Customer Service Representative - Utility Billing Office Salary $30,139.20 - $45,208.80 Annually Location Charlottesville (22902), VA Job Type Regular Full-Time Department Finance Job Number 180900018 Closing 10/19/2018 5:00 PM Eastern General Summary The Utility Billing Division of Charlottesville Finance is seeking qualified candidates to be considered for the position of Customer Service Representative. The City seeks an individual to join our team who is highly motivated and who strives for success by demonstrating Charlottesville's Core Values of Leadership, Trust, Creativity, Respect, and Excellence. The starting hiring amount will be between $14.49 and $17.39 an hour. The Customer Service Representative provides outstanding customer experience for the City's 15,000 water and wastewater customers and 25,000 natural gas customers through a variety of channels including in-person, on the phone, and via email. This Customer Service Representative is the initial point of contact for customers at the front desk of the Utility Billing Office. This position performs technical and skilled clerical work in the Utility Billing Office involving customer service and the preparation and/or maintenance of fiscal or related records; Specific duties include serving as front line customer service representative in the resolution of inquiries and complaints concerning City utility accounts in a courteous and professional manner both in person and by phone; preparing utility service applications, updating customer and service location information on the SAP utility billing system. Does related work as required. Primarily and most frequently the work done here is under general supervision, with related functional areas and more advanced applications. Work is performed under regular supervision. Essential Responsibilities and Duties Receives customer inquiries in person and by telephone, searches out information, prepares work orders; Handles account inquiries; Prepares applications and bills for accounts; Gathers, assembles, tabulates, checks and files financial data; Posts, checks, balances, updates and adjusts routine financial data; Checks invoices, maintains varied financial and statistical records and compiles reports; Prepares service orders, requisitions and correspondence; Operates computer in updating customer account information; Files various account transaction documents; Searches documents for errors; Collates, sorts and compiles account data in accordance with procedures; Operates computer, calculator and other standard office equipment incident to maintaining records; Researches account information; Performs functions according to City, State, and Federal laws and guidelines; Performs related tasks as required. Education, Experience and Skills Minimum Qualifications: - High School diploma or GED equivalency required. Preferred Qualifications: - Customer service or office/administrative experience preferred; - Previous experience in a customer billing environment preferred; - Previous experience with SAP or similar enterprise software preferred; - Supplemental courses or education in relevant area preferred; - Preference for bilingual abilities, specifically Spanish. Skills: General knowledge of customer service methods, procedures and equipment; general knowledge of standard office procedures, practices and equipment; general knowledge departmental procedures, billing, collecting and adjustments, customer service basic principles; Ability to understand and follow oral and written directions; ability to establish and follow detailed work procedures; ability to perform mathematical computations with speed and accuracy; skill to use a variety of office machines; computer skills and data entry abilities; ability to get along well with citizens and customers. Physical Conditions & Work Contacts Standard work environment. Flexible schedule may be required. Driver's license may be required depending on assignment. SUMMARY OF EMPLOYEE BENEFITS Updated July 13, 2017 Benefits cited represent those for regular, 40-hour employees and may differ for part-time and/or library positions. Long-term temporary employees are eligible for all benefits except retirement. Interns, temporary and relief employees are not eligible for benefits. 1. LEAVE: Vacation: 3.09 hours accrued biweekly -- 0 - <3 years 3.85 hours accrued biweekly -- 3 - <5 years 4.62 hours accrued biweekly -- 5 - <10 years 5.40 hours accrued biweekly -- 10 - <15 years 6.16 hours accrued biweekly -- 15 - <20 years 6.93 hours accrued biweekly -- 20 - <25 years 7.70 hours accrued biweekly -- 25+ years Sick: 4.62 hours per biweekly pay period, approximately 120 hours a years, no limit on accumulation Holidays: 11 paid holidays per year 2. INSURANCE: Aetna Medical Choose from three options with different premiums and levels of coverage: HMO: $0 premium for employee only coverage POS 1: Employee-only premium of $36.29 per biweekly pay POS 2: Employee-only premium of $13.01 per biweekly pay Prescription Card ($10 generic, $30 lower cost name brand, $55 higher cost name brand) Mail Order Maintenance Prescription Drug Program ($20 generic, $60 lower cost name brand, $110 higher cost brand) Dental (Delta Dental) Diagnosis and Preventive -- 100% of allowable charge; Basic Dental Care - 80%; Major Dental Care - 50% Primary -- $50 deductible, 80/20 Prosthetic & Complex Restorative -- $50 deductible, 50/50 $1,500 maximum annual benefit $1,000 Orthodontic Benefit MetLife Vision Plan: Optional Employee only coverage: $2.49 bi-weekly; Dependent coverage also available at differing rates. Eye health exam, dilatation, prescription and refraction of glasses covered after $10 co-pay; $130 allowance for frames, after co-pay, plus additional discounts where accepted. Life: Two times annual salary (paid by the City) Optional supplemental life available for employee, spouse, dependents (paid by employee) AFLAC: Optional Cancer/accident/short term disability/intensive care insurance (paid by employee) Long Term Disability Protection from income loss due to long-term illness or injury (paid by the City) 3. RETIREMENT: Pension: Choose from two options: A Defined Benefit Pension plan pays a monthly benefit in retirement using a defined formula based on the employee's earnings history, tenure of service, and age. Our plan has a 5 year vesting period and an employee contribution of 5% of salary. A Defined Contribution 401a plan in which fixed contributions are paid into an individual's account by the employer, the contributions are invested, returns (positive or negative) are credited to the account, and the account balance is used to provide retirement benefits. Our 401a plan has a 3 year vesting period and no required contribution from salary. (Note that: the Defined Contribution retirement plan is the only plan available for Library employees Supplemental: Deferred Compensation (457) - employee contribution 4. OTHER BENEFITS: Flexible Spending Accounts: Health Care Expenses Dependent Care Expenses Parking/Mass Transit Expenses Parking Subsidy of $50 per month Wellness Programs: Monthly On-Site Nurse and Annual Flu Shots Health Screenings and Fairs, Education Sessions, & Weekly Fitness Classes Weight Watchers at Work Subsidized Physical Fitness Membership Programs Bike Commuter Program: Reimbursement of up to $20 per month for reasonable bike commuting expenses Employee Assistance Program: A variety of confidential, personal professional services for you and your family available 24 hours a day. Tuition Reimbursement: Up to $1,200 for undergraduate OR Up to $2,000 for graduate level tuition per fiscal year per employee. 01 Do you have a High School Diploma or GED equivalency? Yes No 02 How many years of customer service or office/administrative experience do you possess? No experience Less than one year One to less than three years Three to less than five years Five years or greater 03 Please describe your abilities and experience related to interacting with a wide variety of people. If none, please write 'none.' 04 Do you have experience in a customer billing environment? Yes No 05 Briefly describe your experience related to customer billing, preparing billing applications, processing invoices, and/or updating account information. If none, please write 'none'. 06 What is you level of familiarity with SAP, or similar enterprise software, related to updating and tracking customer information/accounts? Never used Used for simple or routine tasks Used for complex tasks Performed system administration and trainings 07 If you have used SAP, or similar enterprise software, related to updating and tracking customer information/accounts, please state the software in which you have experience. 08 Can you speak, read, and/or write proficiently a language other than English? (check ALL that apply) Yes; in Spanish Yes; in a language other than Spanish No 09 If you are proficient in a language other than English, please state the language(s) and if you can speak, read, and/or write in that language. 10 To be considered, qualifying education and experience, including City of Charlottesville employment, must be clearly documented in the education, work history, and additional information sections of the employment application. Resumes can be attached but are not a substitute for the required information on the application. I understand that an attached resume will not be accepted in place of a completed employment application and that my qualifications must be stated on the employment application itself. Yes No 11 I certify that the information above is true and correct, and I certify that it can be verified with reference to the information in my basic application. I understand that my application may be rejected if the responses to supplemental questions do not match my basic application. Yes No Required Question Agency City of Charlottesville Address P. O. Box 911 605 East Main Street Charlottesville, Virginia, 22902 Phone (434) 970-3490 Website