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Job Specification



 Under direction, performs work involved in receiving and handling
 customer  complaints, requests, and/or inquiries  concerning  the
 providing  of  public  services, billings, service  charges,  the
 issuance  of  licenses, certificates, and permits,  and/or  other
 matters  of  a  similar  nature; does  other  related  duties  as

 NOTE: The  examples of work for this title are for illustrative
 purposes  only.  A particular position using this title  may  not
 perform all duties listed in this job specification.  Conversely,
 all duties performed on the job may not be listed.

 NOTE: Appointments may be made to positions requiring 
 bilingual skills.

 08033 - Bilingual in Spanish and English
 Applicants must be able to read, write, speak, understand, or 
 communicate in Spanish and English sufficiently to perform 
 the duties of this position.


 Receives  and  resolves  inquires  and  complaints  by  customers
 concerning  high  or  incorrect  billings,  service  charges  and
 connections,  change  of name and address, service  installation,
 meter   repairs,  sidewalk  and  street  restoration,  and  other
 problems that arise.

 Prepares  forms  for  change  of address  of  customer  for  data

 Handles  customer  requests concerning turn-on  and  turn-off  of
 water  supply and/or electric service, and maintains a record  of
 all such actions.

 Prepares  information  and  forms regarding  the  request  and/or
 billings  for  special, final, and private reading of  water  and
 electric meters.

 Processes checks and money orders received as payment for  water,
 electric,  and  sewer  billings  by  checking  street  addresses,
 account  numbers,  and trial balances, so the cashier  may  accept

 Answers  inquiries  and gives information  concerning  water  and
 electric  meter  readings, the manner of making computations  for
 water  and  electric use, and the water and electric distribution

 Checks on new accounts to ensure proper billings.

 Prepares reports.

 Establishes and maintains records and files.

 May make field inspections of water, sewer, and/or electric lines
 and  connections, as the result of customer complaints,  to  ensure
 that   property  is  being  billed  properly  according  to  rate

 Inspects property to determine proper rate structure category and
 gathers needed information for the customer account.

 Explains to customers how charges are calculated.

 Ensures  that  records  are updated so that  customer  is  billed

 May  make  field  investigations to  obtain  information  on  new
 construction, subdivisions, or changes in property ownership.

 Provides  information to the public concerning  the  issuance  of
 various licenses, certificates, and permits.

 Answers  questions,  explains procedures, provides  instructions,
 and  resolves  problems concerning the completion of applications
 and other forms.

 Distributes  forms and information to the public  to  communicate
 specific  requirements  of  relevant licensing  and  registration
 laws, regulations, and policies.

 Inspects  tax  maps  to  locate property lines  and  may  inspect
 property for proper utility installation and connections.

 Collects  payments for services and penalty and interest charges,
 and makes partial payment arrangements as necessary.

 Interviews applicants for water, gas, and/or electric service.

 Talks  with  customers by phone or in person and receives  orders
 for installation, turn-on, discontinuance, or change in services.

 Fills  out  forms,  determines  charges  for  service  requested,
 collects deposits, prepares change of address records, and issues
 discontinuance orders.

 May  adjust  complaints concerning billing or  service  rendered,
 referring  complaints of service failures, energy  diversion,  or
 meter tampering to designated departments for investigation.

 May  visit  customers at their place of residence to  investigate
 conditions preventing completion of service connection orders  or
 for investigations involving meter tampering or energy diversion.

 Reviews  meter books, microfilm, computer printouts, and  machine
 accounting records for errors causing high bill.

 Orders tests to detect meter malfunctions.

 Confers  with  customer  in  person, by  telephone,  or  dictates
 correspondence to explain reasons for high bill.

 Prepares  forms  required  for correction  of  meter  reading  or
 billing errors.

 Participates  in  publicity, marketing,  and  customer  relations

 Will  be required to learn to utilize various types of electronic
 and/or  manual  recording and information  systems  used  by  the
 agency, office, or related units.



 One (1) year of experience in the receiving and handling  of
 customer complaints and inquiries.


 Appointees  will  be required to possess a driver's  license
 valid  in  New Jersey only if the operation of a vehicle,  rather
 than  employee mobility, is necessary to perform essential duties
 of the position.


 Knowledge  of  regulations and procedures dealing  with  billing,
 computing  charges,  and making connections  relative  to  water,
 sewer,  and/or  electric  utility  services,  after  a  period  of

 Knowledge of utility rate structure, after a period of training.

 Knowledge   of   regulations  pertaining  to  the   installation,
 connection, and discontinuance of utility services, after a period
 of training.

 Knowledge   of   laws,  regulations,  policies,  and   procedures
 regarding  the  issuance  of  various licenses,  permits,  and/or
 certificates, after a period of training.

 Knowledge   of  records  and  procedures  involved  in  recording
 payments  for  utility services, interest,  and  penalty  charges,
 after a period of training.

 Knowledge of methods involved in recording meter readings and  in
 calculating water and/or electric consumption, after a  period  of

 Knowledge  of office methods, practices, routines, machines,  and

 Knowledge  of  the  internal  organization,  personnel,  resource
 scheduling, functions, and established regulations, policies  and
 procedures, after a period of training.

 Knowledge   of   techniques  in  communicating  effectively   and
 courteously with the public.

 Ability  to deal tactfully with varied types of persons who  have
 complaints  about their billings or who are delinquent  in  their

 Ability  to  analyze  and interpret procedures  relating  to  the
 collection  of  utility payments, penalty and  interest  charges,
 partial  payments, and investigative charges for meter  tampering
 and energy diversion.

 Ability   to  take  and  maintain  a  firm  correct  stand   when
 controversies arise, and to deal with hostile individuals.

 Ability to establish and maintain records and files.

 Ability to interview people and compile information.

 Ability to communicate effectively with different kinds of people
 and to provide them with proper  information.

 Ability to prepare reports and complete forms.

 Ability to record numerical or other information accurately.

 Ability to recognize errors in printed material.

 Ability  to  utilize various types of electronic  and/or   manual
 recording and information systems used by the agency, office,  or
 related units.

 Ability  to  read, write, speak, understand, and  communicate  in
 English  sufficiently  to perform the duties  of  this  position.
 American   Sign  Language or Braille may also  be  considered  as
 acceptable forms of  communication.

 Persons  with  mental or physical disabilities  are  eligible  as
 long as they can perform the essential functions of the job after
 reasonable accommodation is made to their known limitations.   
 If the accommodation  cannot be made because it  would cause
 the employer undue  hardship, such persons may not be eligible.

This job specification is applicable to the following title code(s) which
are different work week or work month and/or variants of the job class title:
Local or
Class of
01459LC N/A03-
08033Bilingual In Spanish And EnglishLC N/A03-

This job specification is for local government use only.
Salary range is only applicable to state government.
Local salaries are established by individual local jurisdictions.