Customer Service Proposal Rep I

Primary Function

Under general supervision, performs general clerical support functions within the customer operations section, requiring knowledge of customer service proposal operations and compiles, separates, schedules and coordinates notifications regarding move in and/or setting of new meter; insures appropriate staff receives notification prior to executing actions.

Performs other duties as assigned.

Distinguishing Characteristics

Customer Service Proposal Representative II differs from Customer Service Proposal Representative I by requiring duties which are of specialized and semi-complex clerical nature and incumbent may have a lead function over lesser skilled clerical personnel.

Keyboard requirements within this classification will be at approximate standard of 45 wpm.

Essential Duties and Responsibilities The examples of essential functions listed below are representative but not necessarily exhaustive or descriptive and may be assigned other related functions not listed herein if such functions are a logical assignment for the position.

• Reviews, enters and maintains customer service proposals into computer and receives payments for customer service proposals, posts, updates and inputs costs within system application process.
• Responds to questions from customers concerning customer service proposal issues over the telephone or in person; assists customers in directing calls or inquiries to appropriate Project Manager, Coordinator or Service Planner.
• Receives plans from developers and/or contractors and routes to appropriate Project Manager, Coordinator or Service Planner.
• Provides up-to-date information to project manager, project coordinator or Service Planner regarding payment status, and assembles and generates reports from database program as required.
• Operates personal computer and appropriate software application to prepare correspondence and memoranda, and reviews outgoing correspondence for procedural and grammatical content.
• Receives new service applications and ensures information is correct; creates and updates customer information; and receives applications for new service proposals.
• Creates required service notifications for new installations and forwards them to service unit for installation; assists troubleshooters and other field personnel by telephone providing additional information regarding run service and setting of meters hot mandrels.
• Reviews new customer project applicants for credit establishment to insure if a guarantee deposit is required as per district policy.
• Logs county and/or city inspections, prepares, researches and verifies requirements (fees paid, inspection passed) have been met prior to preparing service notification for release or faxes to appropriate district personnel to complete requested process for customer.
• Balance and totals cash receipts against computer cash drawer printout, as required; prepares and reconciles bank deposits with cash receipts, verifies funds for deposit, and prepares deposit slips for armored guard pickup.
• Assigns applicable rate class code, standard industrial codes and horsepower are noted on commercial applications.
• Reviews meter exchange service notifications regarding customer meter upgrades and enters meter numbers, readings, and forwards information to business and customer relations for processing.
• Creates and answers service notifications returned by Power Troubleshooters within system application process.
• Receives and schedules underground inspections.

MARGINAL DUTIES AND RESPONSIBILITIES

• Performs other duties as assigned.

Qualifications

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Education

• High school equivalency with supplemental college courses in accounting, bookkeeping and record management

Experience

• One year of related clerical accounting, billing and power account service notification experience.

Licensing

• A valid driver's license issued by the State of California, Department of Motor Vehicles is required.

Knowledge

Knowledge of the following areas is required:

• Office Procedures: Modern office methods, procedures, equipment, business machines, and safe office practices.

• Computer Systems: Computer operations, computerized bookkeeping, recordkeeping procedures, and appropriate software applications, including Microsoft Office.

• Financial Procedures: Methods of handling and accounting for money, processing financial transactions, and preparing bank deposits.

• District Policies and Regulations: Policies and regulations governing the sale and use of electric energy, service notifications, and system application processes.

• Maps and Technical Documents: Reading and understanding street and subdivision maps, utility maps, work plans, and meter routing maps.

• Service Operations: Knowledge of the division's service area and general customer service operations.

Skills and Abilities

The employee must demonstrate the ability to:

Administrative and Technical Skills

• Enter and post data accurately and efficiently.

• Perform mathematical calculations rapidly and accurately, including addition, subtraction, multiplication, and division using whole numbers and decimals.

• Prepare and maintain accurate, organized, and complete records and reports.

• Write routine narratives, reports, and business correspondence.

• Operate computers and appropriate software applications.

• Read and interpret safety rules, subdivision maps, utility maps, work plans, operating and maintenance instructions, and procedure manuals.

Customer Service and Communication

• Provide effective and professional customer service.

• Communicate clearly and effectively in person and over the telephone.

• Communicate business needs to employees, customers, contractors, and the general public.

• Maintain positive and effective working relationships with employees, District customers, developers, contractors, public and private agency representatives, and the general public.

• Work courteously and cooperatively in a team environment.

• Spanish-speaking ability is preferred.

Organization and Problem-Solving

• Understand business processes related to customer operations.

• Work efficiently and coordinate the issuance of notifications within established deadlines.

• Assist in maintaining office coverage during the absence of clerical employees.

• Follow oral and written instructions accurately.

• Apply common-sense understanding to carry out instructions provided in written, oral, or diagram form.

• Maintain prompt and regular attendance.

• Understand and follow safety rules and regulations while performing work safely.

Tools and Equipment Used

The employee may be required to operate or use the following:

• Office Equipment: Computers, typewriters, calculators, copy machines, fax machines, and date stamps.

• Financial Equipment: Currency counters, credit card terminals, receipting machines, and cash drawers.

• Communication Equipment: Telephones and two-way radios.

• Reference Materials: Construction plans, maps, computer printouts, reference books, and procedure manuals.

• Other Equipment: Vehicles and other general office equipment.

Supervisory Responsibilities

None.

Work Environment

The following characteristics are representative of the work environment an employee may encounter while performing the essential functions of this position.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

• Work is frequently performed in a well-lit, climate-controlled office environment.

• The noise level is generally moderate to moderately loud.

Physical Demands

The following physical demands are representative of those required to successfully perform the essential functions of this position.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions.

Frequently Required Activities

• Talking, listening, and hearing.

• Sitting for extended periods.

• Using hands and fingers to handle, grip, feel, or operate objects, tools, and controls.

• Reaching forward, downward, and upward with hands and arms.

Occasionally Required Activities

• Standing and walking.

• Bending at the waist, kneeling, and stooping.

• Lifting and/or moving objects weighing up to 25 pounds.

Vision Requirements

Specific vision abilities required for this position include:

• Close and distance vision.

• Color and peripheral vision.

• Depth perception.

• Ability to adjust focus.

Degree of Physical Effort

Level 1

Employees in this classification are exposed to physical demands requiring strength, coordination, and dexterity only on occasion.