Utility Services Billing Specialist

Utility Services Billing Specialist

The Utility Services Billing Specialist plays a key role in ensuring accurate, timely, and customer-focused billing operations for our community. In this position, you will manage utility accounts, process billing cycles, resolve customer inquiries, and support the financial integrity of our utility services. If you're motivated by precision, problem-solving, and meaningful work, this role might be for you! MINIMUM REQUIREMENTS: High school diploma or G.E.D. Three (3) years experience, with increasing responsibilities, working in an office environment to include a minimum of two (2) years experience utilizing complex billing or accounting software and reporting tools; A two (2) year degree in a business related field is desirable. Must be proficient at Microsoft Excel and Word. LICENSES, REGISTRATION AND CERTIFICATE: Must obtain and maintain a valid First Aid/CPR Certificate within six months of appointment.

Under general supervision and limited direction, responsible to perform complex to advanced customer service and technical duties in the operation and maintenance of the utility billing systems and receivables management. Ensure transactions are accurate, consistent, and conform to procedures. Provides guidance and instruction to other employees with respect to billing systems operation. Assists with coordinating workflow with internal staff, customers, and outside entities to build positive and effective working relationships. Evaluates and proposes utility services policies, procedures and operating practices as they relate to Utility billing. Makes recommendations for improvement.

Provides support to and works closely with Utility Services Billing Lead to provide guidance and leadership to Utility Services Representatives (USR). Handles difficult, complex or irregular customer service and billing issues related to the daily function of utility billing. In coordination with the Division Manager, Supervisor, and/or Lead, helps ensure all staff are properly trained and are performing all tasks accurately and efficiently. Works closely with staff, other divisions and outside agencies to monitor customer utility activities. Adheres to the highest standards of customer service and professionalism. Responds to public inquires and complaints about the billing process and take appropriate action. Assists USRs in resolving complex issues and performs any/all duties of a USR the as needed. Assists Billing Lead to coordinate, schedule and/or perform the billing functions including final billing for the purpose of ensuring accurate and timely completion of the billing process. Provides procedural expertise to resolve problems; provides information to customers, vendors and employees as needed; trains other employees on procedures; evaluates system or billing errors, and takes corrective measures; works with Manager, Supervisor, Business Applications Specialist and/or Lead to initiate corrective measures; provide system user support. Assists with performing system audits to verify accuracy of information and billing system operations. Monitors and provides feedback regarding all functions and activities of utility account billing administration related to the automated billing systems and assures the systems efficiently produces accurate bills. Following established procedures and guidelines and under managers supervision authorizes adjustments and credits to customer accounts. Assists with difficult customers to help defuse and address billing and other related issues. Makes recommendations to improve the division's efficiencies, effectiveness and/or overall customer service. Recommends changes and/or enhancements as necessary, regarding the computer systems, electronic devices, division operating practices and procedures to ensure excellent service is provided to utility customers, utility operating divisions, finance division, vendors and other affected parties. Explains procedures and legal requirements to customers. Accurately establishes and enters into the system new and/or revised information on accounts, assuring compliance with legal requirements. Initiates service orders. Assists Lead as needed with delinquency management, including coordination of efforts of contracted collection services. Requires punctual, regular and reliable attendance. Perform other related duties as assigned.

Knowledge of City of Yakima ordinances, state laws and various rules and regulations related to municipal water service, refuse, wastewater, stormwater and irrigation. Knowledge of: procedures, policies, applicable laws and codes, and operating practices affecting the maintenance and operation of automated billing systems; basic accounting principles, practices and procedures; database and file management systems; basic leadership skills and abilities. Knowledge of collection procedures and regulations as they relate to municipal utilities; electronic meter reading systems; and computerized billing system; parking regulations, dog licenses, and bus passes. Ability to operate standard office equipment including a personal computer and standard office programs, (such as Microsoft Office Suite; database software with reporting tools and spreadsheets); conduct account audits and implement corrective measures; evaluate, problems with billing software and take corrective action; perform research and analysis of system data and make recommendations for improvements or revisions; independently plan, organize and schedule job tasks; under limited supervision of division manager and/or Supervisor make appropriate decisions within legal guidelines; read interpret, apply and explain practical procedures and/or governmental regulations; and perform moderately complex mathematical calculations. Ability to guide and train subordinates in a variety of procedures and methods. Must possess good writing and good verbal communication skills both over the phone and in person. Ability to communicate practical information in English clearly and concisely, verbally or in writing. Ability to deal with irate citizens in a courteous and tactful manner; resolve complex customer complaints or concerns in a manner consistent with City of Yakima values and service standards; defuse situations that involve angry or hostile customers, or interpersonal conflict, and guide toward positive resolution; work cooperatively as a member of a team; establish and maintain effective working relationships with city employees, elected officials, vendors and the public; organize work for maximum efficiency; maintain sustained attention to detail and work under the pressure of strict timelines; coordinate activities of other work groups to provide a comprehensive service, work in a punctual, regular and reliable manner.

PHYSICAL DEMANDS : Work is performed primarily in an office environment while sitting at a desk or computer terminal for periods of time or while standing for a period of time. Continuous use of both hands in reaching, handling, grasping, and keyboarding and other fine motor skills manipulation while performing duties and operating computers. Occasional lifting and carrying up to 20 pounds; occasionally ascends/descends stairs, ladders and other inclines while maintaining stability. Occasional bending, twisting at knees, waist, or neck and occasional stooping, bending, kneeling, and/or crawling while performing duties. Continuous use of all senses and speech while performing duties and communicating with co-workers, general public and completing all tasks as assigned. Must be able to distinguish color and maintain long-term and short-term memory to learn and remember simple to complex procedures. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasionally works outdoors in all weather conditions.

UNUSUAL WORKING CONDITIONS : Has continuous contact with the public who at times may be irate, upset, or unreasonable. May be subjected to abusive, obscene language and threats of bodily harm.

The City of Yakima is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.