Utility Billing Clerk

Utility Clerk

Under general supervision, performs a variety of customer billing and accounting functions for the Village of Ruidoso services; prepares records and billing account updates, enters and verifies data, processes documents and transactions, and provides customer service as needed. This is a Non-Exempt position that has access to confidential information that must remain confidential. Regular work hours are Monday Friday 8 am to 5 pm, however extended hours may be required, including some weekend work. This position must be able to adapt to flexible work schedule as established by supervisor. This position reports to the Customer Service Manager. The Utility Clerk responds to customers, complaints, and concerns, in person and by telephone. Provides information and answers questions regarding utility billing. Sorts, reviews, and verifies the accuracy of routine financial documents, such as meter readings, payments, water, sewer, forestry fees, and solid waste bills. Position involves competing demands, performing multiple tasks, working to deadlines, occasional work beyond normal business hours, and responding to customer issues. This position will operate the water billing software including working with the software programmers, representatives, and training other employees on the utility software and utility billing procedures.

Duties and Responsibilities

The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar account related, or a logical assignment to the position

• Processes billing account information for Village utility services.
• Processes payments, service requests, service charges, adjustments and corrections according to Village policies, ordinances, and procedures
• Tracks services provided and verifies proper billing for services
• Enters account information into database, verifies accuracy of information, prepares reports and files documents
• Calculates and prepares debit/credit adjustments and notations to customer's account within scope of authority.
• Completes billing cycle including checking of reports from metering, filed checks, adjustments, corrections, high bills.
• Provides prompt, courteous, and accurate service to the public with billing questions, requests for information, and complaints in order to maintain positive customer service relations
• Receives complaints and requests for information, and attempts to resolve them by researching files and records
• Explains rules, policies, ordinances, and procedures concerning utility accounts.
• Explains the proper use and completion of forms and documents of the department.
• Refers matters requiring policy interpretation to supervisor for resolution; coordinates solution of customer service issues with other department staff and assures effective communication of customer service issues.
• Performs a variety of basic research and accounting activities; performs a variety of clerical functions, including typing, filing, and maintaining records.
• Enters transactions into computer, manually or via electronic uploading. Maintains computer files and records by customer, or account number. Accepts and posts payments and security deposits for customers
• Prepares individual computer transactions, reviews edit reports, makes corrections, balances entries, prepares and issues billings, and generates summary reports.
• Sets up new accounts and customers.
• Prepares periodic notices, shut off lists, and demand letters.
• Prepares finals out bills, issues refund checks, completes paperwork for liens, and other tasks and reports as needed or assigned.
• Assists in preparation of monthly reports.
• Operates cash drawer, prepares receipts, and balances daily.
• Processes water and sewer tap applications, and other customer account applications and agreements as needed.
• Answers main phone line system and backup line, backup to prepare and distribute mail.
• Assists Meter Readers with re-reads and leak list.
• Ability to recognize and keep confidential information private about customers and employees.
• Ability to understand and carry out instruction and procedures with minimal supervision.
• Communicates effectively with others and processes information effectively.
• Ensures computer is backed up once a month and adheres to Village of Ruidoso IT Policies
• Adheres to all Village of Ruidoso's policies not limited to IT, Purchasing, and Personnel Manual
• Ensures that any on-the job injury is reported immediately and followed up with appropriate forms and actions.
• Reports any suspected fraud and/or abuse to the Finance Director
• Ensures any reports of harassment are immediately reported and appropriate actions are taken.
• Attend meetings, trainings, and workshops as needed
• Ability to operate modern office equipment including computer equipment. Proficiency in MS Word, Excel, PowerPoint and Outlook are a preferred.
• Ability to work in a team environment as well as independently with good time office skills and flexibility.
• Ability to handle and prioritize a variety of assignments and meet deadlines.
• The above statements are not a complete list of all responsibilities and duties performed by employees in this job. As a condition of employment, employees are required to perform other related duties and special projects as assigned.

Minimum Qualifications

• High school education and two (2) year of billing/customer service or automated bookkeeping experience required.
• Bilingual preferred
• Techniques for dealing with the public, in person and over the telephone
• Basic computer applications involving word processing, data entry and standard report generation
• Basic office practices and procedures

Knowledge, Skills, and Abilities

• Multi-task a variety of projects and manage priorities and tasks to meet schedules and timelines
• Perform accurate data entry and mathematical calculations
• Read, interpret and apply policies, procedures and instructions
• Ensure compliance with accounting regulations, standards and policies
• Maintain accounting documentation and records
• Maintain confidentiality of sensitive information and data
• Establish and maintain effective working relationships with those contacted in the course of work.
• Understand and carry out instruction and procedures with minimal supervision.
• Maintaining accurate records, and identifying and reconciling errors
• Entering numerical and related information into a computer system with speed and accuracy
• Meeting critical time deadlines
• Effective oral and written communication
• Establishing and maintaining effective working relations with co-workers.
• Performing routine mathematical calculations such as addition, subtraction, multiplication, division and the calculation of percentages.
• Utilizing standard office equipment, including personal computers, copying machines, mainframe computers, postage machine and adding machines.
• Data entry, spreadsheet applications, and specialized billing software.
• Communicates effectively with others and processes information effectively
• Able to pass criminal history check
• Able to pass credit history
• Must be willing to take and pass a drug/alcohol test and comply with agency "Drug Free" Policy.
• Must possess and maintain valid New Mexico motor vehicle operator's permit of appropriate classification and endorsement as required. Must agree to maintain a satisfactory MVR and minimum requirement of insurability as required by law. MVR background checks will be conducted by the Village.
• Overnight travel as required.
• Knowledge of cash handling procedures and practices.

• Any position that lists a minimum qualification for education level and/or license/certification will require the applicant to provide proof of documentation if selected for hire into the position.
• In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services.
• This job description is subject to change as the needs of the organization and Department change or the requirements of this position change.