Job Description
Description
The City of Santa Ana is looking for individuals who are results-oriented, possess great attitude, demonstrate creativity and innovation, work efficiently, show a record of success and have a passion for public service. Having highly talented employees provides the best service to our community.
Under general supervision, performs customer service-related duties in the area of municipal utilities and participates in the maintenance of the software system used in billing transactions.
Essential Functions Include But Are Not Limited To
Receives and processes telephone and walk-in requests to turn on and turn off services for water and refuse. Answers inquiries in writing or by telephone regarding high bills, incorrect bills, service levels, and other customer concerns. Performs various arithmetic calculations to verify service charges against water units consumed. Accesses, audits, adjusts, and inputs account information into computer. Determines and quotes deposit amounts. Takes requests and prepares orders to change, set, remove, and repair water meters. Processes “read,” “connect” and “disconnect” service orders for field personnel. Determines and verifies, with the help of computer, if bills have or have not been paid; issues water bills. Completes and mails appropriate forms for a wide variety of account transactions. Researches historical account files for data needed on current accounts. Performs collection activities including but not limited to preparing correspondence and necessary follow-up. Performs clerical functions including but not limited to typing, filing, and word processing; composes and proofreads correspondence and other documents as needed; frequently uses independent judgment in determining proper format. Establishes and maintains filing systems. Calculates and summarizes statistical and/or other data. Maintains supplies. May train employees. Performs other functions as assigned. Configures the City’s financial software to create rules for operating processes and adjust the way information is processed by the software. Assists system users with issues concerning the software and troubleshoots problems. Tests software patches and new releases. Trains users on software, system access and processes, and data integrity. Researches and recommends system design changes and upgrades based on efficacy of current system, City rules and procedures, and user needs. Works with in-house technical staff and outside consultants to support the system and resolve complex issues. Documents the resolution of day-to-day systems issues and system requests.
Minimum Qualifications
Education and experience equivalent to graduation from high school, supplemented by courses in financial record keeping, and some experience in general clerical work, one year of experience in customer service and financial record-keeping, and one year of experience in the use of the enQuesta municipal utilities services system.
An education equivalent to graduation from a four-year college or university with specialization in public or business administration or closely related field, is highly desirable.
DESIRABLE KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of: basic record-keeping procedures; filing systems; arithmetic; modern office practices, procedures, equipment and clerical techniques; the enQuesta municipal utilities services system (and future releases purchased by the City). Skill in: routine data analysis; the use of clear and effective oral communication and tact when dealing with customers; operation of personal computers and financial software applications including the enQuesta municipal utilities services system. Ability to: type at a corrected speed of 20 words per minute; make simple arithmetic calculations with the help of a calculator; understand and carry out oral and written instructions; perform assignments without close supervision; learn, interpret and explain specific regulations, policies and procedures; maintain moderately complex records and prepare reports; close and balance money registers; make accurate and rapid computations and comparisons; train new users on the enQuesta software used by the City; troubleshoot problems, resolve software issues, and explain clearly and concisely operating methods and procedures of the enQuesta software to users; communicate effectively both orally and in writing; establish and maintain effective working relationships with other employees and the general public.
Bilingual fluency in English and Spanish OR Vietnamese is HIGHLY desirable.
Selection Process
All applicants are required to complete and submit a City application form online and answer the supplemental questionnaire. Resumes or faxed copies will not be accepted in lieu of the City online application. Stating "See Resume" is not an acceptable substitute for a completed application. To apply, click on the "Apply" link located at the top of this page. New users must create an account first. Click on this link for instructions on how to set up your account and apply for the first time: Online Employment Application Guide .
Applications will be reviewed by the Human Resources Department. Those applicants possessing the most pertinent qualifications will be invited to continue in the selection process, which will include: Oral Interview Examination (Tentatively scheduled for May 21, 2024) : (Weight of 100%) will evaluate the candidates' experience, training, education, and abilities in relation to those factors which are essential for successful performance on the job. Candidates need a minimum passing score in order to be placed on the eligible list.
The City of Santa Ana is an equal opportunity employer. If you consider yourself a person with a disability, you may contact us regarding providing reasonable accommodation.
Please visit the following website to view the summary of comprehensive benefits!
Summary of Benefits
(under SEIU)
NOTE: A more complete set of specifications for this classification may be found on the City's website or on file in the Human Resources Department. The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice. The types and levels of employee benefits provided, including City contribution toward benefit costs, are subject to change as a result of periodic contract settlements between recognized employee associations and the City of Santa Ana.
Closing Date/Time: 5/5/2024 11:59 PM Pacific
Base Pay
57,156
Job Address
Santa Ana, California
United States
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