PURPOSE OF JOB: To handle customers in a professional and friendly manner. To process APC utility payments, answer questions and requests of customers regarding bills, transfer of service, and delinquent account payment arrangements. Also, to perform other duties required by the Business Office Department.

ESSENTIAL FUNCTIONS OF THE POSITION: DAILY/WEEKLY

EVERYONE

· Greet walk-in customers, process payments and assist in all areas of Customer Service

· Listen, understand, communicate, organize and help solve customer account problems

· Input pertinent information to customer accounts, payment arrangements, service orders

· Answer phones, attend to customer requests & route calls to appropriate employee

METER READING

Load/unload meter reading handheld device

Drive AMR routes and Collect reads from AMR meters

Manually read meters that aren’t transmitted and follow-up on issue

Replace damaged/non-functioning meters, as allowed

Install meters for new accounts and existing services, as allowed, during working hours

Remove meters for final billed accounts with no new occupant

Read meters for transfer requests

COLLECTIONS

Visit homes for cut for non-payment

MARGINAL FUNCTIONS OF THE POSITION:

· Work with Engineering for trip charges, Field Engineer for construction charges

· Process paperwork for customers disconnects for non-payment when needed

· Process and file certificate of deposits

· Assist with opening and sorting mail for Accounts Receivable

· Perform other duties are requested

· Attend essential meetings (Departmental, safety, etc.)

· Collect deposits and input guarantors into the system

· Mail/Email Residential Utility Customer’s Rights & Responsibilities booklet, rate schedule, and online account set-up instructions to new residential customers

· Contact with DHHS, and other assistance agencies involving payment approvals, problems, etc

· Update CRC on customer accounts cut for nonpayment

· Add charges to customers’ accounts (reconnect fees, deposits, field collection fees, etc.)

· Provide guidance to customers with high usage complaints

· Send out customer welcome packets

· Work with landlords and input their rental units into the system

JOB QUALIFICATIONS:

· High school diploma

· Valid Michigan drivers’ license and acceptable driving record

· Hands on computer experience

· Basic accounting knowledge & secretarial skills

· Proficient in word and excel

· Ability to communicate with customers in a professional and friendly manner

· Ability to accurately compose and type correspondence

· Ability to deal with difficult people

· Possess a pleasant speaking voice

· Ability to work with detail and accuracy

· Ability to treat information confidentially

PRINCIPAL CONTACTS:

APC walk-in customers, telephone customers and employees.

: APC walk-in & telephone customers, landlords, Department of Human Services, St. Vincent DePaul Society, Salvation Army & other “assistance” agencies

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Health insurance

- Life insurance

- Paid sick time

- Paid time off

- Vision insurance

Work Location: In person