Employees must be Boston residents on their date of hire and for the duration of their

employment subject to BWSC policies and collective bargaining agreements.

Position Purpose:

Performs general administrative and clerical duties and all other related work in order to fully support the daily operations of the Account Services Department within the Commission; ensures organizational efficiency in the application of prescribed policies, procedures, and methods.

Essential Functions:

(The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

• Organizes, files and maintains customer records, ensuring control, integrity and completeness of various files. Enters name and address changes.
• Reads, logs and routes incoming mail and faxes.
• Prepares forms, mailings and correspondence.
• Completes customer requests for billing histories.
• Types, files and coordinates various manual and automated filing systems.
• Answers telephones and directs calls using switchboard equipment, provides information to callers, routes calls to appropriate offices and places outgoing calls.
• Researches and processes applications for elderly and disability accounts.
• Prepares termination notices and related forms for processing, utilizing various pieces of office equipment. Adheres to all mailing deadlines for time sensitive correspondence and notices.
• Prepares notices, correspondence and reports for all hearings, small claims, bankruptcy, foreclosure activity, LUTO and refusal of access.
• Maintains office supply inventory.
• Performs similar or related work as required, directed or as situation dictates.

Recommended Minimum Qualifications:

Education, Training and Experience:

High School Diploma or equivalent required. Related experience preferred in the public sector working with local government. Any equivalent combination of education, training, and experience.

Knowledge, Ability and Skill:

Knowledge:  Familiarity with basic office procedures; working knowledge of MS Office applications including Outlook; working knowledge of departmental policies and procedures.  

Ability:  Communicate effectively and tactfully with staff and the public; compose correspondence; prioritize and complete multiple tasks at one time with frequent interruptions; operate a computer with intermediate MS Office skills; manage databases as required by the position; create basic spreadsheets and maintain records; use telephone system.

Skill: Excellent customer service skills; strong organizational skills; skills in all of the above listed tools and equipment.

Physical Requirements:

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 functions.

While performing the duties of this job, the employee is frequently required to work at a desk and is regularly required to convey information to employees and the public and move about inside the office to access file cabinets and office machinery. The employee must occasionally lift and/or move objects weighing up to 20 pounds, such as supplies, folders, and books. Certain tasks require the ability to view computer screens for extended periods of time. 

Supervision:

Supervision Scope: This position performs various duties requiring a thorough knowledge of departmental operations and the ability to complete assigned tasks according to established procedures and protocol.

Supervision Received:  Works under the general direction of the Supervisor of Collections/Customer Services and in accordance with applicable Massachusetts General Laws, city policies and relevant state, federal, and local regulations and standards. Follows established work plan and completes work in accordance with established departmental policies and standards; issues are referred to supervisor.

Supervision Given:  None.

Job Environment:

• Work is performed under typical office conditions; work environment is moderately noisy.
• Operates computer, calculator, copier, facsimile machine, mailing/folding machine, and other standard office equipment.
• Contacts are by phone, through correspondence, and in person; they generally consist of an information exchange dialogue, discussing routine and semi-complex issues.
• Errors could result in delay of department services, and have legal and/or financial repercussions.

Affirmative Action/Equal Employment Opportunity Employer