Billing Collections Specialist I Utility Billing

Job Title

The purpose of this class within the organization is to maintain the accuracy of water service accounts for the City by researching inquiries or complaints concerning water service or changes and authorizing adjustments in billing. Ensure compliance with City and State laws and regulations, and maintenance of the City's water service roll under the direction of the Operations Manager of Utility Billing.

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this job/class. Management may assign additional functions related to the type of work of the job/class as necessary.

Provide positive customer service and answer inquiries in person, by phone and by email to all internal and external customers to receive orders for installation, turn-on, discontinuance, or change in service.

Responsible for analyzing and researching accounts and resolving account issues that have errors by determining the cause of the error and making the needed corrections.

Collects, enters, and posts confidential personal data and fees for water service applicants.

Maintains proper handling practices and a high degree of accuracy with confidential personal data.

Resolves complaints from customers about water service and/or bills.

Researches and authorizes necessary adjustments on customer accounts when complaints prove well-founded.

Takes orders for new services and explains bill process to new customers.

Gathers data and documentation for water, sewer, and refuse.

Requests special meter readings when needed for high bills, suspected leaks, etc.

Assists department with special projects that arise.

Determines charges for service requested and explains reasons for charges.

Obtains and examines all relevant information in order to assess validity of complaints and determines possible causes, such as extreme weather conditions that could increase utility bills.

Responsibilities, Requirements and Impacts

Data Responsibility refers to information, knowledge, and conceptions obtained by observation, investigation, interpretation, visualization, and mental creation. Data are intangible and include numbers, words, symbols, ideas, concepts, and oral verbalizations.

Collects, classifies or formats data or information in accordance with a prescribed schema or plan to facilitate the identification and extraction of useful information.

People include co-workers, workers in other areas or agencies and the general public.

Serves others such as customers, attends to their requests and exchanges information with them.

Asset Responsibility refers to the responsibility for achieving economies or preventing loss within the organization.

Requires minimum responsibility for only small quantities of low cost items or supplies where opportunities for achieving economies or preventing loss are negligible.

Qualifications

Requires High School Graduation or GED equivalent.

Requires three years clerical experience involving public contact and customer service, preferably including one (1) year of clerical figure work experience.

Experience working for a local or state government agency.

Working knowledge of spreadsheets or Microsoft Excel, Word, and Outlook. Familiarity with Bright Municipal Utility Software or database software.