Utility Support Specialist I

Employment Opportunity Summary

This is a customer service position with respect to utility accounts.

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Questions and resumes can be submitted via email at jobs@sedalia.com.

Employment Opportunity Additional Details

Job Scope:

The primary purpose of this position is to provide excellent customer service to the customers. The daily duties include: processing payments on account, researching and responding to utility account questions, processing service requests (i.e. starting service, stopping service, etc.) necessary in order to facilitate the utility billing process. This position is also responsible for assisting in cyclical utility billing and year-end finance department processes.

Essential Duties and Responsibilities:

1. Customer service — take payments, field utility account questions, process service orders (i.e. connection, disconnection, ACH and payment plan requests, etc.). These requests may come in by telephone, email, or be made in person.
2. Maintenance of customer account records.
3. Coordinate appointments with the calendar of the service technicians for completion service orders.
4. Daily balancing of payment transitions.
5. Process payments for mulch and compost and pet tags.
6. Enters and maintains accurate records of the utility payment plans received by the City, including payment plans entered by customers as well as vouchers and pledges from non-profit organizations.
7. Enters all payments received on payment plans.
8. Follow up on non-payment of utility payment plans.
9. Collect on past due accounts, including active and deleted accounts.
10. Assist in cyclic utility billing, as needed.
11. Year-end finance department processes as assigned.
12. Performs other duties as assigned.

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

Minimum Qualifications:

1. High School diploma or GED.
2. Must be proficient with all products in the Microsoft Office Suite.
3. Ability to be bonded.
4. Valid driver’s license.

Necessary Knowledge, Skills, and Abilities:

1. Skill in using a computer and various software programs.
2. Skill in using standard office equipment.
3. Skill in oral and written communication.
4. Skill in establishing successful working relationships.

Guidelines: 

1. City ordinances, department policies and procedures, and software manuals.
2. Guidelines require judgment, selection, and interpretation in application. This position is also responsible for developing departmental guidelines.

Complexity:

The work consists of customer service.  Time constraints and lack of communication between customers contribute to the complexity of the work.

Principal Working Relationships:

1. Co-workers and other city employees.
2. General public.

Purpose of Contacts:

Contacts are typically to give or exchange information, provide services, resolve problems, motivate or influence persons, and clarify, justify, defend, negotiate, or settle matters.

Supervisory and Management Responsibility:

None.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is typically performed while sitting at a desk or table with intermittent standing or stooping. Some reaching and bending may be required. The employee occasionally lifts light and heavy objects, and may be required to distinguish between shades of color.

Work Environment:

The work is mostly sedentary and typically is performed in an office. Work may involve prolonged use of the telephone and personal computer.

Job Requirements:

Four customer service trainings, plus one utility or software training related to job duties, annually.