ACCOUNT REPRESENTATIVE III - Range 11 / AMEA

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ACCOUNT REPRESENTATIVE III - Range 11 / AMEA

Salary

$46,904.00 - $59,675.20 Annually

Location

3000 Arctic Blvd., AK

Job Type

Regular

Job Number

2024-00278

Department

Anchorage Water & Wastewater Utility

Division

Contact Center Collections

Opening Date

04/30/2024

Closing Date

5/15/2024 12:00 AM Alaska

• Description

• Benefits

• Questions

Job Information

Open to the general public and any current Municipal employee.

This position is represented by the Anchorage Municipal Employee Association (AMEA) and is subject to the provisions of the current agreement between the Municipality of Anchorage and the AMEA.

DEPARTMENT: Anchorage Water & Wastewater Utility (AWWU)

HOURS OF WORK: Monday-Friday, 8:00am-5:00pm

LOCATION: 3000 Arctic Boulevard

Participates in major emergencies or disasters as outlined in AWWU’s disaster plan matrix, which defines each employee’s potential duties and responsibilities. This may include 12-hour work shifts, which may continue for 72 hours or more starting at any time an event might occur, seven (7) days a week, 24 hours per day.

Example of Duties

Respond to customer requests to establish, change or discontinue water and/or wastewater service. Establish and maintain pertinent customer information to proper billing of monthly and other services. Explain services, billing rates and payment options available to customers. Collect monthly revenue to include setting up payment arrangements, deposits on past due accounts, outbound collection calls, and providing assistance with online account management. Provide accurate, complete and timely processing for all changes in services or adjustment to accounts. Partner with all internal divisions to provide one comprehensive source of utility information. Work with computer software applications for customer information, GIS, online account management, Interactive Voice Response systems, Service Order Mobile Dispatch and Maximo work orders. Establish appointments between customers and field service personnel using the Field Service Scheduler for on-property work orders such as key box locates, repairs, or inspection of service connections.

Minimum Qualifications / Substitutions / Preferences

Minimum Qualifications:

High school diploma, GED or equivalent, and three (3) years of experience in a customer service, collection, or accounting environment.

Preferences:

• Experience reviewing account discrepancies and managing customer accounts.

• Experience in collections and handling delinquent accounts.

• Experience in explaining tariffs, rates, and fee structures, or complex procedures.

• Experience dealing with the public.

• Experience with data entry to maintain accurate records.

• Experience with Contact Center or Customer Service.

Additional Important Information

The Municipality Of Anchorage participates in the U.S. Department of Homeland Security E-verify Program. For more information, please go to http://www.uscis.gov/E-verify. E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

If selected for hire, the appointment in this position will be conditional based upon a satisfactory Municipal Employment Office conducted Background Check. A Background Check encompasses criminal history, verifying education, and verifying dates of employment.

Military Service Interview Preference:

Veterans or who wish to be considered for interview preference as permitted in Municipal Personnel Rules 3.30.031 D must attach to the application a copy of their DD Form 214, DD Form 256, NGB Form 22, or a letter from the US Department of Veterans Affairs recognizing the person as a veteran. The attached documentation must show an honorable discharge or general (under honorable conditions) discharge. The minimum qualifications of the position must be met for preference consideration.

Individuals currently serving as a member in good standing in the National Guard or the organized military reserves who wish to be considered for interview preference as permitted in Municipal Personnel Rules 3.30.031 D must attach proof of current service to the application. Proof of current service can be shown by submission of a statement of service which, at a minimum, shows full name, date of birth, Social Security Number, date service began, branch of service, rank, name of command providing the information, and unit of assignment. The statement of service must be on a form or letterhead of the individual’s command organization and show the name, signature, title and contact information for the signer providing the statement of service. The minimum qualifications of the position must be met for preference consideration.

The Municipality of Anchorage is an Employer of National Service. Please be sure to include any volunteer work with AmeriCorps, Peace Corps, or other national service programs on your application in the work history portion.

Application Process:

Once an applicant clicks on the "Apply" link underneath the header section of a vacancy announcement, they will be directed to the www.GovernmentJobs.com website to log into their existing account (or to create an account) of their application profile. Applicants will create or review their profile, make any updates necessary, and submit their application from their personal account. Note: The GovernmentJobs website and applicant's profile accounts are not administered by the Municipality of Anchorage. For technical assistance or customer service regarding an account profile, applicants may contact the GovernmentJobs customer support line at 1-855-524-5627.

For general questions regarding Municipal vacancy announcements or the employment process with the Municipality of Anchorage, applicants may contact the Employee Relations Department at 907-343-4442 during regular business hours of Monday through Friday, 8:00 a.m. to 5:00 p.m., Alaska Standard Time.

The MOA is an EO and AA Employer and complies with Title I of the ADA.

For information regarding requests for reasonable accommodations related to employment under the Americans with Disabilities Act, please contact the Municipality of Anchorage ADA Coordinator at 907-343-4571.

The Municipality of Anchorage (MOA) offers a competitive benefits package to eligible employees that may include:

Health / Medical Benefits:

• Medical/Dental/Vision/Audio

• Life Insurance

• Dependent Life Insurance

• Short Term Disability

• Long Term Disability

• Flexible Spending Accounts – Health and Dependent Care

• Health Savings Accounts

Retirement:

• State of Alaska Public Employee Retirement System (PERS) Program

• 401(k) and 457 Savings Plans

Employer Paid Benefits:

• Employee Assistance Program

• Paid Leave Plan

• 11 Paid Holidays

For an overview of our medical benefit package go to http://www.muni.org/Departments/employee_relations/Pages/BenefitsSummaries (http://www.muni.org/Departments/employee_relations/Pages/BenefitsSummaries.aspx) .

01

In order to be considered, applicants must provide accurate and complete education and work history information in its entirety. The referenced information listed on the online application will be used to determine the applicant's qualifications toward meeting the minimum requirements for the position (e.g., if you list that you have 6 years of experience in a certain field, that experience must be easily identifiable on the 'Work Experience' section of your application).

Attaching a resume is not an alternative to filling out the application in its entirety. Noting "see resume" or any similar comment on any portion of your application may lead to you being disqualified for the position.

If the experience you reference in the below questions is not clearly included and described in your Work History section, your application will be considered not qualified for this position and you may be removed from consideration.

Do you understand, in order to be considered for this position, accurate and complete education and work history information must be provided?

• Yes

• No

  02

  Please select which best describes your level of education.

• None to less than high school

• High school / GED / Equivalent (or higher)

  03

  Please select the level of experience you possess in a customer service, collection, or accounting environment.

• None to less than 3 years

• 3 years or more

  04

  Please select the level of experience you possess in working with sensitive customer data, and securing or posting payments.

• None to less than 2 years

• 2 years or less than 4 years

• 4 years or more

  05

  Please select the level of experience you possess in working with cash and/or reconciling data and/or account information.

• None to less than 2 years

• 2 years to less than 4 years

• 4 years or more

  06

  Please select the level of experience you possess in reviewing data for accuracy and/or correcting data entry errors.

• None to less than 2 years

• 2 years to less than 4 years

• 4 years or more

  07

  Please select the level of experience you possess in communicating with customers about past due account balances, establishing payment arrangements, and securing payments.

• None to less than 2 years

• 2 years to less than 4 years

• 4 years or more

  08

  Please select the level of experience you possess in preparing, documenting, and evaluating customer information.

• None to less than 2 years

• 2 years to less than 4 years

• 4 years or more

  09

  Please select the level of experience you possess in explaining policy and procedures to customers and/or working with billing rates, fee structures, or tariff policies.

• None to less than 2 years

• 2 years to less than 4 years

• 4 years or more

  Required Question

Agency

Municipality of Anchorage

Address

632 W 6th Avenue, Suite 605 Anchorage, Alaska, 99501

Phone

(907) 343-4442

Website

http://www.muni.org/jol

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