Website TriCo Regional Sewer Utility
SUMMARY: This position is responsible for providing exceptional customer service under
limited supervision at the TriCo Regional Sewer Utility (TriCo).
All Employees at TriCo are expected to model the Utility’s vision and mission.
VISION: “To become a model regional utility.”
MISSION: “To provide high quality, cost-effective sanitary sewer service to our community.”
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
1. Meets, greets and direct visitors to the appropriate associates.
2. Answers phones and fields questions in all areas of customer service. This includes
communication with customers, by phone or in person, regarding billing questions, move in
or move out requests, inquiries, and complaints on their sewer bills.
3. Answers incoming calls for general Utility information, odor or overflow complaints, service
inquiries or other questions that may not be related to the Utility. Directs calls to appropriate
associate or provides correct contact information.
4. Receives payments, documents, package deliveries and mail. Logs all plans and
5. Processes payments, posts to appropriate accounts, prints batches, and prepares items for
the bank deposit. Payments may be walk in, drop box, e-payments, credit card or mailed
6. Processes requests from customers for service changes to include but not limited to: movein and move-out activities, updates to accounts.
7. Inputs data into the billing system for the auto debit and e-bill programs and provides
customer correspondence as needed for the auto debit and e-bill.
8. Processes requests for changes taken by the backup customer service staff.
9. Processes customer changes sent through E-Gov web requests.
10. Schedules Inflow and Infiltration (I&I) inspections when needed.
11. Schedules lateral inspections when needed.
12. Back up for processing permits for residential or commercial permits and submits for
approval. Copies permits for builder/owner and prepares transmittal for the deposit of
13. Monitors emergency locates. Communicates with contractors regarding required
inspections and issues repair permit(s) and coordinates inspections when needed.
14. Prepares assessment letters as requested and verifies account changes have been
15. Processes returned billing statements and makes notes in billing system with follow up on
return and makes necessary changes.
16. Monitors residential and commercial permits that are ready to be added to billing.
17. Processes payments for mailed checks, credit card payments and walk-in customers.
18. Scans checks for deposit to bank.
19. Prepares adjustments and penalties to customer accounts.
20. Prepares sewer service requests for Utility Engineer to review.
21. Other duties as assigned.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities
District-related Competencies – To perform this job successfully, all employees of TriCo must
demonstrate the following competencies;
Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to
others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts
success of TriCo above own interests; able to build morale and group commitments to goals
and objectives; and supports everyone’s efforts to succeed.
Customer Service – Manages difficult or emotional customer situations; responds promptly to
customer needs; solicits customer feedback to improve service; responds to requests for
service and assistance; and meets commitments.
Organizational Support – Follows policies and procedures including but not limited to safety,
drug-free workplace, and personal conduct; completes administrative tasks correctly and on
time; supports TriCo’s goals and values; benefits TriCo through outside activities; and supports
affirmative action and respects diversity.
Oral and Written Communication – Speaks clearly and persuasively in positive or negative
situations; Listens to others without interrupting; Keeps emotions under control while remaining
sensitive to professional ethics, gender, cultural diversities, and disabilities; Remains open to
others’ ideas and tries new things; Writes clearly and informatively; Edits work for spelling and
grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read
and interpret written information.
Job-related Competencies – To perform this job successfully, incumbents in this job should
demonstrate the following competencies;
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes
information skillfully; Develops alternative solutions; Works well in group problem solving
situations; Uses reason even when dealing with emotional topics.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote
quality; Applies feedback to improve performance; Monitors own work to ensure quality. Keeps
accurate records for the department and Utility.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase
productivity; Works quickly; Is able to work on several tasks at same time.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are
covered when absent; Arrives at meetings and appointments on time.
Confidentiality – Provides public access to or maintains confidentiality of department
information and records according to State requirements.
EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED);
and five years related experience and/or training; or equivalent combination of education and
experience. Experience in customer service is required.
LANGUAGE SKILLS: Ability to apply common sense understanding to carry out instructions
furnished in written, oral, or diagram form. Ability to deal with problems involving several
concrete variables in standardized situations.
MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest,
commissions, proportions, percentages, area, circumference, and volume. Ability to apply
concepts of basic algebra and geometry.
REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid
conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or
diagram form and deal with several abstract and concrete variables.
CONSEQUENCE OF ERRORS: Incumbent operates under general guidelines and instructions
and performs majority of tasks according to standard department practices and procedures, with
work spot- checked and reviewed both during critical phases and upon completions for accuracy
and compliance with directions. Errors may result in some loss of time within the departmental
unit and/or inconvenience to other employees or members of the general public.
CERTIFICATES, LICENSES, REGISTRATIONS: Candidates must have the ability to be
bonded, which also requires a credit check.
OTHER SKILLS AND ABILITIES: Candidates must have a thorough knowledge of standard
office terminology and methods, as well as a general knowledge of utility service connection and
termination procedures and customer billing, collecting and adjusting methods and procedures.
In addition, the ability to post accounts and to perform mathematical computations with speed
and accuracy is required. Candidates must also have the ability to deal courteously with the
public and establish and maintain effective working relationships with associates, contractors
and customers. The ability to operate a printer, copy machine, scanner and other office
equipment is desired. Incumbent must have the ability to adapt and conform to shifting priorities
and demands and execute accordingly.
OTHER QUALIFICATIONS: Computer software skills required include: Microsoft Outlook,
Word, Excel, and Adobe. Experience with utility billing software is desirable.
PHYSICAL DEMANDS: The physical demands described here are representative of those that
must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential duties and responsibilities.
While performing the duties of this job, the employee is regularly required to sit; use hands to
finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently
will stand; and walk. The employee occasionally will climb or balance; stoop, kneel, crouch or
crawl; or smell; and lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision (clear vision at 20 inches or
less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and
distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or
to the left and right while eyes are fixed on a given point), depth perception (three-dimensional
vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability
to adjust the eye to bring an object into sharp focus).
To apply for this job please visit www.trico.eco.