MAJOR RESPONSIBILITIES
- Handles all customer concerns and coordinates with other offices regarding specific complaints and requests; provides customer feedback on status of concerns
- Generates job orders from the system, evaluates all returned investigation results, and updates and closes issues/cases in customer service information system (CSIS)/ workflow management system (WMS)/ Anti-Illegal System (AIS)
- Receives, evaluates and processes all application for water and sewer service connection (WSC & SSC), regularization of unregistered connections, and reactivation of inactive accounts as investigated by Zone Management (ZM)
- Issues clearances to new water service connection (WSC) applications and to accounts subject for reactivation
- Prepares/generates cost estimate for all received WSC applications in coordination with technical management
- Updates customer records in Systems Applications and Products (SAP) and posts approved revised amount in SAP (DM/CM)
- Evaluates, prepares, and posts revision for erroneous billing, inappropriate rate code, and etc.
- Processes and monitors all illegal cases (confirmed illegalities) and accounts with promissory notes (PN), and all applicable notices issued to the customer.
- Attends to customer queries regarding the implementing rules and regulations of R.A. 8041 and ensures that the violator understands the violations committed
- Computes for the under collection charges to be paid by the violator
- Monitors the payments of under collection charges/penalties, arrears and other miscellaneous charges through system (SAP) verification
- Prepares required reports such as first billing of new WSC, reactivated accounts, regularized accounts, summary report on billing-related complaints, new WSC-applications processed, illegal connection reports, and etc.
- Performs other related tasks as may be assigned
QUALIFICATIONS AND COMPETENCY REQUIREMENTS
MINIMUM EDUCATION AND PROFESSIONAL LICENSES
- Graduate of any four (4) year business or finance management related course
WORK EXPERIENCE
- Preferably with relevant work experience
FOUNDATIONAL COMPETENCIES
- Analytical Thinking
- Interpersonal Skills
- Communication
- Adaptability
- Customer Focus
TECHNICAL COMPETENCIES
- Account Management
- Account Data Management
- Relationship Management
- Market Development
- Water Supply and Pressure Management
- Project Development and Monitoring
- Budget Management
- Contract Management of Service Providers
- Asset Management
- Employee Welfare Administration
- Water Supply and Wastewater Fundamentals
- Regulatory and Policy Compliance
- NRW Management/Water Systems Efficiency
WORKPLACE RESOURCES AND ENVIRONMENT EQUIPMENT/SOFTWARE USED
- Personal Protective Equipment (PPE)
- Various laboratory instruments and equipment.
- Office equipment, computers including software, i.e. Microsoft Office
WORKING CONDITIONS and OCCUPATIONAL HAZARDS
- Personal Computer
- Microsoft Office Tools
- Systems, Applications and Products (SAP)
- Workflow Management System (WMS)
- Customer Service Information System (CSIS)
- Bill Recalculation System (BRS)
- Anti-Illegal System (AIS)
- Business Intelligence (BI)
- Info view
