Utility Billing Customer Service Technician

Responsible for providing efficient and courteous customer service to citizens/customers by performing clerical duties of a routine to moderately complex nature for the preparation and maintenance of City utility billing records and other office support functions; performs related work as required.

Incumbent must be able to perform duties per detailed instructions with adherence to prescribed standards and procedures. Work involves receiving, balancing, and depositing cash and checks; ensuring the currency and accuracy of accounts, selling refuse bags and filing records. Reports to Utility Billing/Sanitation Manager.

Performs general bookkeeping and accounting tasks as necessary to maintain utility accounts including but not limited to collecting, receipting, and posting payment to appropriate accounts; balancing cash transactions/drawer and all other duties as assigned by supervisor.

Key Responsibilities

• Assist customers in problem resolution regarding service and billing; responds to customers’ requests, concerns, and/or complaints
• Monitors delinquent accounts for disconnection/reconnection of service; processes approved billing adjustments and initiating and completing all necessary work orders for utility accounts;
• Communicates information regarding complaints, high utility invoices, etc. to Supervisor, and/or field personnel, as appropriate to assure proper resolution;
• Performs general clerical duties as required, including but not limited to answering telephone, communicating via two-way radio, generating reports and correspondences, copying, scanning and filing documents, preparing mail and night-drop, maintaining logs, shredding, etc.
• Processes “new service” and “final” applications per established policies, processes, and procedures;
• Summarizes data in preparation of standardized reports, and maintains filing system;
• Serves as back up for Utility Billing Analyst as needed;
• Performs other duties as assigned.

Qualifications

• High School Diploma or GED, including or supplemented by coursework in business practices, customer service, and/or secretarial practices.
• 6-12 months experience in cash handling, problem analytical skills, and/or customer service; alternately, an equivalent combination of training and experience, which provides the required knowledge, skills, and abilities.
• Bi-lingual preferred but not required.