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HomeMy WebLinkAboutResolutions - No. 2010-201RESOLUTION NO. 2010-201 A RESOLUTION OF THE LODI CITY COUNCIL APPROVING THE JOB SPECIFICATIONAND SALARY RANGE FOR THE POSITION OF SUPERVISING CUSTOMER SERVICE REPRESENTATIVE NOW, THEREFORE, BE IT RESOLVED that the Lodi City Council does hereby approve the job specification for the position of Supervising Customer Service Representative as attached; and BE IT FURTHER RESOLVED that the salary range for Supervising Customer Service Representative is hereby approved and shall be as follows: SUPERVISING CUSTOMER SERVICE REPRESENTATIVE Step A Step B Step C Step D Step E $3,429.72 $3,601.21 $3,781.27 $3,970.34 $4,168.85 Dated: November 17, 2010 hereby certify that Resolution No. 2010-201 was passed and adopted by the Lodi City Council in a regular meeting held November 17, 2010 by the following vote: AYES: COUNCIL MEMBERS — Hansen, Johnson, Mounce, and Mayor Katzakian NOES: COUNCIL MEMBERS— Hitchcock ABSENT: COUNCIL MEMBERS— None ABSTAIN: COUNCIL MEMBERS — None 2010-201 November 2010 SUPERVISING CUSTOMER SERVICE REPRESENTATIVE Job descriptions are intended to present a broad and general range of duties which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job. DESCRIPTION: Assigns, prioritizes, supervises and performs work related to customer service billing and collections. Underdirection of the Financial Services Manager, the Supervising Customer Service Representative is a working supervisory position that ensures the operations of the utility billing and collections units are accomplished in an efficient and effective manner. SUPERVISION EXERCISEDAND RECEIVED Exercises supervision over lower level personnel. Receives supervision from higher level personnel. EXAMPLES OF DUTIES Duties may include, but are not limited to the following: Assigns, prioritizes, supervises and performs work related to customer service utility billing and collections units; ensures the operations of the utility billing and collections units are accomplished in an efficient and effective manner. Resolvesthe most complex customer service (billing and collections), complaints and deficiencies; establishing, disconnecting and reconnecting service; high/low bill investigation; and delinquent accounts and interruption in service; authorize payment extensions; review and recommend contracts to department Manager. Processes utility billings: edits for exceptions, compares accounts to rate schedule standards, researches account historical data to determine correctness, and approves bill batches for billing according to assigned rate schedules; analyze data and draw logical conclusions. Processes, balances, and audits bank deposits; make necessary bank adjustments; Interpret and enforce FACTAct identity theft guidelines and insure Federal Red Flag compliancy rules are followed; work with appropriate parties for proper resolution of situation. Coordinate Photovoltaic net (pseudo) & co -meter billing setup in CIS. Under guidance with management, designs and implements programs aimed at improving communication with customers, efficiency in customer service operations, and revenue recovery; designs and prepares departmental forms and operational manuals; prepares correspondence on procedural or informational matters; Administrator of help desk for online payment system, research and resolve complex online problems; interact with third party for customer satisfaction; monitor postings and NSF returns; creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares statistical work sheets and other required documents; audits documents, verifies accuracy and ensures compliance with applicable regulations; Answers the telephone and responds to questions on utility billings, business and other City financial transactions; receives revenue for licenses, permits, recreation fees and other city revenue accounts; Administer Experian program; employee setup and monitoring. Interpret consumer credit profile reports and determine further actions when fraud alerts are present. Acts as a liaison to Field personnel to initiate or resolve issues relating to high or low bill investigations, meter reliability, disconnects and reconnects; Performs other duties related to the operation of the department and the City including additional duties that enable the department and City to meet the diverse needs of its community TYPICAL QUALIFICATIONS Knowledge of: Financial fundamental, regulations, policies, and procedures governing various financial practices. Utility rate structures and schedules; Customer service techniques and information systems. Department policies and procedures pertaining to utility billing and collections units; Ability to: Assign, prioritize, supervise and perform work related to customer service utility billing and collections units; ensure the operations of the utility billing and collections units are accomplished in an efficient and effective manner Interpret and apply regulations, policies and procedures; audit compliance with applicable procedures, methods and regulations; perform complex arithmetical and basic statistical calculations accurately; prepare a variety of written reports, records and correspondence; Supervise, train and evaluate the work of others; Perform clerical procedures in an organized and accurate manner; Use a personal computer and job-related software applications; Interact with the public effectively and courteously; understand and carry out oral and written instructions; Establish and maintain cooperative and effective relationships with those contacted during the course of work; EDUCATION AND EXPERIENCE Any combination of experience and education that would likely produce the qualifying knowledge and ability. A typical combination is: Education Equivalentto completion of high school; field is desirable. an Associate of Arts degree in a related Experience Three to four years of experience in a finance or accounting -related business performing a wide rate of duties to include billing oversight, customer service, and collecting, recording and balancing cash; two year experience in a senior or supervisory position is highly desirable. *FLSA Status: NON-EXEMPT