General Clerk I

Job Description

The General Clerk I is responsible for providing effective customer service for all internal and external customers by using excellent knowledge of company services and programs as well as communicating effectively with team members within the customer service department. Duties include answering customer inquiries, document management, accurately handling, processing, and posting customer payments, updating customer accounts and processing service orders to establish or discontinue utility service.

Reporting Relationships

Works under the administrative supervision of the Comptroller, who generates assignments and periodically reviews work.

Work Environment

• The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this job.
• Work is performed in the office Monday through Friday 7:30AM to 4:30PM. Remote work is not available for this position. Effective June 5th - September 1st, schedule will be Monday-Thursday, 7 a.m.-5:30 p.m.
• Work requires prolonged periods sitting at a desk and working on a computer.
• Operates in a professional office environment.
• Operate personal computer and business applications for word processing, spreadsheet, and database.
• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. Occasionally lifting of objects up to 20 lbs.
• Mobility to move around the building.
• Operate standard office equipment and machines such as printer, fax, calculator, copy machine, scanner, postage machine, multi-line telephone and keyboard.
• Exposed to numerous distractions, noises, and interruptions.
• Requires visual ability to read both from a computer screen and paper copies.
• Manual dexterity required for continued data entry.

Essential Functions & Responsibilities

Essential functions and responsibilities include, but are not limited to the following:

• Provides timely feedback to the company regarding service failures or customer concerns.
• Answers questions from customers or individuals on electric or water utility services or directs them to the person able to assist them.
• Prepares service orders to open, close, repair, reread meter, repair streetlights, test backflow device or other services required.
• Create reports, letter of credit, account research, prepare invoice copies as needed for customers and coworkers.
• Handle returned mail, research correct address, place notes on account and alert the General Clerk II’s of the delay if the customers due date will be affected.
• Assists in maintaining and monitoring electronic data for established customers.
• Receive, process and post customer payments received in person, through the mail, or via telephone communication.
• Answers members’ questions relating to power usage/consumption, billing amounts and rates. Assists members in identifying ways to reduce electric consumption.
• Accurately make change for cash transactions and balance cash drawer daily.
• Work to provide a positive customer experience in all transactions by interacting professionally with other employees, customers, and vendors.
• Process applications for new service by collecting deposits for accounts as needed in accordance with established procedures.
• Research, interpret and analyze information including complex billing and payment histories to resolve any discrepancies.
• Works effectively as a team contributor on all assignments.
• Assist customers via telephone regarding regulatory billing requirements, company processes, service outages, restoration of electric or water services and electric or water service billings.
• Navigate through multiple computer software programs to address account information specific to customer inquiries.
• Apply adjustments, charges, and any other type of revenue generation. Set up customer payment arrangements.
• Receive and route incoming calls to proper departments or individuals, using multi-line telephones, provide information to walk-up customers and directs customers to the proper department or individual when necessary.
• Establishes, develops, maintains and updates filing.
• Retrieves information from files when needed.
• Reviews own work for accuracy and routinely detects or prevents errors or mistakes.
• Maintain confidentiality of restricted or private information, records and effectively handle sensitive situations.
• Actively participates in training for General Clerk II.
• Perform other duties as assigned.

Knowledge, Skills & Abilities

• Detail oriented and can think critically.
• Extensive knowledge of customer techniques to promote customer satisfaction.
• Ability to demonstrate patience, active listening skills, and effectively handle difficult situations.
• Have working knowledge to master new software and support systems.
• Ability to work in multi-task work environment, with constant interruptions and distractions while meeting deadlines for assigned projects.
• Ability to take initiative and be self-motivated to make independent decisions using sound judgment.
• Communicate clearly in a professional, business-like manner, both orally and in writing.
• Ability to gather necessary information from internal and external customers, determine appropriate course of action and provide information to customers.
• Possess communication and interpersonal skills to interface with team members and customers in a fashion that promotes positive customer relations.
• Comprehend rate fees and schedules
• Ability to perform basic math calculations including addition, subtraction, multiplication, division to balance documents.
• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exist.

Physical & Sensory Requirements, Work Environment & Conditions

• Operates in a professional office environment.
• Operate personal computer and business applications for word processing, spreadsheet, and database.
• This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. Occasionally lifting of objects up to 20 lbs.
• Mobility to move around the building.
• Operate standard office equipment and machines such as printer, fax, calculator, copy machine, scanner, postage machine, multi-line telephone and keyboard.
• Exposed to numerous distractions, noises, and interruptions.
• Requires visual ability to read both from a computer screen and paper copies.
• Manual dexterity required for continued data entry.
• Must be able to exchange phone conversation with office background noise.

Education & Qualification Requirements

• Minimum age of 18.
• High school diploma or its equivalent.
• A minimum of three years of general customer service experience.
• Ability to work scheduled shifts and meet attendance requirements,
• Member in good standing of the IBEW.

Benefits & Total Rewards

Modern Electric Water Company provides a comprehensive package that includes compensation, benefits, retirement plans and employee development. We have a variety of programs and options to fit your needs, including:

• Medical
• Dental
• Vision
• Paid Time Off (Vacation, Illness)
• 10 Paid Company Holidays
• 457(b) Deferred Compensation Plan with employer match of up to 14% (Pre-tax & Roth Options)
• Defined Benefit Pension Plan
• Short-Term and Long-Term Disability Benefits
• Employee and Dependent Life/AD&D Insurance
• Critical and Accident Insurance
• Tuition Assistance
• Employee Assistance Program
• Training and Development Opportunities

Additional Requirements

Offers of employment are contingent on verification of information provided by the applicant as part of the application process, including potential background check and a preplacement drug screening. Must be able to reliably commute or plan to relocate before starting work.

How to Apply

If you wish to apply for the General Clerk I position, please submit application materials electronically, in person, or by mail to Modern Electric Water Company, Attn: Human Resources, P.O. Box 14008, Spokane Valley, WA 99214. Your application will not be reviewed if these items are missing or incomplete. The following application materials are required:

• Completed Modern Electric Water Company Application for Employment (Application Form For Employment.)
• Cover Letter
• Resume

Employees desiring consideration for the vacant position shall submit the items listed above during the timeframe indicated in this position posting. Modern will not be obligated to accept or otherwise consider a request from an employee who has not completed and submitted the appropriate documents within the posting time frame.