Customer Account Representative (Danville)

The purpose of this position is to assist customers of the City of Danville with accounts pertaining to utilities, personal property and real estate taxes and miscellaneous accounts. This is accomplished by responding to walk-in customers as well as telephone inquiries. The position assist customers with establishing new utilities services as well as processing service terminations. This position also maintains various data, records and files and coordinates state and local financial assistance for utilities customers, and other correspondences.

The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Handles customer inquiries and complaints (telephone and walk-in) regarding utilities, taxes (real estate and personal property) and miscellaneous accounts. Assist customers with establishing new utilities services as well as processing service terminations. Process utilities contracts, send follow-up letters; copying, faxing and scanning documents; and quoting deposit amounts. Follows all City, Department and Division policies and procedures.
• Coordinates state and local aid for utility customers by preparing credit authorizations to be sent to local Social Services Department; entering payment pledges on customer accounts in the utility system; receiving payment from the state and preparing for cashier posting; generating an electronic payment request file to go to state and receiving them; and maintaining paper files to substantiate payment requests and receipts.
• Assists customers for enrollment, discontinue enrollment in equal pay plan and bank draft plan.
• Performs new construction clerk duties by assisting contractors for commercial and residential properties with establishing new accounts; issuing orders for services; and coordinating with authorized personnel for contract signatures and payments.
• Process request for water taps and fees according to proper estimates; initiate orders to water division and electric division; providing to billing office; logging information in tap log; and filing estimates.
• Maintains the landlord call in and list for auto-move in landlords and property owners; updating and purging lists as needed
• Handles file maintenance by filing numerous documents such as contracts, deposit letters, drafts, correspondence, death certificates, mail, and investigation orders; and maintaining all files according to record retention guidelines; completing assigned learning management courses

• Performs additional duties as assigned.

Education and Experience
High School Diploma or GED, with an additional six months to one year of knowledge of a specific vocational, administrative, or technical nature obtained from college, vocational, business, or technical school and over one year up to and including three years of experience.

• Valid Driver’s License with acceptable driving record according to City Criteria

PHYSICAL DEMANDS
Work is sedentary in nature, requiring occasional light physical exertion. Requires adequate vision, hearing and talking to use a computer, telephone and communicating effectively with others.
Adequate vision, hearing and talking to drive, use computer, and communicate effectively with others.

• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
• Regular and predictable attendance is expected.