Job Description
Summary The purpose of this position is to monitor and operate equipment that allows the utility to determine work to be performed for all city services, outages, collection, customer service, and field activities. This position also analyzes headend meter data to ensure accurate billing. This position is able to communicate effectively during high pressure situations. Works under close supervision with minimal latitude for the use of initiative and independent judgement. Essential Functions Assist customers with questions regarding billing, payments, and rates; Monitors various equipment and software for outages, relaying information to internal and external customers; Monitors weather alerts for potential moratorium and communicates information as required; Monitor and perform necessary functions to ensure completion of retail market transactions within required market timelines; Prepares necessary documentation for needed utility locates and coordinates work with TX 811; Coordinates with staff from all city departments including; electric, water, wastewater, streets, LPD, and LFR, after hours regarding emergency services; Coordinates with staff from all city department for delivery of service; Communicates with all city departments in order to assist in the resolution of customer needs; Analyze interval meter data, identify errors, and determine appropriate action to resolve exceptions for billing; Maintains working knowledge of policies and procedures for all city utilities and retail market operations; Performs other duties as required. Qualifications Requires High School diploma or the equivalent with an additional one to three years of experience dealing with customers or the public including analyzing large number of reports and data. Position may require rotating shifts, on call shifts and working weekend and/or holidays. Knowledge and Abilities Knowledge of: Modern business office best practices; Effective customer service and de-escalation techniques; Customer information system, billing software, database entry; Telephone etiquette; Billing principles; Mobile dispatching systems. Ability to: Communicate and work effectively in a courteous manner with internal and external customers, and the general public; Analyze information to determine appropriate discretionary fees as it relates to City of Lubbock Utilities and Lubbock Power & Light Retail Market Operations; Extract and analyze data, making decisions within defined policies and procedures; Make sound judgements regarding customer issues while following established policies and procedures; Work in multiple software systems to provide information quickly and efficiently to various departments regarding emergency situations that may have direct impact on citizen safety; Effectively operate a personal computer while accessing various databases; Access multiple systems and capture information while responding real-time to customer inquiries; Perform basic mathematical calculations using addition, subtraction, multiplication, and division; Read and follow directions; Prepare and maintain accurate records. Physical Requirements: Frequently stand and walk; Frequently flex upper trunk forward; Frequently lift up to 10 pounds; Frequently push and pull objects; Frequently flex upper trunk forward, partial flexing of knees; Frequently flex upper trunk forward while sitting or standing; Frequently reach above, at, or below shoulder height; Continuously talk, see, and hear.