Utility Billing Specialist

Utility Billing Specialist

The Town of Holly Springs is searching for a Utility Billing Specialist to serve in the Finance Department. An employee in this role is responsible for various tasks such as ensuring monthly processing of Water Utility Billing, Stormwater Billing, Miscellaneous Billing, calculating and posting billing adjustments, handling customer inquiries and complaints, and ensuring multiple deadlines are being adhered to. This position follows the Town's regular business hours, with additional time as needed to complete billing, assess late fees, and prepare delinquent customer listings. Reports to the Customer Service Manager. Works independently with general guidance from the Customer Service Manager and Lead Utility Billing Specialist. The work schedule is business hours with occasional evenings and weekends. The starting annual salary is $51,521.71 (Grade F).

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other duties may be required and assigned.

• Uploads meter routes each month, collects readings, and transfers data into the billing software to prepare monthly bills.
• Audits customer setups, consumption, meter information and billing.
• Accurately prepares billing in accordance with established deadlines.
• Prepares re-read and disconnection lists; reviews and calculates water billing files and uploads to billing vendor; maintains utility billing register spreadsheets and data.
• Establishes schedules and methods for providing water meter reading operations and services; identifies resources needed and escalates accordingly to management staff.
• Responds to and investigates customer inquiries and complaints regarding leaks, high readings, service issues and other matters, in a professional and timely manner; provides appropriate follow-up, referral or resolution.
• Provides input in updating processes and policies to ensure tasks are carried out in the most efficient manner.
• Coordinates meter change outs and verifies that all meter information is accurate for each account.
• Maintains records concerning operations and programs; prepares reports on operations and activities.
• Researches accounts and adjusts accounts accordingly when leaks, incorrect meter readings, and pool filling scenarios arise.
• Provides phone coverage in support of office operations.
• Creates account adjustments for specific requests such as late fees and payments posted to incorrect accounts; applies delinquent fees to customer accounts prior to service disconnections. Assists in preparing the service disconnection list.
• Sets up new miscellaneous billing customers and ensures that related invoices are billed timely and accurately.
• Updates and sends out monthly Stormwater bills. Ensures that the stormwater accounts reflect correct ERUs and billing information, this includes updating ERUs as requested.
• Updates customer information in database, as needed.
• Prepares monthly late fee assessments, notifications and shut-off of services for delinquent accounts and corresponds with service crews to reconnect when paid.
• Assists in processing deposits for Utility, Parks & Recreation, and Development Services.
• Provides training for new employees and may participate in cross-training across other areas within the division.
• Performs other related duties as assigned and assigned special projects.

Knowledge of utility billing and collection, meter operations and meter reading software. Knowledge of the Town and Department's operating requirements, policies, procedures, and practices; and local, State, and Federal regulations related to department programs and operations. Ability to establish and maintain accurate records of assigned activities and operations. Ability to show empathy towards others and deal with them in a reassuring, kind and well-spoken manner. Ability to work effectively in a highly collaborative team setting. Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority. Ability to perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision. Ability to think quickly, maintain self-control, and adapt to stressful situations. Knowledge of computer software consistent for this position. Ability to perform mathematical calculations required of this position. Ability to communicate clearly, concisely and effectively in English in both written and verbal form. Skill in researching and understanding complex written materials. Ability to prepare and maintain accurate and concise records and reports. Ability to apply sound judgment and discretion in performing duties, resolving problems and interpreting policies and regulations. Ability to communicate detailed and often sensitive information effectively and concisely, both orally and in writing. Ability to maintain effective working relationships with individuals within and outside the organization. Considerable knowledge of computer operations including Word, Excel, and Microsoft Outlook. Proven exceptional skills in customer service excellence and collaborative conflict resolutions.

The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee's supervisor.

This work requires the occasional exertion of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms. Work has standard vision requirements. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels. Work requires preparing and analyzing written or computer data and observing general surroundings and activities. May require dealing with persons who are hostile or aggressive, posing threatening conditions. Work is generally in a moderately noisy office setting.

Minimum required qualifications: Associate's degree from an accredited college or university in accounting or closely related field. Either or combination of: (2) yrs experience in customer service, accounting or other related experience, (2) yrs experience in a utility billing support role. Proficient in Microsoft Excel. Preferred qualifications: Post-secondary education. Computer courses in Microsoft Office Suite. Other requirements: Must pass background and criminal history checks.