City of Glendale

About City of Glendale

The Position This is the entry-level classification in the Customer Service Utility Series. Positions at this level perform a wide variety of assistance to both internal and external customers in the Contact and Payment Center and Billing units. Essential functions of the job include, but are not limited to, the following: Performs detailed record analysis, account maintenance, data input, and public contact work related to the operational, financial, and commercial records of the utility. Interacts with a high volume of customers in person or over the telephone while performing input and retrieval of billing information into automated utility billing system and automated cashiering system. Receives and answers customer inquiries via email, fax, telephone, referrals, and in person; ascertains and evaluates information and generates correspondence to customers as needed. Issues service orders for meter checks, water leaks, and other field investigations as needed. Analyzes, interprets, and advises customers of GWP rules, rates, regulations, and standards related to electric and water services, programs, and other services. Administers and maintains accurate and timely billing for all GWP customers. Researches, interprets, and analyzes account history and interval meter data to resolve billing exceptions and responding to customer questions. Completes and maintains extensive records, including files, forms, interaction records and reports, using various data databases and software applications. Assists in the development and maintenance of spreadsheets and validates calculations used in reports and manual billings. Handles cash, accepts bill payments and reconciles cash drawer daily. Pursues the collection of monies owed in accordance with GWP and legal regulations and procedures. May maintain employee attendance/payroll records on automated system. May have the opportunity to participate in related divisional cross-training efforts. Experience and qualifications gained in this cross training may apply towards promotional opportunities and transfers. Assumes responsibility for ensuring the duties of the position are performed in a safe efficient manner. Performs other related duties as assigned or as the situation requires. Minimum Requirements Knowledge, Skills & Abilities Knowledge of: Advanced mathematical operations including fractions, percentages, and statistics. English grammar usage, spelling, punctuation, and business vocabulary. General accounting principles. General office procedures. Operation of personal computers and the use of specified computer applications, such as word processing, spread sheets, and databases. Knowledge of and skill in: Exceptional customer service practices. Skill in: Making independent judgments and decisions based on standard policy or procedure. Ability to: Develop necessary skills from on-the-job training and meet the standards of performance for the classification by the end of the probationary period. Establish and maintain smooth working relationships and independently resolve interpersonal conflicts. Format information and create tables, documents, correspondence, etc. Foster a teamwork environment. Handle confidential information with discretion. Keep regular and reliable attendance during scheduled work hours. Maintain a high level of flexibility in work assignments and in dealing with co-workers. Maintain accuracy while performing routine repetitive tasks. Perform data entry functions and interact with the public simultaneously. Present a courteous, professional image to the public. Read, write, communicate effectively and comprehend directions in English. Type accurately at 20 words per minute. Utilize and maintain a filing system. Work independently with a high degree of self-direction and effective time management with many interruptions. Other Characteristics Willingness to: Assume responsibility for maintaining a safe working environment. Work overtime as requested. Experience Two years of recent customer service experience, preferably in a call center environment, including some experience in cashiering and delinquent account collection and at least one year of formal automated data entry work. Education/Training Graduation from high school or attainment of GED or CHSPE certificate supplemented by coursework in computer applications, business practices and procedure or office practices. License(s)/Certification(s) Valid Class C California driver's license may be required for some positions in this series. Promotional Eligibility Any City of Glendale employee who meets the minimum qualifications for this position, has completed probation or six months of City employment, and is occupying a permanent full-time classification on file in the Human Resources Department. Hourly City employees may be considered, provided that they furnish proof of continuous employment immediately preceding the final filing date, which would equal a minimum of six months of full-time service or 1040 part-time hours. (Civil Service Rule VIII 4-E). Note An equivalent combination of experience, education and/or training may substitute for the listed minimum requirements. Selection Process The examination will consist of an evaluation, a written exam, a performance exam (typing test – 20 wpm net), and an oral, with the evaluation as a qualifying step, written – pass/fail, performance (typing test) - pass/fail, and the oral 100%. All applications, resumes and submitted reference materials will be reviewed and evaluated and only the best-qualified candidates based on applicable experience will be invited to the oral examination. Any evaluation will be based on the candidate's education and experience as related to the position. Any examination will be to evaluate the candidate's education, experience, knowledge and skills for the position. The City of Glendale reserves the right to modify the above stated examination components and/or weights. Should this be necessary, the candidates will be notified of the specific examination components and weights prior to the administration of any examination. The selected candidate will be subjected to a background check including Livescan fingerprinting. TIME AND PLACE OF THE EXAMINATION WILL BE ANNOUNCED. The City of Glendale conforms with State and Federal obligations to make reasonable accommodation for applicants and employees with disabilities. The Human Resources Department asks that it be advised of special needs at least five days prior to the first test part so that a reasonable accommodation may be made. The provisions of this bulletin do not constitute an express or implied contract. In compliance with the Immigration Reform and Control Act of 1986, the City of Glendale requires that all new employees provide documentation to establish both work authorization and identity.

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Legal Form: CO

Company Type: Government

Company Size: 1001 - 5000

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