1478-Utility Services Representative

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

Title: UTILITY SERVICES REPRESENTATIVE

Job Code: 1478

DEFINITION

Under general supervision, performs, responsible and specialized journey-level clerical duties in the Customer Service Bureau and other divisions, such as Water Conservation, City Distribution, and Water Quality Divisions of the San Francisco Public Utilities Commission (SFPUC) in connection with establishing and maintaining consumer water, Wastewater, and Power services.

DISTINGUISHING FEATURES

1478 Utility Services Representative is distinguished from the 1480 Utility Services Representative Supervisor in that the latter has supervisory responsibilities.

SUPERVISION EXERCISED

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Receives and processes applications for service installations, including payments for cost of service, deposits for service installation and guarantee deposits; assigns, checks and reviews the work of utility field personnel to assure performance and compliance with orders issued.

2. Prepares and maintains reports and documents relative to the establishment, maintenance, billing, collection, and reporting of utility services as well as land leases and permits.

3. Discusses consumers ledger accounts with consumers, as necessary; Audits consumer meter records, billings as to service charges, water charges, minimum billing and total billing control to detect and correct discrepancies; maintains related records.

4. Calculates resale customer accounts billing, including demand charges; consolidates billing and related procedures; prepares and maintains necessary records.

5. Collects, compiles, and analyzes data required for a variety of billing needs and applications for rebates of various water or energy conservation programs and reports.

6. Initiates field activities for service turn-ons and shut-offs, meter changes and installation changes for use by field service personnel and yard offices; determines and collects deposits and processes consumer payments using a specialized computer system, as required.

7. Receives requests, complaints, and inquiries regarding opening, discontinuing, increasing or installing water or power services, reducing sewer service charge, billing inquiries for water, power, or sewer services.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Water, wastewater and power service procedures, rules and regulations, utility rates, departmental operations, policies, and billing methods.

Ability and Skill to:

Plan, assign, organize and review clerical and office activities; make difficult arithmetical calculations; analyze, and compute data; maintain charts and reports; deal effectively and courteously with employees, customers and the general public; clearly explain rules, rates, and regulations to co-workers and utility service consumers, and accurately interpret verbal request; write orders to departmental personnel, interpret written work orders that are received, and initiate correspondence to consumers regarding service, billing, and appeals procedures; ability to use problem solving techniques to break down complicated problems and decide on strategies to overcome those difficulties; ability to lift heavy (45 lbs.) record books; ability to operate a 2-way radio in order to maintain communications with field personnel; apply modern office methods, techniques and procedures to practical clerical and office problems as they particularly apply to Bureau and Divisions operations; utilize a computer for data entry and word processing.

MINIMUM QUALIFICATIONS

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:

Experience:

One (1) year of clerical experience in a customer service, billing or collection department of a utility, bank, department store, Insurance Company or credit agency.

License and Certification:

Substitution:

SUPPLEMENTAL INFORMATION

To: 1480 Utility Services Representative Supervisor

PROMOTIVE LINES

ORIGINATION DATE: 02/23/1961

AMENDED DATE: 01/23/2014; 02/06/2018 (Amended & Retitled)

REASON FOR AMENDMENT To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications.

BUSINESS UNIT(S): COMMN

Standard information

Disaster service work

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Historic and future compensation