Utility Billing Office Specialist

Position Scope

APPLICANT REVIEW, INTERVIEWS, AND CANDIDATE SELECTION MAY OCCUR PRIOR TO CLOSING DATE

Under general supervision, provides advanced-level support for the Utility Billing, revenue recovery and management staff dealing directly with the public, in person, and over the telephone, in order to process service requests, import payments, balance accounts, process permits and establish new accounts within the finance Utility Billing division.

Primary Duties and Responsibilities

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Researches and resolves problems including missing or incorrect meter information, duplicate locations, and customer data.
• Processes all imported payment batches daily.
• Prepares all weekly auto-pay batches and bank drafts.
• Performs complex research on accounts as requested by Customer Service Representatives.
• Manages all hydrant meter applications/terminations and works closely with filed staff to ensure all field actions match what is billed to the customer.
• Assists Billing Specialist staff with field work orders that cannot be completed.
• Assists Billing Specialist with set up of meter for new build properties.
• Is key contact for all permitting issues
• Assists with data entry in system for route changes for field staff.
• Assists Supervisor with revenue recovery tasks
• Assists Administrative Manager with annual sewer reports, appeals and related data entry.
• Provides back-up for customer service phones during periods of high volume.
• Assists Administrative Manager with projects such as benchmarking, and end of month reports.
• Reconciles and prepares daily deposit for accounting and armored transport.
• May assist with payment arrangements.
• Performs other duties as assigned or required.

Minimum Qualifications & Position Requirements

Education and Experience:

High School diploma or GED equivalent and three (3) years of customer service experience in a high volume customer service environment, including clerical, computer, and call center experience, preferably in a service billing environment; OR an equivalent combination of education and experience.

Necessary Knowledge, Skills and Abilities:

Knowledge of:

• City policies and procedures.
• Utility customer service functions, methods, principles, techniques, and procedures.
• Computer work order systems
• Principles of record keeping and records management.

Skill in:

• Operating a personal computer utilizing a variety of business software.
• Effective oral and written communication.
• Cash handling and cash drawer balancing procedures.

Ability to:

• Research and analyze accounts to be able to explain their status to customers.
• Make basic mathematical calculations and draw logical conclusions.
• Maintain a high level of attention to detail over extended period of time.
• Prioritize work to meet established deadlines.
• Maintain a professional and courteous demeanor, utilizing excellent customer service, and communications skills.
• Interact with coworkers, management staff and other City employees to establish and maintain effective working relationships

Additional Information

Physical Demands / Work Environment: Standard office environment.
Reports To:Utility Billing Supervisor
Work Schedule: Monday - Friday, 8:00am - 4:30pm