Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
SUMMARY DESCRIPTION
Under general supervision, independently perform a variety of complex, specialized functions related to the carrying out of crucial tasks concerning the delivery of utility services and confirming the status of customer accounts; and perform related work as required.
DISTINGUISHING CHARACTERISITCS
Incumbents perform a variety of complex specialized functions, as well as exercise responsibility and accountability for the timely processing of work orders and service requests generated by Finance, Public Works Administration, and the Public Works Supervisor - Water. Incumbents will be expected to complete all tasks with above average precision and with a sense of urgency. Incumbents will also be expected to help develop and apply comprehensive Public Works Standard Operating Procedures that applies to their duties and activities. This job is responsible for a broad range of complex customer service related tasks, detailed data acquisition in the field, and direct customer interaction in person, by email, and by phone. Above average communication skills are required. Incumbents will regularly be expected to carry out actions that require a strict adherence to the City Municipal Code and State Law. Incumbents issue informational handouts, notices and citations to customers for violation of provisions of the City's Municipal Code.
REPORTS TO
Public Works Manager – Water or designee
CLASSIFICATIONS SUPERVISED
This is not a supervisory classification.
QUALIFICATIONS
The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.
Knowledge of:
City and Public Works policies, rules, and regulations.
Establishment and maintenance of files and information retrieval systems.
Procedures and processes of City services including water, stormwater, and wastewater.
Practices, methods, and procedures of City billing and fiscal record keeping.
Proper English usage, spelling, grammar, and punctuation.
Budget and fiscal procedures and methods.
Customer service procedures and the handling of complaints.
Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.
Ability to:
Prepare written customer correspondence.
Perform a wide variety of sensitive and difficult customer service activities.
Interpret, explain, and apply City and Public Works Department policies, rules, and regulations.
Research and evaluate information regarding customer service and payment problems.
Coordinate customer service functions with other City functions and services.
Deal tactfully and courteously with the public, representatives of other agencies, and other City staff when explaining the functions and policies of the Public Works Department.
Operate office equipment including computers and supporting word processing, spreadsheet, and database applications.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education/Training:
Equivalent to the completion of the twelfth grade. Completion of an Associate's degree is desirable.
Experience:
Two years of increasingly responsible work experience in the area of customer service and public relations.
License or Certificate:
Possession of an appropriate California Driver License.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.Environment: Work is performed both in an office and outdoor environment with travel from site to site; frequent contact with other staff and the public; and incumbents may work evenings, nights and weekends when required.
Physical: Frequently stand, walk, stoop, kneel and crouch; sit for extended periods; normal manual dexterity and eye hand coordination; ability to lift and move objects weighing up to 50 pounds; corrected hearing and vision to normal range; operate a vehicle, making frequent stops and getting in and out of the vehicle; and use of office equipment, including computers, telephones, calculators, copiers, and FAX.