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SalaryWe are currently recruiting for qualified applicants for a Utility Billing Specialist.Come and see why the City of Golden is the place you want to be!
Join the Parks and Recreation department in the City of Golden, where the West truly lives! We're more than a place; we're a vibrant community that celebrates history, embraces innovation, and values diversity. You’ll be part of a team dedicated to shaping the future of this incredible city. Join the City of Golden – where your career meets its golden opportunity.
Why work at the City of Golden?
Being a Golden employee is more than just a job, it's a lifestyle. Golden is a vibrant outdoor community making it a great place to live, work and play.
Location, location, location – Work near great restaurants and shops, hit the trails, and enjoy the outdoor scenery of Clear Creek and the foothills. Convenient commuting from all directions.
Paid time off – Paid vacation starts at 16 days (that's over 3 weeks!), plus 12 days of sick time and 12 paid holidays each year.
Great benefits – The City matches up to 8% of your retirement contributions, plus offers a full-spectrum of benefits and perks, including tuition reimbursement (check it out)!
This position is eligible for a hybrid schedule with up to two remote days per week after successful completion of training period (typically three months), subject to performance and incumbent readiness for independent work. The schedule for this position is Monday through Friday, 8:00 – 5:00. The hours may be flexible depending on workflow needs and team coverage.
JOB SUMMARY
ANALYSIS AND RECONCILIATION (40% of time)
Analyzes meter information and uses good judgement to make independent decisions on the need for re-reads, ordering tests to detect meter malfunction, estimating reads, calculating back-billing/mis-billings, and managing exceptions and corrections.
Responsible for entering and maintaining rate changes to Water, Wastewater, Drainage and Trash services. Responsible for effectively communicating rate increases, changes in billing structure, as well as changes in programs. Responsible for evaluating and determining the annual sewer set and AWC processes.
Responsible for the data integrity within the billing system, ensuring all data is accurate and up to date, and that multiple fields throughout software program are referencing the same information are consistent. Responsible for the accuracy of data and reporting that is used for State of Colorado yearly water quality audits, backflow compliance, and resident assistance applications with LEAP.
Independently researches and resolves discrepancies within multiple billing systems that can impact the overall revenue in the utility funds.
Responsible for the daily reconciliation of payments received. Responsible for the monthly reconciliation of all Utility Billing vendor invoices. Reviews and analyzes the monthly trash file, monthly meter reads and annual year-end Utility Billing reconciliations. Responsible for troubleshooting Utility Billing software issues with various software vendors. Reconciles third party invoices monthly.
PROCESSING AND STANDARD REPORTING (15% of time)
Processes billing for city water, wastewater, trash, and drainage accounts from meter reading to final billing; processes delinquencies and collections, late charges, shutoffs, and new meter sets; maintains name changes on billing reports; provides customer data in custom reports and other information to departments as needed.
CUSTOMER SERVICE (15% of time)
Provides excellent customer service to citizens and other individuals for City of Golden Utility Billing transactions. Interacts with citizens and public daily to answer questions about Utility Billing functions. Oversees Utility Billing calls, emails, and correspondence from citizens.
Investigates and responds to customer concerns and complaints, including responding to and resolving difficult or sensitive citizen or business inquiries and complaints regarding Utility Billing transactions. Responsible for independent decision making, including payment arrangements, late fee waivers, estimating meters, analyzing consumption for stopped meters, mis-programmed meters, and meter read errors. Understanding of when to escalate a customer issue and interdepartmental requests.
Assists customers with interpretation and explanation of local codes and ordinances, state regulations, and city policies pertaining to Utility Billing processes and issues. Responsible for educating citizens on using the online bill payment portal and the water usage portal.
Handles the collections and enforcement of past due accounts. Tracks all accounts receivable balances. Exercises considerable independent judgment on enforcement of ordinances, including assessing late fees and shut-offs.
Possesses strong verbal and written communication skills and the ability to understand customer’s needs, interpreting questions, independently managing, and resolving customer’s concerns, all in a positive and constructive manner.
INTERDEPARTMENTAL COORDINATION (15% of time)
Develops and and maintains constructive working relationships with other departments as the primary point of contact for interdepartmental Utility Billing programs and procedures. Works with the Public Works Utilities, Sustainability, Water Efficiency and Cross Connection on meter readings, rereads, maintenance requests, consumption reports, custom data reports, and customer inquiries. Performs special account research and analysis for department and city staff.
Works with other city departments on rate studies, waste of water program, drainage changes, Pleasant View sewer service, and trash services.
CUSTOM REPORTING (15% of time)
Responsible for preparing intra and inter departmental reports, as well as external reports, providing requested data. Ability to analyze what is being requested, discern how to produce pertinent data, and educate stakeholders in understanding, interpreting, and clarifying the data.
Works with the County and State on low-income utility assistance on behalf of citizens.
Works in multiple software systems, including Incode VX, Cartegraph, Aquahawk, Sensus, OpenEdge, and Microsoft Excel.
SUPERVISORY RESPONSIBILITIES
None.
QUALIFICATIONS
High school diploma/GED with minimum of four years billing, accounts receivable, or other accounting experience with an emphasis on customer service and complex, independent decision making. Bachelor’s degree in accounting or related field preferred and substitute for two years of work experience. Additional equivalent education and experience may be considered. Prior Utility Billing or accounts receivable experience required. Experience with INCODE accounting software a plus. Intermediate to advanced proficiency in MS Office programs including Excel , Word, and Outlook. Must possess excellent interpersonal and customer service skills. Strong organizational skills with high attention to accuracy and detail.
CERTIFICATES, LICENSES, REGISTRATIONS
Must possess valid driver’s license and good driving record.
KNOWLEDGE, SKILLS AND ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
LANGUAGE SKILLS
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, & decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to process and reconcile Utility Billing, general ledger, and bank accounts.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to research non-standard issues, create custom queries, obtain missing information, and verify data. Ability to address a variety of questions and processes. Ability to deal with problems involving few concrete variables.
OTHER SKILLS AND ABILITIES
Intermediate to advanced proficiency in MS Office programs including Excel, Word, and Outlook. Ability to learn organization accounting software. Ability to complete tasks independently under limited supervision. Ability to complete tasks simultaneously. Ability to learn Utility Billing programs, software, and processes.
MATERIALS & EQUIPMENT DIRECTLY USED
Standard office equipment, computer, telephone, copier, printer, folder/inserter, postage machine, and credit card machine.
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.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is regularly exposed an office environment with moderate noise level.
The City of Golden is an Equal Opportunity Employer
