Lead Utility Billing Specialist

Lake County Public Works is a sewer and water provider to 40% of Lake County residents and owns, operates and maintains more than 750 miles of pipe, three water reclamation facilities, more than 100 pump stations, an excess flow facility and a 1-mile long levee.
Becoming a Lead Utility Billing Specialist would allow you to provide a supportive leadership role to the Utility Billing area in providing direct customer service support to over 30,000 water & sewer customers within the Public Works Department, ranging from account payments and inquiries to resolving account problems or discrepancies.

• The Lead Billing Specialist will report directly to the Billing Supervisor and will provide backup in the Billing Supervisor's absence.
• Provide System Administration Support for the Utility Billing Customer Information System, Water Meter AMI Software and Online Customer Portals, and play a functional role in software upgrade and implementation testing.
• Answer high volume telephone inquiries and provide customers with information on their water and/or sewer accounts.
• Serve as a cashier receiving money for utility payments; balance cash disbursement registers and submit bank deposits.
• Process collections for delinquent properties.
• Prepare bi-monthly billing for water and sewer customers. Includes reviewing meter reports for usage expectations and reviewing billing journals for accuracy and completeness.
• Answer electronic inquiries providing information to customers on their water and/or sewer accounts.
• Process service transfers for customers moving into and out of the area.
• Process checks and credit card payments.
• Review new service application and verify identification of new customers.

• Working knowledge of accounting principles and practices.
• Experience using a Utility Billing Customer Information system (CIS) is preferred.
• Ability to effectively handling difficult and/or sensitive situations while maintaining exemplary customer service; and demonstrating strong collaborative and leadership skills in a team centered and changing environment.
• Exhibit strong detailed/analytical, technology, organizational, and time management/prioritization skills.
• Ability to communicate clearly and logically both verbally and in writing; prepare clear, concise, and comprehensive reports, correspondence, and documents.
• Establish and maintain effective working relationships with organization managers and staff, representatives of other governmental agencies, the public and others encountered in the course of work.

EDUCATION AND/OR OTHER REQUIREMENTS:

• Associates Degree or three years of experience.
• 3-5 years of customer service experience is preferred.
• High level of comfort utilizing technology, including phones, computers and software application.
• Experience using CIS is also preferred, but not required.

PHYSICAL DEMANDS OF THE POSITION

• Requires mainly office work, involving standing or walking some of the time, exerting up to 10 pounds of force on a regular basis, and high dexterity in operating office equipment, including a keyboard, phone, copier, etc.
• The position requires normal visual acuity and field of vision and the ability to hear and speak to understand, respond to, and build relationships with a diverse clientele.

Employment Type: Full-Time