Customer Service Technician

Temporary Utility Billing Clerk The Town of Taos is seeking qualified applicants for the following ONE (1) TEMPORARY position with a sunset date of 9 months. GENERAL PURPOSE Performs a variety of full performance, routine and complex clerical duties as needed to expedite the billing, collection and processing of utility account transactions. Provides timely, accurate, and appropriate customer service, clerical, and/or accounting support to an assigned program, service, or department. Position involves completing demands, performing multiple tasks, working to deadlines, and responding to customer issues. SUPERVISION RECEIVED Works under the close to general supervision of the Customer Service Manager, Deputy Finance Director, and Lead Customer Service Technician. SUPERVISION EXERCISED None. ESSENTIAL FUNCTIONS Interacts with customers to provide the appropriate level of response to inquiries, issues of concern, and requests for information, or explanation, regarding various services, processes, policies, and procedures. Refers matters requiring policy interpretation, or technical expertise to the appropriate staff for resolution. Assists to open and close utility accounts; makes entry by service order system; receives payments by phone, mail-in and over-the-counter. Performs a compilation of parking meter revenue collection duties. Reconciles daily revenue by comparing kiosk report(s) to bank statement report(s), reconciling mobile payments, physical credit card transactions and cash payments while identifying the location of the transaction. May be required to download reports from T-2 IRIS and UPSafety and reconcile to credit card merchant services reports and daily bank deposits in process. Will coordinate with Deputy Finance Director regarding deposits in transit and reconciliation with the various reports used to collect meter revenues. Verify and process requests for customer refunds for parking lot fees collected in error to include overpayments as identified on receipts produced by requesting customers. Issues parking permits to businesses as necessary. Will also coordinate with internal departments for parking permit issuance. During busy times performs daily "start work" activities such as opening and preparing cash register and/or drawer, etc.; processes transactions, calculates and prepares credit and debit entries; posts utility payments and receipts transactions for various town revenues, i.e., licenses, fines, fees, tickets and related town services; follows established processes and procedures based upon department policies; balances receipts and cash drawer and prepares daily bank deposits. Provides assistance to ensure the proper use and completion of forms and documents; enters data and related information into database, verifies accuracy of information, conducts research; handles inquiries related to utility accounts; initiates service orders to appropriate departments; assists customers with service changes; performs telephone follow up as needed; monitors changes in service; identifies action needed to up date account records, such as name changes, ownership changes, change of address and other change requests. Updates accounts, provides accurate documentation, creates and updates files, completes forms, enter and verify data, and processes documents and transactions in various mediums and formats; utilizes installed software on a personal computer to provide consistent, accurate, and timely records and information. May initiate collections activities for payments received with NSF checks; and processes monthly collection reports to appropriate department; prepares various accounting reports; including activity reports showing number and type of account transactions, number of connections and disconnections; prepare balancing report by comparing receipts with total daily revenue. Dispatches meter reader to service call; assists in the monthly landfill billing process; mails follow-up billings and account reports requested by customers and perform telephone follow up as needed; prepares and completes service orders to appropriate departments internal and external; assists on annual field audit on waste containers and customers' accounts to assure accurate billing; assist in the processing of reports on delinquent accounts to legal department; prepares monthly reports to various departments internal and external. May be responsible for the transportation of deposits to local banks or running errands using town vehicle. Performs related duties as required. MINIMUM QUALIFICATIONS Education and Experience: Graduation from high school or GED AND Two (2) year of responsible experience related to above duties; OR An equivalent combination of education or experience. Knowledge, Skills, and Abilities : Working knowledge of general office maintenance and practices; utility billing and collection procedures and processes; operation of computer terminal in utilizing various software programs (MS Word, Excel, Access) related to word and work processing, spreadsheet and data base management; operation of standard office equipment; basic mathematics and bookkeeping; interpersonal communication skills and telephone etiquette; public relations. Ability to communicate effectively, verbally and in writing; communicate effectively with irate customers; perform basic mathematical calculations; maintain strict confidentiality related to sensitive administrative information; operate personal computer (windows) in utilizing various programs to produce or compose formal documents, reports and records; operate standard office equipment; develop effective working relationships with supervisors, fellow employees, and the public. Special Qualifications: Computer knowledge. Excellent customer service skills. May be required to maintain a valid NM driver's license as needed. WORK ENVIRONMENT Typical office setting with typical climate controls. Tasks require variety of physical activities, not generally involving muscular strain, such as walking, standing, stooping, sitting, reaching, talking, hearing and seeing. Common eye, hand, finger dexterity exists. Mental application utilizes memory for details, verbal instructions, emotional stability and discriminating thinking.

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