Utility Billing Specialist

Salary: $31.79 - $38.64 Hourly
Location : Minneapolis Public Service Building, 505 4th Avenue South, Minneapolis, MN
Job Type: Full-time
Job Number: 2026-00331
Department: Finance & Property Services
Division: Finance Utility Billing
Opening Date: 09/22/2026
Closing Date: 10/6/2026 11:59 PM Central
FLSA: Non-Exempt
Bargaining Unit: CAF


Position Description
A Utility Billing Specialist assists customers with utility billing inquiries, payments, service requests, and billing concerns, while providing exceptional customer service. This position processes transactions, emails, online service requests, performs cashiering functions, refunds payments, maintains accurate customer records, explains utility rates and billing policies, resolves account discrepancies, and collaborates with internal office staff and other City departments to ensure timely, accurate, and efficient utility billing customer service.
Work Location:
This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office.

The City of Minneapolis does not sponsor applicants for work visas.

Job Duties and Responsibilities

1. Provide accurate and timely customer service via phone, email, in-person, and online.
2. Handle difficult situations with tact and professionalism.
3. Investigate and resolve inquiries related to water, sewer, solid waste, recycling, and stormwater billing.
4. Interpret and apply City ordinances, State statutes, and office policies when addressing customer questions.
5. Clearly explain charges on utility bills and how they are incurred.
6. Request billing adjustments or refer cases to appropriate staff for follow-up.
7. Meet established performance standards and goals.
8. Provide billing histories in Excel or PDF upon request.
9. Timely processing of mailed-in payments and returned bank payments and related cashiering functions.
10. Set up payment plans for past-due balances in line with City policies.
11. Timely processing of all incoming customer correspondences either mailed, emailed, online requested or faxed.
12. Review accounts for debits and credit charges and explain findings to customers. Request adjustments when necessary.
13. Refund credit balances to the appropriate customers when needed.
14. Set up payment plans for past-due balances in line with City policies
15. Coordinate with other Public Works departments to verify upcoming service work.
16. Research accounts with pending tax assessments for delinquency and notify customers.
17. Use interpreter services when needed.
18. Assist customers in navigating online portals, setting up automatic payments, and accessing City website resources.
19. Perform other duties as assigned

Working Conditions: Regular indoor office environment.

Required Qualifications

Minimum Education:
High school diploma, GED or equivalent.



Minimum Experience:
Progressive experience equal to three years with at least two years of directly related experience.



Equivalency:
An equivalent combination of education and highly related experience in a similar environment may be considered.

A resume is not required, but candidates are strongly encouraged to submit one.
Selection Process:
The selection process will consist of one or more of the following steps: a rating of relevant education and experience (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions. Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process.


Background Check:
The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.

Drug and Alcohol Testing:
All job applicants must pass a pre-employment drug and alcohol test once a conditional offer of employment has been made. Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing. Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer, resulting in the job applicant no longer being considered for the position.

Union Representation:
This position is represented by a collective bargaining agreement between the City of Minneapolis and the AFSCME General Unit. For more information on the terms and conditions of this agreement please visit:


Eligible List Statement:
The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire 2 months after it has been established.

Interview Selection:
The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate's education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.

Knowledge, Skills and Abilities

1. Strong knowledge of modern office practices and procedures.
2. Familiarity with City ordinances, State statutes, and department policies related to utility billing.
3. Understanding of billing processes and ability to request accurate account adjustments.
4. Proficiency in departmental systems and PC networks to perform a variety of transactions.
5. Analytical skills to identify and resolve discrepancies in customer accounts.
6. Effective oral and written communication skills.
7. Proficient in Microsoft Word, Excel, and Outlook.
8. Comfortable navigating online portals and guiding customers through technical issues.
9. Ability to manage high call volumes and perform under pressure.
10. Capable of working independently and assessing customer needs.
11. Able to handle phone-based customer service for extended periods.
12. Skilled at multitasking and prioritizing duties in a call center environment.
13. Ability to meet established performance standards.

As the largest and most vibrant city in the state, Minneapolis depends on purposeful, dedicated and innovative employees. Minneapolis has a large variety of careers for people of all experiences and backgrounds who come together for a singular purpose-serving the residents, businesses and visitors of Minneapolis.
The City of Minneapolis is proud to be an Equal Employment Opportunity employer.
Benefits Summary
Our employees enjoy competitive salaries and generous benefits. We pride ourselves on a comprehensive benefits program that supports employees' health and financial well-being. Programs, resources, and benefit eligibility varies based on position, average hours worked, location and length of service. For detailed benefits information, please visit the


Insurance
Health insurance
Eligibility for benefits begins the first of the month following employment date. The City of Minneapolis offers eligible employees with a choice of six provider networks, allowing you to select the best option for you. Available plans include Medica Choice Passport, Medica Elect, VantagePlus with Medica, Park Nicollet and HealthPartners Medical Group First with Medica, Ridgeview Community Network powered by Medica, and Clear Value with Medica.

Dental insurance
The City of Minneapolis offers dental insurance through Delta Dental of Minnesota and pays 100% of the monthly premium for eligible employees.

Life insurance
The city provides basic life insurance of one times your annual salary up to $50,000. You can elect to purchase optional life insurance.


Paid time off
Our generous leave package includes vacation, holidays and paid sick leave, which gives employees the opportunity to enhance their quality of life outside work. Amounts and accrual rates are based on years of experience and


Paid parental leave
City employees are eligible for up to 12 weeks of paid parental leave in the event of a birth or placement for adoption of a child.

Retirement
City employees earn a pension and may choose to participate in additional retirement savings programs.

• Pension: The City of Minneapolis participates in the Public Employees Retirement Association (PERA). Employees and the City both contribute a percentage of your pay to fund future benefits.
• Deferred compensation : Employees may choose to participate in pre-tax or after-tax savings plans through the Minnesota State Retirement System (MSRS).

Transportation
Eligible City employees may choose to participate in the following transportation programs:

• Metropass: The program allows eligible employees to enroll in a pass for unlimited bus or light rail rides at a discounted price.
• Parking or Van Pool: The City of Minneapolis gives you options to pay certain commuting costs, such as qualified parking and van pool expenses, with pre-tax dollars.

Learning and development
To engage and develop employees, the City of Minneapolis offers classes in leadership, cultural agility, change management and more. Additionally, educational discounts at Augsburg University, Hamline University, St. Catherine's, and St. Mary's University of Minnesota are available to City employees.

Other perks
Employees can also take advantage of flexible spending accounts, the , health club discounts and more.
01


How did you find out about this position? (Select all that apply)

• Recruiter
• City of Minneapolis website
• City of Minneapolis employee
• City of Minneapolis Career Opportunities Bulletin
• Friend, family, or community
• League of Minnesota Cities website
• Diversityjobs.com website
• Governmentjobs.com website
• Indeed.com website
• Minnesotajobs.com website
• Minnesota Council of Nonprofits website
• Other Website
• LinkedIn
• Twitter / X
• Facebook
• Other social media site
• Newspaper
• Other media
• College or University
• Community organization
• Job Fair
• Professional association
• Site Visit
• None of the above

02


Please specify where you heard about the position (e.g., website name, City of Minneapolis employee name, job fair, professional association).
03


What is the highest level of education you have succesfully completed?

• High School Diploma/GED
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Doctorate Degree

04


How many years of related experience do you have to the job posting?

• No Experience
• 1 year of experience
• 2 years of experience
• 3 years of experience
• 4 years of experience
• 5 years or more of experience

05


Please describe your level of proficiency in Microsoft Word.

• No Experience
• Beginner (Create and edit simple documents, change the appearance of documents using a variety of editing techniques.)
• Intermediate (Create custom templates and styles, manage tables and table data, insert graphics, etc.)
• Advanced (Automate tasks by writing and revising macros, prepare documents for publication, modify an HTML page in Word, etc.)

06


Please describe your level of proficiency in Microsoft Excel.

• None
• Beginner (Create a basic worksheet, work with cells/cell data by using a variety of moving and copying techniques, perform calculations by using formulas, change the appearance of worksheets using a variety of editing techniques.)
• Intermediate (use Excel template and user-defined templates, sort and filter data, re-use and share data by importing and exporting, create advanced formulas and audit worksheets, etc.)
• Advanced (Apply conditional formatting, add data validation criteria, create and edit macros, work with multiple workbooks to create a work space, etc.)

07


How much customer service experience do you have?

• I have NO customer service experience.
• I have at least 1 month but less than 6 months experience.
• I have at lease 6 months but less than 1 year experience.
• I have at least 1 year experience but less than 2 years experience.
• I have at least 2 years but less than 3 years of experience.
• I have 3 years or more of experience.

08


How much experience do you have working in a call center?

• No Experience
• 1 to 2 years of experience
• 3 to 5 years of experience
• 5 or more years of experience

09


Indicate how much work experience you have with cashiering functions like accurately processing and applying payments and balancing at end of day?

• No Experience
• 1 to 2 years of experience
• 3 to 5 years of experience
• 5 or more years of experience

10


How much experience do you have in customer service specifically corresponding via electronic formats like email and online service requests?

• No Experience
• 1 to 2 years of experience
• 3 to 5 years of experience
• 5 or more years of experience

Required Question