Customer Service Specialist(Bilingual Preferred)

Key Focus of the Role:

(Essential and other important responsibilities and duties may include, but are not limited to, the following)

• Receives utility payments from the public in the form of cash, check or credit cards; operates a cash register and makes change; performs arithmetic calculations and verifies totals.
• Posts, adjusts, and balances cash drawer to prepare bank deposit.
• Documents and disperses petty cash withdrawals; reconciles petty cash drawer and submits 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 customers’ accounts; arranges appointments between City staff and customers; follows through on the results of the meetings; and provides verbal and written responses to customer inquiries.
• Receives, processes, and evaluates requests for opening new accounts, closing accounts, payment arrangements, direct pay applications, and letters of credit; prepares disconnect 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 and dispatches calls; contacts and refers service calls for emergency line breaks and other water
• service emergency situations.
• Processes service order for normal shut off and lock off for illegal consumption.  
• Issues hydrant meters and explains required documentation and fees to customers.
• Receives and tracks residential applications for new utility services; initiates new locations and services in the billing system. 
• Collects, sorts, tabulates, and maintains daily processing forms and reports for departmental files.
• Interfaces 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.
• Prepares daily bank deposit.
• 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 proper month-end and year-end closing of accounts in accordance with procedures.
• Performs collection efforts on delinquent accounts as needed.
• Regular and timely attendance is required.
• Performs related duties and responsibilities as required.

Qualifications and Attributes:

• High school diploma or GED.
• Two(2) years of customer service work which included clerical AND accounting OR bookkeeping experience for a utility company OR financial institution.
• Six(6) months of customer service experience working specifically in collections for a utility company OR financial institution.

Equivalency:  May substitute a combination of equivalent education and experience.  The city assesses 1 year of fulltime experience as equivalent to one year of education.

• Must possess a valid state driver’s license and maintain a satisfactory motor vehicle record with the ability to obtain an appropriate Nevada state driver’s license within the required time frame

PREFERRED: Bilingual 

Selection Process:

Oral Interview: 100%. Passing Score is 70%.