Utility Billing Specialist

Job Title

Job Description

The examination process will consist of a competitive evaluation of qualifications based on a review of the Application and the Supplemental Questionnaire; therefore, it is to your advantage to provide as much detailed and relevant work experience as possible, as a resume will not be accepted or reviewed in lieu of the application materials. Please note that only applicants who are among the most qualified will be invited to participate in the testing process. Job descriptions are intended to present a broad and general range of duties which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job.

DEFINITION Performs a variety of advanced journey-level and lead worker-level customer service tasks, including research and analysis, related to resolving customer billing problems and complaints; establishing, disconnecting and reconnecting service; high/low bill investigation; and customer inquiry resolution.

DISTINGUISHING CHARACTERISTICS This is an advanced journey level and lead worker classification that is distinguished from Customer Service Representative II in that this class performs the most complex customer service tasks that require analysis, judgement and decision making. This position may also train, mentor, assign and monitor the work of lower-level positions.

SUPERVISION EXERCISED AND RECEIVED May exercise lead direction over Customer Service Representatives or clerical support staff. Receives general supervision from higher-level personnel.

Examples of Duties

• Resolves the most complex problems involving customers' statements, fees, payments and other service-related problems; researches historical billing information, conducts analysis, analyzes consumption patterns, detects irregularities and uses judgement and decision making skills to resolve errors
• Processes utility billings: inputs information into customer programs which produce a variety of service orders directed to field services personnel; edits bill batches for exceptions, compares accounts to rate schedule standards, researches account historical data to determine correctness, and approves bill batches for billing according to assigned rate schedules
• Coordinate Photovoltaic net (pseudo) and co-meter billing setup in CIS; Responds to questions on utility billings, business and pet licenses and other City financial transactions
• Designs and prepares departmental forms and operational manuals; prepares correspondence on procedural or informational matters
• Participates in the development and implementation of department programs, systems, procedures and methods of operations, including computer-based systems. Creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares statistical work sheets and other required documents
• Audits documents, verifies accuracy and ensures compliance with applicable regulations; Acts as a liaison to Field personnel to initiate or resolve issues relating to high or low bill investigations, meter reliability, disconnects and reconnects
• May provide direction, lead, train, mentor, assign work to, or monitor work of Customer Service Representatives
• Receives utility bill payments over a public counter or through the mail; Receives revenue for licenses, permits, recreation fees and other City revenue accounts
• Operates a personal computer to access customer account data from multiple computer systems; interprets and explains charges, policies, procedures, special programs and rates; initiates appropriate transactions to satisfy customer requests and internal accounting procedures
• Performs other related duties as required

Typical Qualifications

Knowledge of: Customer service principles and practices, including conflict resolution; Utility rate structures and schedules; Working principles of electric and water meters; Research and analysis techniques; Department policies and procedures pertaining to utility billing and collection; Standard office equipment, including personal computer, and computer software such as Microsoft Word, Excel, Outlook and financial applications/programs.

Ability to: Perform routine to complex mathematical computations; perform clerical procedures in an organized and accurate manner; Conduct research, perform analysis of data, recommend solutions; use independent judgement and decision making skills; organize and maintain accurate financial and customer records; Operate a personal computer using various financial applications and job-related software; operate a calculator and other common office machines; Understand and carry out oral and written instructions; interact with the public and staff efficiently and courteously; communicate clearly and concisely; Establish and maintain cooperative and effective relationships with those contacted during the course of work; Assign and monitor the work of subordinate staff; provide technical expertise to lower-level positions; Explain policies and utility rates to customers; learn and apply approved general ledger chart of accounts.

EDUCATION AND EXPERIENCE: Any combination of experience and education that would provide the required knowledge and ability is qualifying. A typical combination is:

Education: Equivalent to completion of high school. Associate degree from an accredited college or university in Finance, Accounting, Business Administration or comparable degree is highly desirable.

Experience: Three years of experience performing a variety of customer service tasks related to utility billing, service disconnects and reconnects, high/low bill investigation, customer inquiry resolution, and collecting, recording and balancing cash OR two years as a Customer Service Representative II with the City of Lodi.

WORKING CONDITIONS: Environmental Conditions: Office environment Physical Conditions: Essential and marginal functions may require maintaining physical condition necessary for sitting, standing, bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard and lifting up to 30 pounds. *FLSA Status: NON-EXEMPT