All applicants of this position will be required to complete an online Civil Service exam after the application deadline. Applicants will receive the exam invitation via the email address used on their application.

Job Code: 087

Exempt: No

Civil Service: Yes

Random Drug Screen: No

Residency Requirement: No

Department: Customer Service and Shared Services

Reports To: Customer Service and Billing Supervisor

Location: Main Office

GENERAL DESCRIPTION OF POSITION

The intent of this description is to provide a representative summary of the major duties and responsibilities performed by employees on this job. Employees may be required or assigned other related activities, projects, or tasks other than those specifically presented in this description. The requirements are representative of the knowledge, skill and/or ability needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Under the moderate supervision of the Customer Service Supervisor. Performs a variety of routine clerical and customer service tasks including typing, filing and recordkeeping. May require extensive customer contact and problem solving. Requires judgment in applying well-established procedures and methods, such as completing detailed forms and recording complex data.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Makes and receives telephone calls to customers regarding payments, deposits, billing concerns, collections, outages and service interruptions. Also acts to protect the confidentiality of customer information.
2. Establishes payment extensions, payment arrangement solutions and budget/level billing options while adhering to OMU guidelines and standards.
3. Processes phone, night-drop, and mail-delivered bill payments.
4. Analyzes and calculates sewer adjustment requests and communicates information to sewer agency.
5. Talks with customers by phone, in person, or email and receives requests for installation, connection, disconnection or change in service(s).
6. Engages customers in complex conversations regarding deposits, rates, fees and nonpayment collections.
7. Inputs service orders for completion by field technicians relating to account changes such as account transfers, installation or removal of electric and water services, installation or removal of fiber or phone services, special reads, meter tests, collection reconnects and trouble orders.
8. Balances a variety of transactions daily including bill payments, fees and bad debt reconciliation.
9. Distribute and process forms for customers including State of Kentucky domicile declarations and medical alert certifications.
10. Types general internal correspondence, reports and forms as well as external customer communication.
11. Duplicates any necessary forms and documents using computer or photocopier.
12. Ensures service orders are properly created, tasks are assigned to the correct groups, and verifies that applicable fees are assessed.
13. Submits, reviews and transfers automatic checking/credit card accounts and establishes designated due dates.
14. Processes documents through imaging equipment, and indexes accordingly.
15. Assist customers with fiber internet services which includes assessing availability, scheduling installation and following up with potential fiber customers.
16. Troubleshoots customer issues or concerns regarding OMU's communication channels including web portal and interactive phone system.
17. Serves as first line of communication for OMU's customers and escalates calls to respective departments for resolution.
18. Performs follow up required on refund checks related to customer inquiries, courtesy calls, reissues, or returned checks.
19. Conducts exception monitoring to identify issues and take necessary corrective actions to prevent impact to customers.
20. Assists in other customer service areas as needed or required, as well as performing any other related duties as required or assigned.

QUALIFICATIONS

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

EDUCATION AND EXPERIENCE

Mental alertness and adaptability to office and field area work routines. Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others, plus 12 to 18 months related experience and/or training, or equivalent combination of education and experience.

COMMUNICATION SKILLS

Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar graphs.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

SOFTWARE SKILLS REQUIRED

Basic: 10-Key, Alphanumeric Data Entry, Accounting, Spreadsheet, Word Processing/Typing, Contact Management

INITIATIVE AND INGENUITY

SUPERVISION RECEIVED

Under immediate supervision, performs general assignments of work, with periodic check of performance by supervisor.

PLANNING

Limited responsibility with regard to specific assignments in planning time, method, manner, and/or sequence of performance of own work operations.

DECISION MAKING

Performs work operations which permit frequent opportunity for decision-making of minor importance and which would not only affect the operating efficiency of the individual involved, but would also affect the work operations of other employees and/or clientele to a slight degree.

MENTAL DEMAND

Light mental demand. Operations requiring intermittent directed thinking to carry out predetermined procedure or sequence of operations of limited variability. Operations requiring intermittent attention to control machine or manual motions.

ANALYTICAL ABILITY / PROBLEM SOLVING

Repetitive. Activities or duties using a pre-determined set of processes or directions coupled with nearby supervision. Learned things in situations where choice is simple or patterned.

RESPONSIBILITY FOR WORK OF OTHERS

Responsibility for work of others: Not indicated.

RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT

Occasionally responsible for the organization's and/or associated organization's property where carelessness or error would result in only minor damage or minor monetary loss. Ordinary care and attention is required when handling this property in order to prevent loss.

ACCURACY

Probable errors of internal scope should ordinarily be detected within the department or office in which they occur, but may affect the work of others within the unit, requiring additional expenditure of time to trace errors and make all necessary corrections. Errors would require a moderate amount of time to correct.

ACCOUNTABILITY

FREEDOM TO ACT

Defined. Semi-repetitive prescribed processes and procedures with nearby supervision.

ANNUAL MONETARY IMPACT

The amount of annual dollars generated based on the job's essential duties / responsibilities. Examples would include direct dollar generation, departmental budget, proper handling of organization funds, expense control, and savings from new techniques or reduction in manpower.

None. Job does not create any dollar monetary impact for the organization.

IMPACT ON END RESULTS

Modest impact. Job has some impact on the organizations end results, but still from an indirect level. Provides assistance and support services that facilitates decision making by others.

PUBLIC CONTACT

Regular contacts with patrons, either within the office or in the field. May also involve occasional self-initiated contacts to patrons. Lack of tact and judgment may result in a limited type of problem for the organization.

EMPLOYEE CONTACT

Contacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present or discuss data, but only as pertains to an immediate and specific assignment. No responsibility for obtaining cooperation or approval of action or decision.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, driver's license/cdl, etc.)

WORKING CONDITIONS

Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the functions of this job, the employee is occasionally exposed to work near moving mechanical parts. The noise level in the work environment is usually moderate.

PHYSICAL ACTIVITIES

The following physical activities described here 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 the essential functions and expectations.

Semi-repetitive, low physical. Semi-repetitive type work which requires periods of concentration for varied time cycles as prescribed by the tasks.

While performing the functions of this job, the employee is regularly required to sit, talk or hear; frequently required to use hands to finger, handle, or feel, reach with hands and arms; and occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision; distance vision; color vision; and ability to adjust focus.