<ol> <li> <p>   Provide good customer service to both internal and external customers, maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive. </p> </li><li> <p>   Maintain an up-to-date and comprehensive understanding of the City's Code of Ordinances that apply to the Division's operations. </p> </li><li> <p>   Work collaboratively with other Senior Staff to develop and maintain customer service policies and procedures to ensure an efficient and effective customer service workflow.</p> </li><li> <p>   Train customer service personnel and help them with questions or problems.  Coach customer service personnel to provide excellent customer service and to operate in a team-oriented productive work environment.</p> </li><li> <p>   Participate in interviewing and selecting customer service personnel.</p> </li><li> <p>   Responsible for coordinating and preparing customer service training documents and videos to present during monthly division staff meetings.</p> </li><li> <p>   Assist in the review of work orders ensuring they are processed correctly and sent to Meter Operations in a timely and efficient manner.  Review work orders returned from Meter Operations to ensure accuracy.  Assist in the maintenance and continuous improvement of the efficiency of the work order system, fine tuning it as necessary.</p> </li><li> <p>   Exercise good judgment when utilizing the position's authority and discretion to turn water service on and off.</p> </li><li> <p>   Process impact fees and set up new utility accounts.  Review residential and commercial permit files to determine construction percentage of completion and workflow status for a property.</p> </li><li> <p>   Use utility maps to respond to requests for location of properties, water meters and utility lines.</p> </li><li> <p>   Interview water customers who are subject to disconnect for non-payment either by telephone or in person and determine if they qualify for an extension and payment plan.  Set up extensions and payment plans for qualifying customers.</p> </li><li> <p>   Run, review, and interpret complicated billing and consumption reports, account transaction detail reports, utility usage data statistics, and payment orientation and detail reports.</p> </li><li> <p>   Dispatch work orders via radio to personnel in the field.</p> </li><li> <p>   Serve as back up to enter, process, and update final bills and obtain information from work orders sent to Meter Operations.  Ensure all information and meter reads are correct before bills are updated.</p> </li><li> <p>   Process and enter new accounts in an efficient and timely manner.</p> </li><li> <p>   Run and check all preliminary billing reports for accuracy before utility billing is updated, correcting any discrepancies as needed.</p> </li><li> <p>   Respond to verbal and written communication from the public, providing solutions to issues identified.</p> </li><li> <p>   Audit cash drawers and balance daily cash intake from internal cashiers and all outside divisions that deliver cash bags to the Division.  </p> </li><li> <p>   Oversee daily cashier close out, assuring cashiers have entered all transactions correctly, all key codes balance, and all credit cards have been entered correctly.</p> </li><li> <p>   Receipt in monies from Police/Court and from Police/Evidence as needed.</p> </li><li> <p>   Provide daily oversight and audit of cashiers' change fund.  Cover cashier windows as needed.</p> </li><li> <p>   Cross-train on senior staff and supervisory positions and cover other positions as needed.</p> </li><li> <p>   Troubleshoot employees' difficulties and provide solutions to the issues identified.</p> </li><li> <p>   When filling in for senior staff, calculate, update and print utility bills when needed.</p> </li><li> <p>   Enter customer's bank draft information to enable customers to pay utility bills by bank draft.</p> </li><li> <p>   Work with other senior staff members to collect and process bad debt accounts.</p> </li><li> <p>   Cover phones in the call center, take deposits, process customer disconnects and customer transfers as needed.</p> </li><li> <p>   Update and run end of day cashier close out reports as needed.  Verify reports balance and provide the appropriate reports to Accounting.</p> </li><li> <p>   Perform other duties as assigned.</p> </li></ol> <p>Secondary duties as assigned.</p> <ol> <li> <p>   High School Diploma or GED with five years of related customer service experience in an office environment.</p> </li><li> <p>   Must successfully pass criminal background check, including but not limited to convictions, guilty pleas, or no contest pleas to violent offenses, theft offenses and any offense under A.C.A. § 21-15-103 or A.C.A. § 21-15-111. </p> </li><li> <p>   Effectively communicate with others orally and in writing.</p> </li><li> <p>   Effectively present information and respond to questions from groups of customers and the general public.</p> </li><li> <p>   Requires the use of tact, initiative and independent judgment in dealing with difficult citizen complaints, responding to requests for assistance, information and/or providing services to the public.</p> </li><li> <p>   Must be able to use mathematics involving addition, subtraction, multiplication, division, and/or calculating ratios, rates, and percentages.</p> </li><li> <p>   Must be able to multitask and prioritize workload with frequent interruptions.  Position is required to work under considerable pressure with frequent interruptions and tight deadlines to accomplish assigned responsibilities.</p> </li><li> <p>   Must be proficient in the use of a computer and software programs such as word processing and spreadsheet applications.  Must be able to effectively operate standard office equipment.</p> </li><li> <p>   Must have the ability to become proficient in using the City's utility billing software.  Must have the ability to learn other software applications such as permit tracking and electronic document management systems for indexing and retrieval.</p> </li><li> <p>   Ability to analyze, interpret and retain technical procedures and governmental regulations.</p> </li><li> <p>   Must be willing to forgo vacation time off for short periods during the university student migrations after the spring semester and before the fall semester.</p> </li><li> <p>   While performing the functions of this job, the employee is regularly required to move about the office area, sit; use hands to finger, handle or feel; reach with hands and arms; occasionally climb or balance; stoop, kneel, or crouch.   The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds. Must have specific vision abilities to accomplish computer and office work.  Must possess the ability to speak clearly to be understood when dispatching service orders through multi-channel radio.</p> </li></ol>