Summary

Responsible for guarding and protecting the City of Garland’s utility systems from financial loss created by theft, equipment failure or clerical error.  Also, responsible for providing support and expertise to various divisions within the Customer Service Department including commercial accounts and utility collections.

Pay Range: $18.14 to $23.30

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

• Assist and/or investigate an issue by communicating with a customer on site.
• Provide assistance in unique situations involving utility accounts.
• Daily review of utility billing records, reports, graphs and charts indicating irregular or abnormal utility consumption leading to meter malfunctioning and meter tampering.
• Assist in the daily preparation of investigator work load.
• Maintain daily log of investigations completed.
• Assist with other City Departments on investigations and court cases filed of meter irregularities and tampering.
• Assist in field investigations when needed.
• Replace defective electric and water meters when necessary.
• Disconnect service for collections or if evidence of tampering/illegal activity is present.
• Assist in maintaining geographical locations of investigators and dispatch when needed.

Minimum Qualifications

• 6  months advanced study or training past the high school level
• 4 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:     

• 4-6 years experience in meter reading, customer service and/or electric utility operations
• 2 years experience in meter field operations
• 1-2 years experience in CIS billing software Revenue Protection Investigator
• Certification preferred, not required
• Theft of Service Investigator Certification preferred, not required

Knowledge, Skills & Abilities:

• Considerable knowledge of normal/abnormal utility usage and consumption trends
• Considerable knowledge of basic electric meters
• Considerable knowledge of basic and advanced revenue recovery techniques
• Excellent customer service skills Skill in Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Skill in Crystal Reports Skill in utilizing the Banner Billing System
• Ability to detect anomalies within utility consumption history, charts and graphs

Licenses and Certifications

Valid Class C Texas driver's license

Physical Requirements / Work Environment

The incumbent works in a field environment; frequent exposure to unpleasant environmental conditions and/or hazards.  Majority of work performed outside with exposure to risk.