriate reports and balances accounts.
• Receives, opens, and routes departmental mail; distributes departmental  correspondence to appropriate destination.
• Receives, accounts for and balances daily receipts.
• Enters and retrieves a variety of technical information into a computer in order to update records,
process transactions, and respond to requests for information.
• Assures compliance with all applicable government reporting requirements in area of responsibility.
• Performs collection efforts on delinquent accounts as needed.
• Compose formal written correspondence and maintain accurate, detailed utility account records.
• Regular and timely attendance is required
• Performs related duties and responsibilities as required.



MATERIAL AND EQUIPMENT USED

•  Calculator
• General Office Equipment
• Computer

MINIMUM QUALIFICATIONS REQUIRED :
EDUCATION AND EXPERIENCE:

• Must be able to speak, write and read Spanish

• High School Diploma or GED
• Two (2) years of customer service work which included clerical and accounting or experience dealing directly with customers/account holders, processing payments, and reviewing account or billing inquiries.
• One (1) year of experience with a utility company or financial institution in a call center or cashier setting is preferred.
• Equivalency: May substitute a combination of equivalent education and experience. The city assesses one (1) of full-time experience as equivalent to one year of education.



LICENSES AND CERTIFICATIONS :
• Must posses a valid state’s drivers licenses and maintain a satisfactory motor vehicle record with the ability to obtain an appropriate Nevada state driver’s license with the required time frame.
 

KNOWLEDGE, SKILLS, AND ABILITIES:
• Methods, policies, and procedures is receiving and processing.
• Financial or accounting office methods, practices and policies; principles and procedures of recordkeeping.
• Ability to learn the rules, regulations, operating policies and procedures of the City’s utilities and accounting functions.
• Organizing and prioritizing tasks.
• Analytical skills necessary to perform numerical calculations to obtain totals, balances, and verify information from complex forms and transfer to computers or manual reports.
• Interpersonal skills necessary to effectively interact with internal staff, citizens, and other departmental staff in order to give and extricate information in a courteous and friendlymanner.
• Accurately entering and retrieving data using a computer.
• Reading, understanding, explaining and interpreting policies, procedures, rules and regulations.
• Performing arithmetic calculations and collecting and tabulating data using computerized spreadsheet programs.
• Ability to work independently • Effectively and respectfully resolve resolving customer complaints.
• Communicate effectively verbally and/or in written form in a courteous and tactful manner when dealing with both irate and non-irate customers.
• Maintain positive relationships with city personnel and personnel at other outside agencies.
• Meet the public in situations requiring diplomacy and tact.
• Utilize office computer and related software for assignments.
• Proficiency in the safe operation of office equipment including computers, cash registers, and calculators.
• Ability to concentrate and pay close attention to detail with breaks in concentration associated with answering phones or speaking in person to citizens requiring assistance


PRE-EMPLOYMENT SCREENING
 Candidates for this position are subject to a Pre-employment screening. Pre-employment screening includes but is not limited to: Local and State Criminal History Check; Federal Criminal History Check via submission of fingerprints, and a drug screen.

Compensation / Pay Rate (Up to): $18.00 - $18.00 Per Hour