Utility Billing Specialist

Utility Billing Specialist

Under the supervision of the Director of Finance and/or Assistant Finance Director, performs various public relations oriented activities to alleviate conflicts between the City and water and sewer service customers. Handles complaints both over the phone and at the counter, counseling customers and arranging solutions to ease conflicts.

Essential duties and responsibilities include:

• Assisting both commercial and residential customers over-the-counter and by telephone with complaints regarding inaccurate water billings.
• Explaining regular billing procedures and interviewing customers to determine whether an alternative payment arrangement is necessary.
• Communicating the standards and processes of shut-offs, turn-ons, and procedures related to water/sewer.
• Preparing and processing all work orders for activities such as new service connections, system maintenance, termination of services, and various inspections.
• Enforcing the City's water and sewer ordinance.
• Maintaining comprehensive records relating to water and sewer activities and preparing a variety of regular and special reports as needed.
• Processing water and sewer service applications, assisting applicants as needed.
• Taking requests for both turn-on and turn-off water service actions.
• Performing various water and sewer service/billing and clerical support activities as workloads, temporary absences, or emergencies dictate.
• Facilitating job sharing and training of water updates/billing. Educating staff on water programs such as ERAP, WRAP, and CERA.
• Functioning as a water liaison to the Finance Director and Assistant Finance Director.
• Performing other duties as assigned. Will be required to use computers.

Qualification requirements include:

• Education: Possession of a high school diploma or its equivalent with some courses in mathematics and accounting.
• Experience: Must have a minimum of two years' experience in billing, processing, importing and exporting utility meter data, water report analysis experience, and public relations experience.
• Language skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Mathematical skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
• Reasoning ability: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Certificates, licenses, registrations: Possession of a valid Michigan vehicle operator's license. Must be appropriately licensed to operate City-owned vehicles consistent with work assignment.
• Other skills and abilities: Strong computer skills.

Physical demands include:

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear.
• The employee frequently is required to walk; sit; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work environment characteristics include:

• The noise level in the work environment is usually moderate.

Benefits include:

• AD&D insurance
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid sick time
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance