HomeMy WebLinkAboutResolutions - No. 2016-33RESOLUTION NO. 2016-33
A RESOLUTION OF THE LODI CITY COUNCIL APPROVING
THE CLASSIFICATION, JOB SPECIFICATION AND SALARY
RANGE FOR UTILITY BILLING SPECIALIST AND
APPROVING THE RECLASSIFICATION OF THREE
CUSTOMER SERVICE REPRESENTATIVE II POSITIONS TO
THE POSITION OF UTILITY BILLING SPECIALIST
NOW, THEREFORE, BE IT RESOLVED that the Lodi City Council does hereby
approve the classification and job specification for the position of Utility Billing Specialist
attached hereto as Exhibit A; and
BE IT FURTHER RESOLVED that the salary range for Utility Billing Specialist is
hereby approved and shall be as follows:
Classification
Step A
I Step B I
Step C
I Step D I
Step E
Utilit Billinj. Specialist
1 $39308.36
1 $41273.78 1
$43337.47
1 $45504.34 1
$47779.56
BE IT FURTHER RESOLVED that the Lodi City Council does hereby approve
the reclassification of three Customer Service Representative II positions to Utility Billing
Specialist positions.
Dated: March 2, 2016
I hereby certify that Resolution No. 2016-33 was passed and adopted by the Lodi
City Council in a regular meeting held March 2, 2016 by the following vote:
AYES: COUNCIL MEMBERS — Johnson, Kuehne, Mounce, Nakanishi,
and Mayor Chandler
NOES: COUNCIL MEMBERS — None
ABSENT: COUNCIL MEMBERS — None
ABSTAIN: COUNCIL MEMBERS — None
J4 NIFER . FERRAIOL0
City Clerk
2016-33
CITY OF LODI
UTILITY BILLING SPECIALIST
EXHIBIT A
March 2016
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.
DEFINITION
Performs a variety of advanced journey -level and leadworker-level customer service
tasks, including research and analysis, related to resolving customer billing problems
and complaints; establishing, disconnecting and reconnecting service; high/low bill
investigation; and customer inquiry resolution.
DISTINGUISHING CHARACTERISTICS
This is an advanced journey level and leadworker classification that is distinguished
from Customer Service Representative II in that this class performs the most complex
customer service tasks that require analysis, judgement and decision making. This
position may also train, mentor, assign and monitor the work of lower -level positions.
SUPERVISION EXERCISED AND RECEIVED
May exercise lead direction over Customer Service Representatives or clerical support
staff. Receives general supervision from higher-level personnel.
EXAMPLES OF DUTIES
Duties may include, but are not limited to the following:
Resolves the most complex problems involving customers' statements, fees, payments
and other service -related problems; researches historical billing information, conducts
analysis, analyzes consumption patterns, detects irregularies and uses judgement and
decision making skills to resolve errors;
Processes utility billings: inputs information into customer programs which produce a
variety of service orders directed to field services personnel; edits bill batches 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;
Coordinate Photovoltaic net (pseudo) and co -meter billing setup in CIS;
Responds to questions on utility billings, business and pet licenses and other City
financial transactions;
Designs and prepares departmental forms and operational manuals; prepares
correspondence on procedural or informational matters;
Participates in the development and implementation of department programs, systems,
procedures and methods of operations, including computer-based systems.
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;
Acts as a liaison to Field personnel to initiate or resolve issues relating to high or low bill
investigations, meter reliability, disconnects and reconnects;
May provide direction, lead, train, mentor, assign work to, or monitor work of Customer
Service Representatives;
Receives utility bill payments over a public counter or through the mail;
Receives revenue for licenses, permits, recreation fees and other City revenue
accounts;
Operates a personal computer to access customer account data from multiple
computer systems; interprets and _explains charges, policies, procedures, special
programs and rates; initiates appropriate transactions to satisfy customer requests and
internal accounting procedures;
Performs other related duties as required.
MINIMUM QUALIFICAT[ONS
Knowledge of:
Customer service principles and practices, including conflict resolution,
Utility rate structures and schedules;
Working principles of electric and water meters;
Research and analysis techniques;
Department policies and procedures pertaining to utility billing and collection;
Standard office equipment, including personal computer, and computer software such
as Microsoft Word, Excel, Outlook and financial applications/programs.
Ability to:
Perform routine to complex mathematical computations; perform clerical procedures in
an organized and accurate manner;
Conduct research, perform analysis of data, recommend solutions; use independent
judgement and decision making skills; organize and maintain accurate financial and
customer records;
Operate a personal computer using various financial applications and job-related
software; operate a calculator and other common office machines;
Understand and carry out oral and written instructions; interact with the public and staff
efficiently and courteously; communicate clearly and concisely;
Establish and maintain cooperative and effective relationships with those contacted
during the course of work;
Assign and monitor the work of subordinate staff; provide technical expertise to lower -
level positions;
Explain policies and utility rates to customers; learn and apply approved general ledger
chart of accounts.
EDUCATION AND EXPERIENCE:
Any combination of experience and education that would provide the required
knowledge and ability is qualifying. A typical combination is:
Education:
Equivalent to completion of high school. Associate degree from an accredited college
or university in Finance, Accounting, Business Administration or comparable degree is
highly desirable.
Experience:
Three years of experience performing a variety of customer service tasks related to
utility billing, service disconnects and reconnects, high/low bill investigation, customer
inquiry resolution, and collecting, recording and balancing cash OR two years as a
Customer Service Representative II with the City of Lodi.
WORKING CONDITIONS:
Environmental Conditions: Office environment
Physical Conditions: Essential and marginal functions may require maintaining physical
condition necessary for sitting, standing, bending and stooping for prolonged periods of
time; using various office equipment including a computer screen and keyboard and
lifting up to 30 pounds.
*FLSA Status: NON-EXEMPT