Salt Lake City Corporation · 7 hours ago
Customer Service Collector / Investigator Utilities Specialist
SLC Metro Area
Full-time
Onsite
Entry Level
$22.97/hr - $34.57/hr
1+ years expSalt Lake City Corporation is seeking a Customer Service Collector / Investigator Utilities Specialist to provide support in customer service and collections for utilities. The role involves handling delinquent accounts, conducting field investigations, and ensuring compliance with departmental policies and procedures.
GovernmentNon ProfitSocial Assistance
Responsibilities
May rotate between specialties within the Customer Service and Billing divisions including field and clerical office work
Answers telephones and meets with customers to receive documents, process and resolve complaints. Proficient in utilizing the departments Analytics program and interpreting data. Initiates or conducts field investigations, determines facts and report findings. Informs customers of investigation findings and decisions in writing, verbally, or in person. Provides information to the public and other agencies regarding the division’s various operations, services, policies and procedures
Receives and processes customer requests for service. Reviews applications determines eligibility and calculates initial deposits required. Collects deposits, establishes accounts and issues order to begin or discontinue service. Update’s customer account information daily by data entry to prevent unnecessary termination of service to customers who have made required payment to their account, signed for service, placed necessary deposits, or taken other necessary action. Processes customer refunds and returned checks, bankruptcy filing adjustments and letters requiring deposits
Audit’s water and sewer use histories. Review’s consumption levels to spot departures from expectations. Initiates or conducts field investigations and acts on results to issue a proper billing
Responds to customer requests and complaints in an organized and efficient manner. May dispatch work crews, maintenance repair people, emergency workers in response to the public’s need for routine or emergency assistance. Assures that appropriate supervisors and personnel are notified and follows standard operating procedures. Records public requests and schedules needed service and maintenance. Keeps log of shift’s activities
Utilizes the department’s utility billing system to evaluate meter readings, audit account charges, and to bill water, sewer, stormwater, streetlighting and refuse for all service account types including special agreement accounts. Ability to manually perform complex billing calculations. Carrys out multiple billing functions requiring considerable independent decision making, sound judgement and the ability to interpret and apply specified departmental policy, procedures and City ordinance
Assist programmers when testing new applications and updates to the PUBS and various other applications
Uses iPad mobile application and responds to electronic collection and investigation orders. Creates, completes, and submits electronic work orders
Calls on customer to attempt to collect payment. Receives money, provides customer with receipt of payment and verifies customer account information is current. Remits to Public Utilities cashier all money collected at the end of the working day. Required to be in compliance with all department procedures in handling customers’ payments. These procedures may change to be compatible with advancing technology
Leaves notice of service termination or intention to terminate service if customer is not at premises, fails to make payment, sign for service or comply with any situation that requires staff to visit customer premises. Attaches notification to door or other easily seen and secure location
Uses necessary equipment to open and close meter boxes. Makes certain meter lid or vault is secure. Notes if vault, meter box or meter needs repair or other attention. Replaces broken or missing meter lids
Uses electronic locators to find difficult-to-locate meters. Pumps water from meter boxes to obtain reading and may assist with other billing and customer service duties related to special reading and investigations. May assist in locating illegal or improperly reported connections, installs grade ring and tightens connections. Replaces broken or missing meter lids
Keeps and maintains assigned vehicle and its work-related inventory
Other duties as assigned
Qualification
Required
One year experience performing duties in customer service, accounts collection, meter reading or field investigation
Must demonstrate good reading comprehension and writing skills; should be able to compose and prepare letters and reports
Must be able to communicate effectively electronically, over the telephone, in person or two-way radio
Ability to relate well with the public, must be able to function effectively in stressful situations, prioritize tasks and make sound decisions in accordance with policy and procedure
Knowledge of the departments AMI meter reading and analytics programs
Ability to accurately read meters, make simple calculations, determine causes of erroneous meter readings and explain problems to others
Possession of a valid driver's license or driving privilege card
Ability to work outdoors in all types of weather
Benefits
Health Insurance (95% of premium paid by city)
Dental, Vision and Life Insurance
Paid vacation and personal leave
Six to Twelve weeks of paid parental leave from day 1 of employment
Retirement contributions toward a pension plan and/or 401(k)
A robust Employee Assistance Plan (EAP)
Up to $4,000 tuition reimbursement annually
Discounted supplemental benefits like pet insurance and legal services
Company
Salt Lake City Corporation
Salt Lake City Corporation, governed by a full-time mayor and part-time city council, is Utah's capital city and premier public employer with over 3,500 employees.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Reza Faraji
Chief Technology Officer
Aaron M. Price
Deputy Chief Financial Officer
Company data provided by crunchbase