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CITY OF ELLENSBURG
FINANCE DEPARTMENT
SENIOR UTILITY ACCOUNT CLERK
REPORTS TO: FINANCE SUPERVISOR
MISSION:
To provide quality customer service and facilitate payment for city services with accuracy and efficiency.
SUMMARY:
Monitor utility accounts for accurate billing and timely payments. Assist customers with opening and closing utility accounts. Make acceptable payment arrangements. Answer customer questions and address customer complaints. Coordinate utility information with other city employees. Research special problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
All of the following are to be performed while adhering to City of Ellensburg operational policies, safety rules, and procedures.
Arrange Payment Schedules:
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Receive billing extension requests
Determine if bill can be extended to next billing date
Research customer account history
Record arrangements
Obtain customer signature as needed
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Check late notices for payment by due date
Monitor extended payment agreements daily; verify payment received
Pursue customer collection through telephone contact; notify the landlord when appropriate
Determine whether door tag appropriate or immediate disconnection required; notify serviceperson
Perform door tag and disconnect follow up work, including writing, posting, and maintaining files
Compute necessary fees for reconnection
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Review account history; Establish monthly payment amount
Set up account; print coupons
Monitor account for timely payment
Review account biannually to adjust payment amount as needed
Remove customer from plan if payments are not timely
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Assist in training new employees
Oversee work; check for completeness and accuracy
Monitor tasks for timely completion and work flow
Maintain a balanced work load
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Research and correct billing problems/inconsistencies
Check meter readings and dates
Research account history and related factors
Advise customer and co-worker/department affected
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Provide information regarding utility service
Determine deposit requirements
Complete service order and deposit receipt; obtain customer signature
Forward order to service person for meter reading
Post service order number and date to meter information card
Verify receipt of credit history; initiate door tag as needed
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Forward updated applications to appropriate customers annually
Audit random selection of returns
Monitor applications, adding or deleting customers to low income rate files
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Obtain meter readings from service order
Post information to meter cards
Review previous meter reading; record on service order
Forward posted service order to data processing for billing
Write adjustments to correct billing
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Accept utility payment; apply to accounts
Accept payment for parking tickets and City services
Issue receipts
Balance cash drawer
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Verify address and owner
Assign account number and customer number
Set up meter information card
Complete service order
Assist other departments to resolve new account problems
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Provide assistance to utility clerks
Handle difficult customers
Resolve utility account problems
Gathers utility information for supervisors; perform research as needed
Assist city employees/departments in resolving utility questions
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Make collection on non-sufficient fund checks
Prepare information door tags
Other duties may be assigned.
This is a representative sample--not to imply a complete listing of responsibilities and tasks.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED); and two to four years related experience and/or training or 12 months as an Account Clerk; or equivalent combination of education and experience.
LANGUAGE SKILLS:
Ability to read and comprehend instructions, correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
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NECESSARY KNOWLEDGE, SKILLS AND ABILITIES:
(A) Working knowledge of computers and electronic data processing; working knowledge of modern office practices and procedures; working knowledge of governmental accounting principles and practices;
(B) Skill in to operating listed tools and equipment; Routinely exposed to confidential information; may disseminate such information consistent with departmental policies and procedures, requiring judgment;
(C) Ability to perform arithmetic computations accurately and quickly; ability to communicate effectively verbally and in writing; ability to establish successful working relationships; ability to work under pressure and/or frequent interruptions; ability to work well with the public;
SPECIAL REQUIREMENTS:
Must be bondable.
TOOLS AND EQUIPMENT USED:
Personal computer, including word processing and spreadsheet software; central financial computer; printer, typewriter, 10-key calculator, phone, copy machine, fax machine.
CERTIFICATES, LICENSES, AND REGISTRATIONS:
First aid and CPR certification
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; stoop, kneel, crouch, or crawl; and stand and walk. The employee frequently is required to talk or hear. The employee is occasionally required to use hands to finger, handle, or feel objects, tools, or controls and sit.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision for data entry and reading correspondence, distant vision for watching for customers when away from desk, and peripheral vision to be able to greet public as they enter office.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
KEY RELATIONSHIPS:
The key relationships described here are representative of those an employee encounters while performing the essential functions of this job.
While performing the duties of this job, the employee will provide information to, collect information from and coordinate projects with the public and other departments in writing, by telephone, and/or in person.
The employee will solve problems and negotiate solutions within policy guidelines with the public and other departments. Contact will be made in writing, by telephone and/or in person.
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Department Head (date) Supervisor (date) Employee (date)
DISCLAIMER: Job profiles are not intended, nor should they be construed to be, an exhaustive list of all responsibilities, tasks, skills, efforts, working conditions or similar behaviors, attributes or requirements associated with a job. A job profile is not a comprehensive job description. It is intended for the sole purpose of acquainting a person who is unfamiliar with such position with a brief overview of the position's general direction and scope. This position profile is confidential, is intended for internal use only and may not be copied or reproduced by anyone for any purpose without written permission from the Director of Personnel or the City Manager.