Utility Billing Specialist

Job Summary

Under direct supervision of the Utility Billing Operations Manager, provides administrative, logistical, and accounting support services pertaining to residential and commercial utility accounts. Serves more than 24,000 residential and commercial utility service accounts in accordance with clearly established policies and procedures. Frequently interfaces with City employees, City management, and general public.

Essential Job Functions and Other Important Duties

Responsible for providing customer service including, but not limited to, phone calls, voicemails, emails, messages from utility billing online platforms, in person. Provide feedback to management regarding frequent customer questions and concerns. Process Email communication for billing questions that require more time to answer. (Bill increase, payment questions, in-depth inquiry of account) Take escalated phone calls for questions needing a little more in-depth review to answer. Process daily electronic payments. Process received mailed/night drop payments through check scanner, send scanned payments to bank. Process general service orders for completion. Process new customer applications and disconnections. Provide support to cashiers as needed. Other related duties as requested.

Job Qualifications

Formal Education: High School diploma or equivalent. Relatable Work Experience: 2 years of customer service or utility billing experience. Training, Licenses, and Certifications: N/A Preferred Qualifications: Utility Billing experience preferred. Disclaimer: Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.

Knowledge, Skills, and Abilities Needed & Environmental Factors and Other Physical Requirements

Knowledge, Skills, and Abilities Needed: Working knowledge of applicable city ordinance pertaining to utility billing function, accounts receivable, basic cash handling procedures, and basic accounting principles. Good communication (verbal and written) and organization skills. Ability to interface professionally with employees, management, and general public. Proficiency with applicable computer equipment, software operations, internet, Microsoft Office, and other standard office equipment. Environmental Factors and Other Physical Requirements (Work Environment): Subject to sitting and standing to perform essential functions in an office environment. Visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate office equipment. Regularly scheduled for 5-day, 40-hour workweek, Monday through Friday; overtime occasionally required.