Office Assistant I

About the Department

Under direct or general supervision, performs a variety of customer service functions associated with utility services including responding to inquiries and complaints; researching problems related to utility billing and collection; account maintenance; data entry; service requests; and performs related work as required.
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Exercises no direct supervision over staff. 

Position Duties

This is the entry-level class in the Office Assistant series providing general customer service support. Positions at this level are not expected to function with the same amount of program knowledge or skill level as positions allocated to the Office Assistant II level and usually exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Advancement to the “II” level is based on demonstrated proficiency in performing the assigned functions and is at the discretion of higher level supervisory or management staff.

• Responds to customer inquiries and complaints in person, by email, or by telephone; provides information and interprets policies, and procedures regarding utility billing and rates; conducts research to resolve unusual billing issues; directs complex technical questions or unusual requests to appropriate staff members. 
• Acts as a receptionist; screens calls; greets visitors; and represents the City to the public in a professional manner. 
• Opens and processes incoming mail; enters utility bill payments received within the billing system.
• Receives and processes service requests; activates new or terminates utility services; determines and collects necessary charges and secures legal documents regarding property descriptions and ownership.
• Operates computer billing systems; edits, prepares, and sends bills; maintains and reconciles a variety of customer billing records as directed; estimates proper billing amounts and makes appropriate adjustments ensuring proper billing codes; calculates and prorates billings for partial periods and in other unusual circumstances. 
• Prepares and reviews delinquent item reports; initiates, monitors, and follows up on delinquent account collections process; generates delinquent notices/tags for 10 day and 48 hour notices; coordinates turn off/on of water service with appropriate City personnel.
• Coordinates billing arrangements for delinquent accounts; provides payment options and extensions, waives fees within authorization limits to avoid turn-offs; arranges reconnection of service; escalates situations, as appropriate; prepares closing bills for canceled service, including verification of deeded ownership changes.
• Assists in the preparation of special reports related to customer billing and customer service activities.
• Organizes, coordinates, maintains, and updates departmental record systems; enters and updates information with departmental activity, inventory files, and report summaries.
• Receives, codes, logs, schedules, and distributes service requests and work orders.
• Operates standard office equipment, including job-related computer hardware and software applications, facsimile and scanning equipment and multi-line telephones; and may operate a two-way radio or other department-specific equipment.
• Performs project research and report preparation, technical reports and other technical work related to City activities.
• Assists in studies and research of utility usage, adequacy of rate schedules, and types of inquiries.
• Sets up and maintains a variety of customer, account, and category files; sorts and files documents and records according to predetermined classifications. 
• Assists in ordering and maintaining adequate office supplies. 
• Prepares statistical and workload reports. 
• Performs other duties as assigned.

Minimum Qualifications

Equivalent to the completion of the twelfth grade supplemented by specialized course work in office practices, data processing, accounting, public relations, or a closely related field. 

Office Assistant I:  Two (2) years of general office, customer service and/or financial recordkeeping experience. 

Other Qualifications

Physical Demands  

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone.  This is primarily a sedentary office classification although standing and walking between work areas may be required.  Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.   Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information.  Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds.

Environmental Elements

Employees work in an office environment with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances.   Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

Local government administration and public services.