Utility Billing Specialist

Utility Billing Specialist

Under the general direction of the Director of Finance and Administration, this position performs a variety of customer service functions, including accurately billing and collecting payments for residential and commercial water, sewer, and trash services; issuing receipts; balancing and reconciling cash drawer; maintaining and updating account information; processing new services and termination of services; and resolving customer complaints.

Job Responsibilities

Essential Functions:

• Answers, screens, and routes phone calls; provides front counter assistance; greets and directs walk-in customers; provides general utility service-related information to customers and addresses concerns and complaints; and explains policies and procedures in assigned area.
• Assists with the rental process for City park facilities; taking rental requests; receiving payment for the rentals and submitting requests for deposit refunds; updates and maintains a spreadsheet of payments; maintains a calendar of rentals and log of Club House key check-out and check-in.
• Collects customer payments for a variety of City services to include utilities, vehicle registration, pet licenses, and facility rentals; creates service orders as needed; balances and reconciles cash drawer; and maintains accurate records.
• Prepares and disseminates service termination notifications due to non-payment; places calls to customers who have not paid after mail notifications have been sent; updates accounts with late fees and related notes; creates service shut-off orders; and sets up new services for commercial and residential accounts.
• Loads information from specific utility service zones into appropriate software system; prints meter registers and reviews list for abnormal or missing readings; issues re-reads for accounts as needed and updates information; prepares and disseminates utility bills.
• Adjusts errors in meter reads and fees; waives late fees and turn-off fees as appropriate; updates customer account information; and creates and prints a variety of reports.
• Works in cooperation with Public Works Administration to assist water and/or solid waste customers with various issues such as leaks, missing water/recycling pickups, etc; assists customers with utility accounts, including payments plans, name changes, and related adjustments.
• Performs other duties as required or assigned.

Job Requirements

Knowledge of:

• Customer service principles, practices, and etiquette.
• Utility billing and water meter reading procedures.
• Cash handling practices and procedures.
• Pertinent Federal, State, and local laws, codes, and safety regulations.
• Record keeping, report preparation, filing methods, and records.
• General office policies and procedures; computers and general office equipment.

Skill in:

• Communicating effectively both verbally and in writing.
• Typing and entering data with speed and accuracy.
• Interacting tactfully and professionally with City staff, outside agencies, and the public.
• Organizing work and setting priorities to meet deadlines.
• Effectively leading, supervising, training and developing assigned staff.
• Preparing accurate reports and statements.
• Establishing and maintaining strong working relationships.
• Operating a computer and related software.

Education and Experience: High school diploma or GED equivalent and one (1) year of customer service and cash handling experience; OR an equivalent combination of education, training, and experience.

Licenses, Certifications, and Equipment: None.

Work is performed in a standard office environment. Operates standard office equipment such as personal computer and related software, fax machine, and copy machine.

Starting Salary: $43,141 - $46,458 or DOQ (depending on qualifications). Annual Step increase after successful six month probation.

Benefits: Education Assistance, Health, Dental (DHMO Plan) and Basic Life, LTD & AD&D paid at 100% for employee along with 45% dependent coverage. Voluntary plans Vision, Additional Life/AD&D, STD and FSA. Retirement Plan - Texas Municipal Retirement System (TMRS) the City matches two to one. An employee becomes vested with the City at five years unless eligible for prior year service credit.

Closing Date: Until filled

The City of Live Oak is an equal-opportunity employer.