Finance - Customer Information Services

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Customer Service Division Manager

Division Supervisor

 

 

PURPOSE OF POSITION: 

Lead the Finance Department Customer Service Division in day-to-day activities, oversee others in the department and perform accounting and customer service duties as required.

 

ESSENTIAL JOB FUNCTIONS: 

Supervise employees performing customer service functions for the City, including instruction, assigning and reviewing work, evaluating performance, taking and/or effectively recommending necessary personnel actions, and resolving employee complaints. Supervise billing and collection of City revenues for all enterprise activities such as electric, water, sewer, storm drain, parking, transportation, cable television, fiber optics, etc. Oversee delinquent account and customer assistance payment programs

 

Complete various special projects as assigned, e.g. conduct utility studies, analyses and rate setting; assist with food and beverage and transient occupancy tax collections, business licenses, coordinating meter reading and customer service with other departments.

 

Prepare reports related to utilities receivables, Bonneville Power Administration, grant administration, etc.

 

Respond to questions from the general public, other City departments, various agencies, and resolve complaints and issues referred from other customer service and finance personnel.

 

Write follow update procedures relating to area of expertise. Track, document and report City performance relating to area of expertise.

 

Assist and support team performance, work cooperatively with other team members. Communicate effectively in a positive manner.  Provide positive support to internal and external customers.

 

JOB QUALIFICATION REQUIREMENTS:

Mandatory Requirements:  Broad knowledge of customer service, billing and collecting principles, methods and practices. Knowledge of supervisory principles. Bachelor degree and four years customer service experience, plus two years supervisory experience, or any satisfactory combination of experience and training which demonstrates the knowledge, skills and abilities to perform the above duties.

 

Special Requirements/Licenses:  Possession of valid Oregon driver's license (or ability to obtain) and acceptable driving record.

 

Desirable Qualifications:  Previous experience with a municipal utility department. Demonstrated experience working in a team environment and good verbal and written communications skills.

 

SUPERVISORY RESPONSIBILITIES:  

Responsible for up to 6 FTE.

 

SUPERVISION RECEIVED: 

Works under the direction of the Finance Director.

 

 

Account Clerk II/Customer Services

IBEW Clerical Technical Union

 

 

D R A F T

PURPOSE OF POSITION: 

Perform a variety of administrative support tasks and customer service associated with Ashland utility services, Ashland Fiber Network (AFN), Food and Beverage tax, Hotel/Motel tax, business licenses and general City information.

 

ESSENTIAL JOB FUNCTIONS: 

Respond to questions in person and over the telephone concerning utility billings, fees and rates, internet services, Food and Beverage tax, Hotel/Motel tax, business licenses and other general information.

 

Prepare and process orders for utility connects, disconnects, new meters, meter change outs and internet appointments. Review water and electric usage reports, make corrections as necessary for misreads, prepare and sort monthly utility bills for mailing. Monitor closed delinquent accounts and submit to collection agency when needed. Process closed accounts with credit balances by transferring balances or submitting a check request.

 

Process payments received for Food and Beverage tax, Hotel/Motel tax and business licenses. Print and mail monthly and quarterly reports for Food and Beverage tax and Hotel/Motel tax. Set up new accounts and monitor delinquent accounts. Prepare and mail business license renewals each year. Process new business license applications. Make corrections on business licenses, print and mail new licenses.

 

Maintain and update departmental web page information. Write, follow and update procedures relating to area of expertise. Track, document and report City performance relating to area of expertise. Follow all safety rules and procedures established for work areas.

 

Assist and support team performance, work cooperatively with other team members. Communicate effectively in a positive manner. Provide positive support to internal and external customers.

 

AUXILIARY JOB FUNCTIONS: 

Perform other accounting and general office duties to assist others within the department as staffing and workloads dictate. Maintain proficiency by attending training conferences and meetings, reading materials and meeting with others in areas of responsibility. Maintain work areas in a clean and orderly manner.

 

JOB QUALIFICATION REQUIREMENTS:

MANDATORY REQUIREMENTS: High school education plus three years specialized office training and accounting experience plus two years experience in a fast-paced office environment, or any satisfactory combination of experience and training, which demonstrates the knowledge, skills and abilities to perform the duties of the position. Knowledge of basic accounting practices, office procedures and equipment. Knowledge of computer programs such as spreadsheets, word processing and financial accounting software. Excellent telephone and customer service skills and cash handling experience a must.

 

SPECIAL REQUIREMENTS/LICENSES: Possession of valid Oregon Drivers License (or ability to obtain) and acceptable driving record.

 

DESIRABLE REQUIREMENTS: Post high school education equivalent to an Associate degree in Accounting.  Previous utility billing experience. 

 

PHYSICAL DEMANDS OF POSITION: 

This position has an overall job strength rating as light. As such, the employee is:

         occasionally asked to stand, most often not more than 1-2 hours cumulative per day on carpeted floors;

         spends up to 6.5-7 hours sitting per day in adjustable office ergonomic chair in which the position can be varied at will and alternated with standing and walking;

         infrequently asked to drive, most often only for out-of-office meetings whereby employee operates personal vehicle (infrequent driving time can vary between 15 minutes to 6.5 hours);

         able to change work position at will, take short standing/walking breaks as needed, and/or alternate job tasks for position variance;

         required to walk, generally within immediate office environment, mostly on carpeted surface, and can occur off and on throughout a work day, with short distances within 500 feet;

         frequently required to carry office items, supplies and/or files of up to 5 pounds and infrequently carry up to 20 pounds within the office distance of 500 feet;

         frequently required to lift/lower such office items as files of up to 5 pounds, usually between floor to shoulder height, and infrequently to occasionally lift/lower items up to 20 pounds, usually between floor to waist height;

         infrequently required to occasionally push/pull up to 20 pounds of force using rolling cart or dolly, usually within office environment and/or to personal vehicle, with lesser occasionally to frequently push/pull force to open/close file drawers;

         usually not required to bend from waist or knees;

         usually not required to twist;

         occasionally to frequently required to forward reach for supplies, desk items and filing, but infrequently required to reach overhead for office/mailing supplies, yet can use a step stool;

         frequently to continuously required to use computer, mouse, phone and other office work tasks; occasionally required to grasp or grip with hands, especially for carrying, using mostly light force;

         occasionally required to write and perform other tasks by using fingers to exert force;

         not required to climb stairs if elevator is used;

         not required to balance;

         not required to kneel, but may occur by worker choice when obtaining office items from low shelf heights;

         not required to crouch, but may occur as part of body mechanics handling/lifting;

         not required to crawl;

         required to use sensory functions as follows:

1.        occasional to frequent use of speaking for office/phone verbal communications;

2.        occasional to frequent hearing for general work communications; and

3.        frequent to continuous seeing for all work activities.

 

WORKING CONDITIONS: 

Usual office working conditions. The noise level in the work environment is typical of most office environments.

 

SUPERVISORY RESPONSIBILITIES:   

Supervision is not a typical function assigned to this position. May provide training and orientation to newly assigned personnel on department policies and practices.

 

SUPERVISION RECEIVED: 

Work under the general supervision of the Finance Division Manager/Customer Service Division.

 

 

Account Clerk I/Customer Services

IBEW Clerical Technical Union

 

 

PURPOSE OF POSITION: 

Perform a variety of administrative support tasks and customer service associated with Ashland utility service and Ashland Fiber Network.  Respond to questions and problems concerning all city utilities, cable television, and general City information.

 

ESSENTIAL JOB FUNCTIONS: 

Respond to questions, in person and over the telephone, from customers concerning cable service, utility billings, fees and rates.  Process customer utility payments and miscellaneous monies received by the City.  Balance cash drawers daily and post monies received.  Accept customer service orders and enter into computer.  Research problems and recommend appropriate corrective actions.

 

Provide information to the general public regarding city operations, procedures and facility locations.  Prepare and enter into computer orders for cable service and utility connects and disconnects.  Assist in the Cityís utility promotional efforts. Attend meetings to remain current on all issues affecting utility services.  Process deposit refunds monthly; maintain one-stops and information relating to new construction.

 

Write, follow, and update procedures relating to area of expertise. Track, document, and report City performance relating to area of expertise.

 

Assist and support team performance, work cooperatively with other team members.  Communicate effectively in a positive manner.  Provide positive support to internal and external customers. Perform other accounting and general office duties to assist others within the department as staffing and workloads dictate.

 

JOB QUALIFICATION REQUIREMENTS:

Mandatory Requirements: High school education plus three years specialized office training and accounting experience plus two years experience in a fast-paced office environment, or any satisfactory combination of experience and training, which demonstrates the knowledge, skills and abilities to perform the duties of the position. Knowledge of basic accounting practices, office procedures and equipment.  Knowledge of computer programs such as spreadsheets, word processing and financial accounting software.  Excellent telephone and customer service skills and cash handling experience a must.

 

Special Requirements/Licenses: Possession of valid Oregon Drivers License (or ability to obtain) and acceptable driving record.

 

Desirable Qualifications: Prior experience in cable television industry with emphasis in customer service and sales functions. Post high school education equivalent to an Associate degree in Accounting.  Previous utility billing experience. 

 

SUPERVISORY RESPONSIBILITIES:  

Supervision is not a typical function assigned to this position.  May provide training and orientation to newly assigned personnel on department policies and practices.

 

SUPERVISION RECEIVED: 

Works under the general supervision of the Customer Service Division Manager.

 

 

Account Clerk I/Cashier

IBEW Clerical Technical Union

 

PURPOSE OF POSITION: 

Perform a variety of administrative support tasks and customer service associated with Ashland utility services. Respond to questions and problems concerning all city utilities and general City information.

 

ESSENTIAL JOB FUNCTIONS: 

Respond to questions, in person and over the telephone, from customers concerning City utility services, fees and rates. Process customer utility payments and miscellaneous monies received by the City.  Balance cash drawers daily and post monies received. Accept customer service orders and enter into computer. Research problems and recommend appropriate corrective actions.

 

Provide information to the general public regarding city operations, procedures and facility locations.  Prepare and enter into computer orders for utility services. Attend meetings to remain current on all issues affecting utility services. Process deposit refunds monthly; maintain information relating to new construction.

 

Follow all safety rules and procedures established for work areas.

 

Write, follow, and update procedures relating to area of expertise. Track, document and report City performance relating to area of expertise.

 

Assist and support team performance, work cooperatively with other team members. Communicate effectively in a positive manner. Provide positive support to internal and external customers.

 

AUXILIARY JOB FUNCTIONS: 

Perform other accounting and general office duties to assist others within the department as staffing and workloads dictate. Maintain proficiency by attending training conferences and meetings, reading materials and meeting with others in areas of responsibility. Maintain work areas in a clean and orderly manner.

 

JOB QUALIFICATION REQUIREMENTS:

MANDATORY REQUIREMENTS: High school education plus two years specialized office training, accounting experience and two years experience in a fast-paced office environment, or any satisfactory combination of experience and training which demonstrates the knowledge, skills and abilities to perform the duties of the position. Knowledge of basic accounting practices, office procedures and equipment. Knowledge of computer programs such as spreadsheets, word processing and financial accounting software. Ability to effectively communicate with others. Excellent telephone and customer service skills and cash handling experience.

 

SPECIAL REQUIREMENTS/LICENSES: Possession of valid Oregon Drivers License (or ability to obtain) and acceptable driving record.

 

DESIRABLE QUALIFICATIONS: Bachelorís degree with emphasis in accounting, business or related field. Previous utility billing experience. 

 

SUPERVISORY RESPONSIBILITIES:  

Supervision is not a typical function assigned to this position. May provide training and orientation to newly assigned personnel on department policies and practices.

 

SUPERVISION RECEIVED: 

Works under the general supervision of the Customer Service Supervisor.

 

Account Clerk I/Utility Billing

IBEW Clerical Technical Union

 

 

PURPOSE OF POSITION: 

Perform various accounting and clerical tasks related to the maintenance and preparation of computerized accounts receivable for the cable television, water, sewer and electric utilities.

 

ESSENTIAL JOB FUNCTIONS: 

Prepare cable television, water, sewer and electric billings.  Process and transfer automated meter reading data to the Utility Billing program. Prepare, process and review reports, audits and billing statements. Prepare statements for mailing.  Conduct research and resolve questionable data or problems.

 

Accept customer service orders and enter into computer.  Create new accounts by assigning account numbers, addresses, etc.  Accept and post utility payments to accounts.  Respond to questions from the public in person, over the telephone and through written correspondence regarding utility accounts, Ashland Fiber Network, and other general information.

 

Maintain cable television, water, sewer, and electric account information.  Enter changes regarding owner/renter, mailing address, water consumption, meter numbers, etc., and correct errors as necessary.  Enter new rates as changes occur.  Manage and maintain automatic landlord program, add or remove landlords from the program.

 

Enter information on customer accounts choosing automatic clearing house or automatic credit card payment.  Maintain and monitor these accounts and transmit payments on a weekly basis.

 

Monitor closed delinquent accounts and submit to collection agency when deemed uncollectible.  Review and record collection activity on ledger cards and spreadsheet.  Review collection agency statements for accuracy and process for payment.  Follow all safety rules and procedures established for work areas.

 

Write, follow, and update procedures relating to area of expertise.  Track, document, and report City performance relating to area of expertise.

 

Assist and support team performance, work cooperatively with other team members.  Communicate effectively in a positive manner.  Provide positive support to internal and external customers.

 

JOB QUALIFICATION REQUIREMENTS:

Mandatory Requirements: High school education or equivalent plus three years office/banking experience or relevant college course work, plus a minimum of one year accounting experience, or any satisfactory combination of experience and training which demonstrates the knowledge, skills and abilities to perform the duties of the position.  Knowledge of basic accounting practices, office procedures and equipment.  Knowledge of computer programs such as spreadsheets, word processing and financial accounting software. 

 

Special Requirements/Licenses: Possession of valid Oregon driverís license (or ability to obtain) and acceptable driving record.

 

Desirable Qualifications: Prior accounting experience with emphasis in computerized utility billing environment involving Itron computerized meter reading equipment. Knowledge of and experience in governmental accounting procedures.  Post high school education equivalent to an Associate degree in Accounting.

 

SUPERVISORY RESPONSIBILITIES:  

Supervision is not a typical function assigned to this position.  May provide training and orientation to the newly assigned personnel on department polices and practices.

 

SUPERVISION RECEIVED: 

Works under the general supervision of the Customer Service Division Manager.

 

 

P/T Receptionist

Confidential

 

 

PURPOSE OF POSITION: 

Perform a variety of administrative support tasks as a receptionist for the department and City. Provide front line customer service in person, over the telephone and online, respond to questions and problems, disseminating general information on city activities and business.

 

ESSENTIAL JOB FUNCTIONS: 

Meet and greet visitors at the front counter. Provide information to the general public regarding city operations, procedures and facility locations. Respond to questions, in person and over the telephone, concerning utility rates and fees, operations, schedules and availability of city officials in the building. Announce visitor arrivals to other divisions and departments as needed.

 

Assist with processing customer utility payment, mail and miscellaneous correspondences and deliveries received by the City. Research information as requested.

 

Assist and support team performance, work cooperatively with other team members. Communicate effectively in a positive manner. Provide positive support to internal and external customers.

 

Follow all safety rules and procedures established for work areas.

 

AUXILIARY JOB FUNCTIONS: 

Perform general office and clerk duties to assist others within the department as staffing and workloads dictate. Attend training and meetings, read materials and meet with others as directed. Maintain work areas in a clean and orderly manner.

 

JOB QUALIFICATION REQUIREMENTS:

MANDATORY REQUIREMENTS: High school education plus two years office training and/or customer service experience or any satisfactory combination of experience and training which demonstrates the knowledge, skills and abilities to perform the duties of the position. Knowledge of basic computer use and customer service experience. Excellent telephone and customer service skills a must.

 

SPECIAL REQUIREMENTS/LICENSES: Possession of valid Oregon Drivers License (or ability to obtain) and acceptable driving record.

 

DESIRABLE QUALIFICATIONS: Post high school education equivalent to an Associate degree in Business or Accounting. Knowledge of computer programs such as spreadsheets, word processing and financial accounting software a plus. Cash handling experience desirable.

 

PHYSICAL DEMANDS OF POSITION: 

This position has an overall job strength rating as light. As such, the employee is:

         occasionally asked to stand, most often not more than 1-2 hours cumulative per day on carpeted floors;

         spends up to 6.5-7 hours sitting per day in adjustable office ergonomic chair in which the position can be varied at will and alternated with standing and walking;

         infrequently asked to drive, most often only for out-of-office meetings whereby employee operates personal vehicle (infrequent driving time can vary between 15 minutes to 6.5 hours);

         able to change work position at will, take short standing/walking breaks as needed, and/or alternate job tasks for position variance;

         required to walk, generally within immediate office environment, mostly on carpeted surface, and can occur off and on throughout a work day, with short distances within 500 feet;

         frequently required to carry office items, supplies and/or files of up to 5 pounds and infrequently carry up to 20 pounds within the office distance of 500 feet;

         frequently required to lift/lower such office items as files of up to 5 pounds, usually between floor to shoulder height, and infrequently to occasionally lift/lower items up to 20 pounds, usually between floor to waist height;

         infrequently required to occasionally push/pull up to 20 pounds of force using rolling cart or dolly, usually within office environment and/or to personal vehicle, with lesser occasionally to frequently push/pull force to open/close file drawers;

         usually not required to bend from waist or knees;

         usually not required to twist;

         occasionally to frequently required to forward reach for supplies, desk items and filing, but infrequently required to reach overhead for office/mailing supplies, yet can use a step stool;

         frequently to continuously required to use computer, mouse, phone and other office work tasks; occasionally required to grasp or grip with hands, especially for carrying, using mostly light force;

         occasionally required to write and perform other tasks by using fingers to exert force;

         not required to climb stairs if elevator is used;

         not required to balance;

         not required to kneel, but may occur by worker choice when obtaining office items from low shelf heights;

         not required to crouch, but may occur as part of body mechanics handling/lifting;

         not required to crawl;

         required to use sensory functions as follows:

1.        occasional to frequent use of speaking for office/phone verbal communications;

2.        occasional to frequent hearing for general work communications; and

3.        frequent to continuous seeing for all work activities.

 

WORKING CONDITIONS: 

Usual office working conditions. The noise level in the work environment is typical of most office environments.

SUPERVISORY RESPONSIBILITIES:  

Supervision is not a function assigned to this position. May provide training and orientation to newly assigned personnel on department policies and practices.

 

SUPERVISION RECEIVED: 

Work under the general supervision of the Customer Service Division Manager.

 

 

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