SUMMARY/PURPOSE Under general direction and using independent judgment, the Utilities Information Specialist will establish and perform utility office support services, to include preparation of complex documents and reports, advise, assist, and train staff who perform office support service, and provide service to the public on complex or specialized utility related matters. Essential Duties & Responsibilities (other duties may be assigned) 1. Collect, analyze, consolidate, and summarize utility data from different sources. 2. Prepare, check, record, and analyze complex utility data, forms, reports, notices, bills, invoices, statements, registrations, permits, utility service applications, legal descriptions, and other documents. 3. Collect, analyze, consolidate, and summarize information, data, and materials for typing. 4. Compose utility related letters, assessments, work orders, minutes, requisitions, schedules, contracts, orders, service appointments, agendas, and other documents. 5. Write complex letters, memos, correspondence, and other materials from statutory procedures, standard practice, rough drafts, and oral/written instructions. 6. Independently respond to routine utility related correspondence and process papers and documents for which standard forms and procedures are available. 7. Review, check, process, and distribute typed reports. 8. Calculate utility related charges, secure payments, issue receipts, balance accounts, and deposit money from charges, fees, bills, and deposits. 9. Calculate, balance, reconcile, and post utility billing and payment data to financial records and utility customer accounts. 10. Obtain, record, distribute, and route mail and correspondence. 11. Establish and maintain filing systems including confidential utility account applications, billing and payment information, and utility related systems where discretion and decision-making are involved. 12. Requisition, store, distribute, and inventory office supplies and equipment. 13. Schedule, arrange, prepare, and provide clerical support for meetings and events. 14. Maintain calendars, datebooks, and schedules. 15. Assist in the establishment and modification of office procedures as required. 16. Verify confidential utility and utility customer data for entry including checking source documents for accuracy and completeness. 17. Perform entry, retrieval, and compilation of data from source documents using data entry, personal computer, and retrieval of data from current databases using established procedures. 18. Operate and maintain office and meter reading equipment, to include, copiers, computers, calculators, scanners, handheld meter readers, printers, and other office equipment as needed. 19. Establish and maintain computer files and databases using available utility software. 20. Train assigned personnel. 21. Provide utility customer service support using the telephone, email, direct customer contact, and other written, verbal, or electronic communication. 22. Manage customer phone calls to fully understand the problem/concern and use independent judgment to determine the proper course of action. 23. Provide information, respond to questions, and interpret regulations, policies, statutes, and procedures related to utility services. 24. Acknowledge utility customer complaints and problems and resolve them, dispatching the appropriate crew, or refer them to appropriate party. 25. Secure, review, approve, deny, and issue forms, applications for utility service, permits, contracts, and certificates. 26. Review records and collect information concerning delinquent accounts to determine utility security deposits and collection past due bills. 27. Manage department procedures in response to water and natural gas utility related emergencies and complete required data collection and retention records. 28. Detect and analyze indicated metering abnormalities in relation to past consumption patterns, seasonal variations, and other pertinent factors, and to draw reasonable conclusions.