Summary

Responsible for increasing utility bad debt collection within the department.  Also, responsible for assisting Customer Service Representatives in the Walk-In Center, Field Operations and Call-Center Divisions.

Pay Range: $17.90 - $22.24 (Depending on qualifications and experience)

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Monitor and direct the Customer Service Representative’s activity in the areas of credit, collection and red flag rules. Review all account records in accordance to rules and regulations.
• Resolve escalated customer issues pertaining to write-off’s, bankruptcy, bad checks, and uncollected funds.
• Monitor customer account records and aging reports; take appropriate action regarding collection.
• Produce and maintain weekly reports related to write-off’s and disconnects for non-pay.
• Explain and calculate residential and commercial utility bills.
• May assume division responsibilities in the absence of the direct supervisor.
• Proactively contact commercial or designated accounts which become past due or finalized.
• Investigate and pursue uncollectible accounts prior to delivery to third party collection agency.           
• Make account pay arrangements, extensions or loans when necessary.
• File liens, issue warrants, research bankruptcies, investigate fraudulent activity, and account finals.

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (GED)
• 2 years related experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience:      

• High School Diploma plus six months advanced study
• 2-4 years experience in utility collections, customer service or related field

Knowledge, Skills & Abilities:

• Sufficient knowledge in general customer service practices and procedures
• Sufficient knowledge of utility operations and common credit and collections practices
• Skill in general computer operations (Microsoft Excel and Word)
• Skill in using CIS software 
• Skill in problem solving and conflict resolution
• Skill in investigating complex account issues
• Ability to resolve complex customer issues
• Ability to negotiate appropriate account resolution
• Ability to generate new ideas, challenge the status quo, take risks, support change, encourage innovation, and solves problems creatively

Licenses and Certifications

• No Licenses/ Certifications required

Physical Requirements / Work Environment

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.