Customer Service Representative - Water Accounts Specialist – Clerk III

We are looking for a dedicated individual to ensure service orders on water accounts have been completed for day and account has accurate service order type turn on date, turn off date, billing code, billing section, service-rate code description and reminder code, assists with opening, sorting and batching mail, assists Meter Reader with a number of reports that are reviewed after reads are unloaded, responsible for updating and review of a number of daily, weekly, monthly and yearly spreadsheets and reports, answers the phone and must be capable of resolving a variety and multitude of calls in a professional and courteous manner, does related work as required.

This position is covered under a Collective Bargaining Agreement between the City-County of Butte-Silver Bow and the Federation of Butte-Silver Bow Public Employees, Local no. 4372, MFPE Clerks.

• Answers questions regarding water service and billing from new water signees, current customers, title companies, and others, over the phone and face to face;
• Assists with opening, sorting and batching mail that is received for the day;
• Enters ACH (direct pay from checking account) information that is received from new signees and current customers into computer system, notes account with date of receipt of information or cancellation of ACH;
• Monitors the BSB Water email account as well as own, responding appropriately;
• Knowledge of City County Ordinance for Water Utility Division;
• Schedules appointments for meters needing repaired, new meters, and meters being installed to move account from flat rate to meter;
• Creates service orders for water on or off for customer by contacting service shop and when service shop calls in due to something customer contacted them regarding;
•  Reconciles Daily Service Orders, ensuring ones sent to shop for previous day are accounted for and that any the shop had no order for are created, follow up with shop when missing service order;
• Pulls Daily Service Order report and notes account numbers on report for each address;
• Reviews the Daily Service Order report ensuring the correct service order type, turn on date, turn off date, billing code, billing section, service-rate code description, final read, reminder code and adjustment to account is made, if appropriate;
• Assist Meter Reader with a number of reports that are reviewed twice per month for high read, no read and zero usage;
• Maintains the Fire Hydrant spreadsheet, adding hydrants that are new and deleting ones that are removed from service;
• Pulls and reviews number of reports prior to billing; compound meters, tenant waiting, improper dates, dates outside month range, final read which is matched with the final reads done during month, billing code 2 and 3 to determine who gets next bill and that reads are correct and turn on dates are appropriate;
• Prepares Curb Lid and Repairs spreadsheet needed for business office manager for month end reports that go to water division accountant; 
• Updates Metro Reads spreadsheet with monthly usage and Rocker Adjusts spreadsheet with monthly figures and sends to metro plant supervisor;
• Maintains the Sprinkling Meter Spreadsheet for county parks, this is seasonal, includes creating a service order and charging service fee when water is turned on in spring, creating service order in fall for water off;
• Backs up Front Counter person’s lunch hour and when person is off, includes doing the daily deposit, waiting on customers paying at front counter, opening, sorting, batching mail, and posting batches of mail;
• Backs up New Account position when person is off, includes meeting with new customer, taking deposit, setting up new account in billing system, getting reads on accounts going back to owner or needing final bill and other new account duties;
• Reviews several Reminder Code reports monthly; Off Non-Pay, Off Repairs, Off Vacant; and others, determining action needed; reminder code removed, follow up with customer, notice to customer;
• Attends meetings, conferences and workshops as requested and authorized;
• Performs all duties and work assignments in a safe, healthy, and environmentally sound manner.   Specifically, complying with the Health & Safety Program; maintaining work areas in a safe and orderly manner; identifying and reporting unsafe conditions; reporting all accidents; wearing required personal protective equipment; and attending safety-related meetings, training sessions, fit testing, etc.
• Performs all duties and work assignments in compliance with project quality requirements.
• Acts responsibly and ethically, and in conformance with generally accepted business, occupational, and professional standards.
• Performs other duties as assigned.

Required Knowledge, Skills and Abilities

• Good knowledge of water utility billing policies, practices, and procedures;
• Good knowledge of office and telephone etiquette;
• Good math skills, including proration with ability to make proper calculations quickly and with little or no supervision;
• Good knowledge of office terminology, procedures and equipment;
• Good knowledge of the principles and practices of accounting in a public utility;
• Good knowledge of financial office procedures and practices;
• Ability to make decisions in accordance with established policies and procedures;
• Ability to independently solve problems within assigned areas of responsibility;
• Ability to handle confidential financial information with tact and discretion;
• Ability to establish and maintain effective working relationships with other City-County employees, department heads, and other supervisory personnel;
• Ability to communicate well with public, supervisor and other water utility employees, both orally and in writing, using both technical and non-technical language;
• Ability to prepare accurate and reliable accounting reports;
• Ability to keyboard timely and efficiently
• Ability to operate a personal computer using Microsoft Office Word, Outlook and Excel, and other   database applications and billing software
• Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions;
• Ability to perform a variety of clerical and customer service tasks with accuracy and speed under the pressure of time-sensitive deadlines;
• Ability to quickly learn and use new skills and knowledge brought about by rapidly changing information and/or technology; 
• Ingenuity and inventiveness in the performance of assigned tasks.
• Tact, patience, and courtesy.

Acceptable Experience and Training

• Extensive experience with customer service;
• Extensive experience with Microsoft office software, especially; Outlook, Excel, Word, databases, basic accounting and clerical work; 
• High school diploma or equivalent, prefer graduation from an accredited two-year or four-year college or university with a degree or certificate in accounting, finance, business or public administration, or a closely related field; OR
• Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

Required Special Qualifications

• Must possess a valid driver’s license issued by the State of Montana.
• Must be a resident of Butte-Silver Bow during employment according to Butte-Silver Bow Ordinance.  See below.

“2.08.010 Residence during employment. From and after October 1, 1979, all employees of the local government of Butte-Silver Bow shall be bona fide residents within the boundaries of Butte-Silver Bow during the period of their employment by the government of Butte-Silver Bow. (Ord. 85 § 1, 1979)”

Clerk III Classification Benchmarks

• To provide a senior level of clerical expertise within a specific field in support of organizational goals and objectives, and to perform business functions in an efficient and cost-effective manner.  Level of responsibility and complexity of tasks and/or projects is at a higher level than for that of a Clerk I or a Clerk II.
• Individuals assigned to this classification normally have extensive applicable and progressively responsible experience demonstrating above average performance.   Individuals are expected to possess a comprehensive knowledge of and have the ability to apply the concepts, practices, and procedures of their particular field of specialization to the completion of significant assignments and be capable of conducting tasks independently and as a team member.  The work assigned usually involves planning and conducting assignments generally involving the larger and more important projects reviewing progress, evaluating results, and if necessary, recommending changes to procedures. There may be more emphasis on personally conducting important and complex clerical tasks. Individuals may lead or direct projects and, in doing so, are given considerable latitude for unreviewed action or decision in performing their duties and responsibilities.  Individual performance measures, such as initiative and cooperation, and the exhibited ability to provide guidance and leadership to others are important elements in the individual’s position description and performance expectations.
• Improve clerical efficiency of the organization by investigating and analyzing assigned tasks, recommending changes, and assisting in implementing approved changes to policies, procedures, and standards.
• May coordinate assigned organizational functions with other support groups, customers, and sponsors to obtain information, resolve problems, and complete assignments.
• Provide leadership and work direction to lower-level clerical staff and other support personnel.   Perform all duties and work assignments in compliance with project quality requirements.

• Sufficient clarity of speech and hearing, with or without reasonable accommodation, which permits the employee to communicate effectively with supervisors, other employees and the public;
• Sufficient vision, with or without reasonable accommodation, which permits the employee to accurately enter information into the computer, check bills, payment slips, deposit slips, and meter reads to verify information;
• Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to count change back at front counter, operate computers and other office equipment;
• Sufficient personal mobility, with or without reasonable accommodation, which permits the employee to serve walk in customers, retrieve files and other required information.

The City-County is an Equal Employment Opportunity Employer. It does not discriminate on the basis of race, color, religion, sex, age, national origin, physical disability, or veteran status.

The job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities.  Tasks and duties of the employee may differ from those outlined above.

The City-County of Butte–Silver Bow is committed to providing equal access to employment opportunities. If you require a reasonable accommodation to complete the application process or participate in the hiring process, please contact us.