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.

=        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 made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, arm and hand steadiness and finger dexterity will be needed enough to use a keyboard and telephone.  Frequent walking, standing, lifting and carrying of objects up to five (5) pounds, balancing, bending, handling, climbing, twisting, kneeling and repetitive movements.  Occasional lifting and carrying up to ten (10) pounds; may require sitting for extended periods of time. Vision, speech, hearing, speaking and feeling sufficient to perform essential tasks.  Punctuality and reasonable attendance is essential.     Must submit to drug screening and fitness to work physical exam.

Licenses and Certificates:  Possession of a valid Oklahoma Class D driver’s license is required. 

WORKING ENVIRONMENT:  Work in this classification is primarily indoors in an office environment.  Will travel to other City locations as required. 

STARTING PAY:  $14.20/hr.  Excellent employee benefits (insurance, vacation leave, sick leave, retirement, holidays).

WORK HOURS:  8:00 a.m. – 5:00 p.m., Monday through Friday.

WORK LOCATION:  City of Muskogee City Clerk’s Office, Revenue Division, 229 West Okmulgee Avenue, Muskogee, Oklahoma.

RESUMES MAY BE SUBMITTED BUT WE REQUIRE OUR EMPLOYMENT APPLICATION  BE COMPLETED ALONG WITH THE APPLICATION. We can also fax, email or mail one to you or you can pick one up from the City of Muskogee Human Resources Department at 505 Columbus Street, Muskogee, Oklahoma.  Applications can be returned to the same address or by mail:  City of Muskogee, Human Resources Department, P. O. Box 1927, Muskogee, OK  74402-1927; by fax:  918-684-6223; or by email:  jkennedy@muskogeeonline.org.  If you should have any questions, please call the Human Resources Department at 918-684-6221 or inquire in person at the address above or fax or email (above).

DEADLINE FOR APPLICATIONS:  There is no deadline for applications for this position.  It will be open until filled.