Essential Functions/Duties:
Interviews prospective utility customers for new or transferred utility services; gathering all required information to verify the customer’s idenity, assess credit worthiness and confirm address information; assist existing customers with transfers or terminations of City utility services; enters data in personal computer relative to utility customer history files; deals with various crisis management agencies in their assistance of utility customers; handles daily telephone inquiries relative to utility customer billing and payment questions; assists Customer Service Manager and Customer Service Analyst as needed with various tasks related to customer inquiries and balancing of revenues; picks up, opens and processes drop box payments. Takes payments for old bills, utility deposits; takes miscellaneous payments for customers and city departments.
Knowledge, Skills and Abilities:
A demonstrated ability to effectively communicate with the public, often in stressful situations; a thorough knowledge of office practices and procedures; an operating knowledge of general office equipment; a demonstrated working knowledge of personal computers; a demonstrated ability to make mathematical computations; the ability to understand, interpret, and explain complicated utility rate schedules.
Education/Experience/Physical Demands/Special Requirements/Additional Information:
Any combination of education and experience equivalent to graduation from high school; extensive experience in provision of customer service in a high volume office setting. Drug screening, criminal background check and a POET (post offer employment testing) are required.
REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS.
The City of Gastonia is an Equal Opportunity Employer – M/F/H
The physical activity of this position includes:
Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
Kneeling: Bending legs at knee to come to a rest on knee or knees.
Crouching: Bending the body downward and forward by bending leg and spine.
Crawling: Moving about on hands and knees or hands and feet.
Reaching: Extending hand(s) and arm(s) in any direction.
Standing: Particularly for sustained periods of time.
Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. This factor is important if it occurs to a considerable degree and requires the substantial use of upper extremities and back muscles.
Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Hearing: Perceiving the nature of sounds at normal spoken word levels with or without correction. Ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustments on machined parts.
The physical requirements of this position:
Office Environment Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Office environment work involves sitting most of the time. Jobs are categorized as office environment if walking and standing are required only occasionally and all other Office Environment Work criteria are met.
The visual acuity requirements including color, depth perception and field of vision:
The worker is required to have close visual acuity to perform one or more of the following: preparing/analyzing data and figures; accounting; computer terminal.
The conditions the worker will be subject to in this position:
The worker is subject to inside environmental conditions; protection from weather conditions but not necessarily from temperature changes.
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