Customer Care Specialist - Customer Care Only

(Inter-Division)

JOB POSITION #48 – CUSTOMER CARE SPECIALIST

NUMBER OF VACANCIES: 1

DEPARTMENT: Electric Utility / Customer Care

WORK LOCATION: MOC SALARY RANGE: $16.93 – $25.83 / Hour

PAY GRADE: I – Non-Exempt

TYPE OF POSITION: Regular / Full-Time

DAYS WORKED: Monday – Friday

HOURS WORKED: 8:00/8:15 a.m. – 5:00/5:15 p.m.

APPLICATIONS WILL BE RECEIVED UNTIL: March 4, 2015

Resumes submitted without a City of Farmington application will not be considered in our job selection process.

JOB DUTIES

ESSENTIAL DUTIES:
Under direction and general guidance of the Customer Care Manager, provides supervision, oversight, and direct participation in the completion of various Customer Care assignments.

Schedules and coordinates specific daily functions i.e., employee work hours, escalated customer contact, customer account maintenance, cashiering and customer inquiries to ensure a balanced workload between personnel as well as responsiveness, professionalism, and customer satisfaction.

Manages and directs the daily activities and schedules of the Customer Service Associates and Cashiers.

Recommends actions regarding employees supervised to the Customer Care Manager. This includes, but is not limited to the development of performance goals and metrics, training, interviewing, hiring, counseling, discharging, and other disciplinary actions.

Prepares and executes performance evaluations. On a monthly basis, audits the cash drawers of all Customer Service Associates and Cashiers. Prepares daily cash deposit and sends deposit envelope to the bank via the courier service.

Verifies time management and overtime control within the Executime payroll system. May assist and provide back-up to payroll entry into the Executime system.

Assists Customer Care Manger with regular staff meetings to inform staff and provide positive group problem solving. Coordinates training material for meetings.

Occasionally provides back-up coverage for peers, Customer Care Associates, Exception Processing Associates, and Cashiers. May provide back-up coverage for the Customer Care Manager.

Thorough knowledge of Customer Care processes, policies, procedures, and rate classes.

Performs the first line of analysis with escalated customer accounts and conducts research on accounts as necessary. Effectively handles customer needs and resolves customer complaints.

Responds to customer's energy and water consumption inquiries and resolves high bill complaints and inquiries as directed. Develops resolutions or compromises that will meet the customer's needs and that of the City.

Coordinates needed services with New Services, Metering Services, Meter Shop, Code

Compliance, and Community Development.

Compiles a variety of reports related to the activity of Customer Care. Provide feedback to management and recommends strategies for improvement.

Responsible for the direction, maintenance, accuracy, and performance of:
• Landlord and Third Party Authorization agreements.
• Customer budget billing plans.
• Utility assistance payments. May act as a liaison between contracted utility assistance vendor and Customer Care division.
• Daily Customer Service deposit.
• Change bag.
• CSA cash drawer audits.
• Medical Waiver certificates
• P-Report

Approval of bill adjustment credits offered by the Customer Service Associates.

Knowledge of Human Resources policies, procedures, rules and regulations.

May be required to testify on behalf of the City relating to utility accounts.

NON-ESSENTIAL DUTIES:
Participates in committees involving administrative issues.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

QUALIFICATIONS
This position is subject to the City of Farmington's Drug and Alcohol Free Workplace Policy.

A high school diploma or GED is required. An Associates Degree with specialized course work in business, management, or accounting preferred.

Four (4) years of progressively responsible work experience in a customer service environment or quantifiable experience sufficient to perform all listed duties required. A minimum of three years of supervisory experience is preferred.

Team skills in providing group problem solving and positive motivation.

Comprehensive knowledge of utility billing systems and electric/water utilities preferred.
Demonstrated ability to communicate effectively in writing and orally with customers, employees, supervisors, other City personnel, and the public. Ability to write routine reports and correspondence.

Ability to speak effectively before groups of customers, employees, and other commissions, councils, or committees.

Ability to work under pressure, handle stress and stressful situations, meet deadlines with frequent interruptions, and multi-task.

Ability to communicate in an efficient and calm manner with distraught, irate, angry, upset, or difficult customers and resolve problems effectively.

Establish and maintain cooperative working relationships with co-workers, supervisors, other City personnel, and the public.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to read, comprehend, and explain, as required, the City of Farmington Electric Utility System's Rules and Regulations, the City's Code, Personnel Rules and Regulations, Safety Rules and Regulations, as well as departmental and division policies and procedures.

Must have a valid New Mexico driver's license.

Ability to operate tools and equipment listed.

Must successfully pass a criminal background investigation due to frequency of access to private property and cash receipts and sensitive information.

TOOLS AND EQUIPMENT USED:
This position will be required to use equipment such as, but not limited to: calculator, phone, headset, fax, scanner, copy machine, and personal computer to include spreadsheeting, graphing, word processing, and presentation software; HTE utility billing systems on AS/400 and a motor vehicle.
 
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk and hear.

The employee is often required to walk, use hand to finger, handle or operate objects, tools or controls, and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is a normal office setting. Noise level is usually quiet.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER, M/F.

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