General Statement of Duties

Completes the water contract process for new customer accounts, collects deposit, updates and determines charges on move in and move out accounts, applies appropriate billing rate codes, calculates a number of water utility billing adjustments, responsible for updating and review of a number of daily, weekly and monthly spreadsheets and reports, answers the phone and must be capable of resolving a variety and multitude of calls in a professional and courteous manner, does related work as required.

Distinguishing Features of the Class

This position is responsible for performing clerical work that involves answering the phone, creating new accounts, collecting customer deposits, processing move in and outs, updating account information, preparing bills, providing billing information to customers, updating a number of spreadsheets and pulling and reviewing a number of reports daily, weekly and monthly. The work is performed under the direction and supervision of the Business Office Manager but some leeway is granted for the exercise of independent judgment and initiative. The nature of the work performed requires that an employee in this class establish and maintain close cooperative working relationships with supervisors, other division employees, and the general public. Direction is provided to employees in the class of Customer Service Representative II. Employees in this class have frequent public contact and high volume production, and the work may be performed under considerable stress.

This position is covered under a Collective Bargaining Agreement between the City-County of Butte-Silver Bow and the Federation of Butte-Silver Bow Public Employees, Local no. 4372, MFPE Clerks.

• Answers questions regarding water service and billing from new water signees, current customers, title companies, and others, over the phone and face to face;
• Meets with and obtains the required information necessary for signing a new account, includes checking for a previous bad debt or balance on another account, collects the deposit that is required, enters information into computer system and assigns appropriate billing and rate code, calculates and makes adjustment to account if account is a Flat Rate or obtains a move in read if the account is Metered., orders water on by contacting service shop and completing a service order when water is off;
• Knowledge of City-County Ordinance; ensuring new contracts are in compliance;
• Updates accounts for Move In and Move Out putting account Back to Owner when appropriate, coordinating with the title companies on final bill amounts and change in ownership, makes appropriate adjustments on Flat Rate accounts and obtains and enters the Final Read on Metered Accounts;
• Updates Premise Change spreadsheet for Active and Inactive accounts, indicating the flat rate charge and the sprinkling square footage;
• Monitors the BSB Water email account as well as own, responding appropriately;
• Reviews the Daily Service Order report, ensuring the correct service order type, turn on or turn off date and adjustment to account if needed was made;
• Enters ACH (direct pay from checking account) information that is received from new signees and current customers into computer system, notes account with date of receipt of information or cancellation of ACH;
• Posts any NSF checks and ACH returns received from bank during the month back to appropriate account along with service fee, noting the account, calling the account holder for payment and sending information to account holder about the ACH if needed, updates the Non-Sufficient Fund spreadsheet with information;
• Enters deposits receipted for day on the Deposit spreadsheet;
• Orders water shut off for new customer’s failing to complete water contract and or provide deposit, as well as current customers calling to have their water shut off by contacting service shop and completing service order for service shop;
• Prints the Daily Adjustment report from Utility billing and enters the appropriate adjustment amounts for debits and credits in Meter and Flat Rate section of Consumer Journal spreadsheet;
• Backs up Front Counter position when person is off, includes doing the daily deposit, waiting on customers paying at front counter, opening mail, running batch tapes for cash receipted and posting batches of cash receipted;
• Reviews the Deposit report weekly and monthly to be sure deposit amounts match between Utility Billing and Consumer Journal;
• Reviews the Credit Balance report monthly for balances over 30, 60 and 90 days, transferring to a different account when the ownership is the same or requesting a refund;
• Reviews the Deposit spreadsheet monthly for deposits that are a year old, applying deposit and interest back to the account after a year of good payment history, sends the Last Ten report from Utility Billing transactions to customer, highlighting the application of deposit and interest to their account;
• Reviews several Reminder Code reports monthly; New Customer, Back to Owner, Final Reads, and others, determining action needed; reminder code removed, follow up with customer, notice to customer, meter read obtained;
• Reviews monthly, Flat Rate Past Due report for accounts over 90 days, calling customer for payment in full or to set up payment arrangement, account handed off to Credit Specialist for further collection procedures when customer does not respond;
• Attends meetings, conferences and workshops as requested and authorized;
• Performs related work as required.
• Perform all duties and work assignments in a safe, healthy, and environmentally sound manner. Specifically, complying with the Health & Safety Program; maintaining work areas in a safe and orderly manner; identifying and reporting unsafe conditions; reporting all accidents; wearing required personal protective equipment; and attending safety-related meetings, training sessions, fit testing, etc.
• Perform all duties and work assignments in compliance with project quality requirements.
• Act responsibly and ethically, and in conformance with generally accepted business, occupational, and professional standards.
• Perform other duties as assigned.

Required Knowledge, Skills and Abilities

• Good knowledge of water utility billing policies, practices, and procedures;
• Good knowledge of office and telephone etiquette;
• Good math skills, including proration with ability to make proper calculations quickly and with little or no supervision;
• Good knowledge of office terminology, procedures and equipment;
• Good knowledge of the principles and practices of accounting in a public utility;
• Good knowledge of financial office procedures and practices;
• Ability to make decisions in accordance with established policies and procedures;
• Ability to independently solve problems within assigned areas of responsibility;
• Ability to handle confidential financial information with tact and discretion;
• Ability to establish and maintain effective working relationships with other City-County employees, department heads, and other supervisory personnel;
• Ability to communicate well with public, supervisor and other water utility employees, both orally and in writing, using both technical and non-technical language;
• Ability to prepare accurate and reliable accounting reports;
• Ability to keyboard timely and efficiently
• Ability to operate a personal computer using Microsoft Office Word and Excel, and other database applications and billing software
• Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions;
• Ability to perform a variety of clerical and customer service tasks with accuracy and speed under the pressure of time-sensitive deadlines;
• Ability to quickly learn and use new skills and knowledge brought about by rapidly changing information and/or technology;
• Ingenuity and inventiveness in the performance of assigned tasks.
• Tact, patience, and courtesy.

Acceptable Experience and Training

• Extensive experience with customer service;
• Extensive experience with Microsoft office software, especially; Outlook, Excel, Word, databases, basic accounting, and clerical work;
• High school diploma or equivalent, prefer graduation from an accredited two-year or four-year college or university with a degree or certificate in accounting, finance, business or public administration, or a closely related field;
• Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

Required Special Qualifications

• Possession of a valid Driver's License issued by the State of Montana.
• Must be a resident of Butte-Silver Bow during employment according to Butte-Silver Bow Ordinance. See below.

"2.08.010 Residence during employment.

From and after October 1, 1979, all employees of the local government of Butte-Silver Bow shall be bona fide residents within the boundaries of Butte-Silver Bow during the period of their employment by the government of Butte-Silver Bow.

(Ord. 85 § 1, 1979)"

Clerk III Classification Benchmarks

• To provide a senior level of clerical expertise within a specific field in support of organizational goals and objectives, and to perform business functions in an efficient and cost-effective manner. Level of responsibility and complexity of tasks and/or projects is at a higher level than for that of a Clerk I or a Clerk II.
• Individuals assigned to this classification normally have extensive applicable and progressively responsible experience demonstrating above average performance. Individuals are expected to possess a comprehensive knowledge of and have the ability to apply the concepts, practices, and procedures of their particular field of specialization to the completion of significant assignments, and be capable of conducting tasks independently and as a team member. The work assigned usually involves planning and conducting assignments generally involving the larger and more important projects reviewing progress, evaluating results, and if necessary, recommending changes to procedures. There may be more emphasis on personally conducting important and complex clerical tasks. Individuals may lead or direct projects and, in doing so, are given considerable latitude for unreviewed action or decision in performing their duties and responsibilities. Individual performance measures, such as initiative and cooperation, and the exhibited ability to provide guidance and leadership to others are important elements in the individual’s position description and performance expectations.
• Improve clerical efficiency of the organization by investigating and analyzing assigned tasks, recommending changes, and assisting in implementing approved changes to policies, procedures, and standards.
• May coordinate assigned organizational functions with other support groups, customers, and sponsors to obtain information, resolve problems, and complete assignments.
• Provide leadership and work direction to lower level clerical staff and other support personnel. Perform all duties and work assignments in compliance with project quality requirements.

Essential Physical Abilities

• 
  Sufficient clarity of speech and hearing, with or without reasonable accommodation, which permits the employee to communicate effectively with supervisors, other employees and the public;
• Sufficient vision, with or without reasonable accommodation, which permits the employee to accurately enter information into the computer, check bills, payment slips, deposit slips, and meter reads to verify information;
• Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to count change back at front counter, operate computers and other office equipment;
• Sufficient personal mobility, with or without reasonable accommodation, which permits the employee to serve walk in customers, retrieve files and other required information

The City-County is an Equal Employment Opportunity Employer. It does not discriminate on the basis of race, color, religion, sex, age, national origin, physical disability, or veteran status.

The job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities. Tasks and duties of the employee may differ from those outlined above.