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Utility Clerk Inon-exempt Grade 34

City of Muskogee

Updated 05/16/2024

CLASS TITLE: Utility Clerk I

PURPOSE OF THE CLASSIFICATION:

Provides professional customer service and assistance to citizens in the area of utility account services and revenue functions in accordance with City ordinance(s) and codes, contract agreements, standard operating procedures and City Policy and Procedure(s). Performs a variety of general clerical and technical tasks and will acquire knowledge of job functions and processes through on-the-job training.

ESSENTIAL TASKS:

Answers incoming telephone calls and assists walk-in customers by providing information pertaining to utility account information, utility service activation, disconnection and/or transfer and department services and procedures.

Responds to incoming customer service requests including responding to and resolving difficult and sensitive inquiries and complaints from citizens and other agencies regarding charges, delinquencies, refunds and service.

Investigates utility customer billing issues.

Determines customers needs through interviewing and communication exchange.

Handles routine information requests for addresses and history of water usage.

Inputs, retrieves and updates customer data and account status related to utility billing accounts into the computerized billing system.

Researches and prepares adjustments to utility accounts for incorrect billing and/or water leaks and upon approval enters adjustments into computerized billing system.

Prepares and processes service orders for City services including but not limited to water turn-on, turn-off, water meter change-out, meter tests and meter re-reads.

Maintains files, logs, spreadsheets and other records in an organized fashion.

Will cross-train in one or more areas of department functions and will float to different positions as needed within Revenue Division.

Operates office equipment such as fax machines, copiers and phone systems and uses computer for spreadsheets, word processing, database management and other applications; learns to operate new office technologies as they are developed and implemented.

Performs other work as necessary and or as assigned.

Must report to work on a regular and timely basis.

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.

REPORTING RELATIONSHIPS:

The Utility Clerk I reports directly to the Utility Revenue Manager.

The Utility Clerk I does not have any direct reports or supervisory responsibilities.

QUALIFICATIONS:

Training and Experience: High school diploma or equivalent with specialized course work in general office practices and at least two (2) years of related office experience and customer service experience; or an equivalent combination of related education and experience.

Knowledge, Abilities and Skills: Good knowledge of the geography of the city. Considerable knowledge of business arithmetic, modern office practices, procedures and equipment and standard clerical techniques with proficiency in the use of computer, word processing and Excel spreadsheet applications; knowledge of basic bookkeeping and billing practices. Extensive knowledge of customer billing and overall utility accounts, operations and common practices. Ability to follow both oral and written instructions and interpret and explain data effectively. Ability to work under conditions involving strict deadlines. Must be able to read and understand complex written material and instructions; exercise appropriate judgment in establishing priorities and work methods ; establish and maintain recordkeeping systems as needed; research information and compile reports and correspondence; resolve problems and complaints and excellent ability to deal tactfully with the public and maintain effective working relationships with employees and the general public. Ability to make rapid and accurate mathematical calculations.

Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job in compliance with the Americans with Disabilities Act (ADA) requirements. On a case-by-case basis, reasonable accommodations may be