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Customer Service Analyst - Water

Company: Park City Municipal Corporation
Location: Park City
Posted on: January 15, 2022

Job Description:

JOB SUMMARYUnder the general direction of the Water Resources Manager is responsible for providing customer service for Public Utilities and administrative support for the backflow prevention program. This requires a detailed understanding of billing systems, meter reading systems, backflow policy, department policies and the ability to communicate respectfully.EXAMPLES OF JOB DUTIES AND STANDARDSUnderstand monthly water/stormwater utility bill process, penalty charges and other related charges and notices including final bills, past due notices, shut-off warning notices, and shutoffs. Understand the basic requirement of backflow prevention and be able to respond to customer and staff inquires.Receives and responds to staff and customer queries on billings, meter readings and other customer service issues. Researches interprets and analyzes account history to resolve billing questions. Responds to and resolves problems requiring immediate attention, and verifies that underlying systematic or process issues have been addressed.Closely interacts with the field/ crew to ensure consistent and professional service, and that any issues are promptly investigated and resolved. Process and print notifications for annual backflow certification. Receive inspection reports, follow-up on missed inspections and manage workflow through service disconnection if inspections are not received. Identifies, troubleshoots, and reports problematic meter data.Reviews service request process, ensuring that all service requests are being handled expeditiously by field/crew, and are properly recorded.Compiles reports and necessary documents, spreadsheets, historical data, billing account statements and other information to respond to staff and customer inquiries, as required. Coordinates with the City Engineering Department, Public Utilities Engineering, and the Finance Department for new meter installations.Assists other customer service functions in Public Works, and Public Utilities. Able to assist the Utility Financial Analyst in their duties, which may include processing invoices and purchase orders and issuing requests for proposals and in awarding contracts for the Public Utilities Department. Able to assist the Water Billing Analyst in their duties, which may include bill processing, final reads, and past due noticing. Other duties as assigned or directed. KNOWLEDGE, SKILLS, AND ABILITIESAbility to:Adhere to and promote the City's Core Values and Policies and Procedures. Emergency Response Required.Organize and supervise projects and meet deadlines, and coordinate projects between several projects.Working knowledge of databases, EDEN software and water billing system.Working knowledge of meter reading software.Maintain positive and effective working relationships with employees, other agencies and the public.Plan and organize work, and communicate effectively both orally and in writing with department managers and others.Meets deadlines, and coordinate projects between several projects. Perform a variety of secretarial/administrative work; ability to follow written and oral instructions.Work well under pressure Ability to obtain City National Incident Management System Certification 100 and 200EDUCATION AND/OR EXPERIENCEPreferred:Water utility experience. Eden, Sensus Analytics and/or Watersmart Software experience. PHYSICAL DEMANDSWhile performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to use hands to finger, handle or operate objects, controls, or tools. Must be able to reach with hands and arms.The employee must occasionally lift and/or move more than 20 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.WORK ENVIRONMENTWork is performed primarily in a climate controlled office setting. May involved extended periods of sitting, typing on a keyboard, and using a telephone among other office equipment including copier, fax, etc.Periodic exposure to stressful situationsMay require small amounts of travel to and from meetings, trainings and conferences.The noise level in the work environment is usually low.The physical demands and work environments described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Accommodations will be examined on a case-by-case basis.The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required by personnel so classified. PI157424429

Keywords: Park City Municipal Corporation, Salt Lake City , Customer Service Analyst - Water, Hospitality & Tourism , Park City, Utah

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