Utilities Billing Specialist Senior

JOB SUMMARY

Performs advanced technical and clerical oversight work meeting the information systems needs of the County's Utilities Department in customer support, meter reading, billing, account integrity, job scheduling, reporting, training, and operation of information systems. Acts as department lead in software work groups and on special projects. Handles all escalated billing issues. Provides department training and coordinates all work coverage and calendars.

ESSENTIAL JOB FUNCTIONS

• Responsible for all billing department training and coordinating training calendar.
• Assists Management with the developing department SOPs.
• Serves as the contact person for all bulk and commercial outside users.
• Serves as the contact person for all Interlocal agreements with other Utilities.
• Investigates and researches escalated billing problems and attempts resolution using available in-house expertise and established policies.
• Reviews reports for quality control of job processes and billing data from Billing Specialists.
• Processes service orders from multiple programs for account initiation/termination, reading verification, and customer service.
• Posts service order charges against account to ensure correct billing; and processes any additional adjustments.
• Processes account adjustments; reviews and evaluates adjustments to ensure compliance with established standards and procedures of operation; and returns non-compliant adjustments to originator or management for review and correction.
• Acquires customer water usage data utilizing a variety of meter reading technologies: performs upload/download data from meters.
• Generates quality control reports; compiles data; analyzes, researches and corrects meter reading exceptions; verifies and adjusts incorrect usage on meters as needed; and generates monthly billing calendar.
• Provides exceptional customer assistance, problem-solving, and/or complaint resolution by all forms of communication.

QUALIFICATIONS

Education and Experience:

A combination of the training, education and experience:

• High school diploma or equivalent
• Five (5) years of experience in billing services utilizing billing software to include two years of experience in customer service, program application, and troubleshooting software programs.
• Preferred:
  1. Banner Software operation experience
  2. Public sector utility work experience

Licenses and/or Certificates: N/A

Knowledge, Skills and Abilities:

• Knowledge of departmental policies, plans, and procedures.
• Knowledge of modern office practices, plans, and procedures.
• Knowledge of Banner, Accela, Cityworks, Microsoft Word, Excel, PowerPoint, and other job-related computer programs and software applications.
• Knowledge of modern governmental office practices, procedures, equipment, and standard clerical/administrative support techniques.
• Knowledge of business English, spelling, punctuation, math, and grammar.
• Skill in effective communication, both orally and in writing.
• Skill in prioritizing and organizing work.
• Ability to detect program and equipment malfunction and to take corrective steps to restore system processes.
• Ability to prepare effective correspondence on routine matters and to perform routine office functions without referral to supervisor.
• Ability to work with mathematical concepts, including those relating to basic business accounting functions.

• Ability to respond timely, tactfully, and sensitively to systems users.
• Ability to perform multiple tasks independently with accuracy and attention to detail.
• Ability to make recommendations and to use resourcefulness and tact in solving new problems.
• Ability to ascertain priorities and meet deadlines and objectives.
• Ability to maintain accurate records and reports.
• Ability to train billing staff and coordinate workflow.

• Ability to use computers for data entry, word processing, and/or accounting purposes.
• Ability to author reports, business correspondence, and procedure manuals.
• Ability to establish and maintain effective working relationships with managers, service providers, other employees, and the general public.

PHYSICAL DEMANDS

Walking, sitting, hearing, seeing up close, talking, standing, finger movement, repetitive motions.

WORK ENVIRONMENT

Work is primarily performed in an indoor, climate-controlled environment and is nearly absent from disagreeable elements (e.g., irate customers, extreme noise, heat, odors, heights and/or dust).

RISK/SAFETY CONDITIONS

There is little or no risk related to physical and/or mental health and safety associated with this position.

Charlotte County is an Equal Employment Opportunity Employer

Women, minorities, and persons with disabilities are encouraged to apply.

Employment Type: Full-time