Utility Billing Assistant

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The City of San Luis Obispo is excited to offer a full-time (40 hours per week) Utility Billing Assistant position through June 2025. As a part of the City's upcoming financial plan, the Utilities Department has requested that the position be full time. If approved, the role would remain full-time. If unapproved, the role would transition to a 75% part-time position (30 hours per week) starting in July 2025.

If you are selected for interviews, they will take place in person on Thursday, April 17, 2025, so please hold that date.

THE SUCCESSFUL CANDIDATE :

The successful Utility Billing Assistant is a detail-oriented and customer-focused professional who thrives in a fast-paced environment. They excel in financial and administrative support, ensuring accurate and efficient utility billing operations. With strong communication skills, they confidently assist the public, explain billing policies, and resolve inquiries with professionalism and clarity. Their ability to analyze data, perform billing calculations, and maintain detailed financial records supports operations within the department. Above all, they take pride in fostering positive interactions with both customers and colleagues, ensuring that the City's utility billing functions operate smoothly and transparently.

JOB SUMMARY : Performs a variety of responsible customer service and financial support activities, which may include data entry, organization, and retrieval; processing payments and disbursements; automated and manual record keeping; extensive public contact and assistance in person, over the phone and in writing; report preparation and filing; and other related work as assigned. Positions in this classification are assigned duties in the following areas: utility billing which includes customer service and specialized processes such as monthly billing, shut-off procedure, 48-hour notifications, returned checks, collection batches, utility billing adjustment committee requests. CLASS CHARACTERISTICS: The Utility Billing Assistant position performs a wide variety of work to ensure that utility billing and revenue collection run smoothly and that the public and staff receive the highest standards of customer service. Responsibilities include performing work independently in day-to-day situations, although supervision is available in difficult or unusual situations. The work may have technical aspects, requiring the interpretation and application of departmental and public policies, procedures, state and local regulations, and automated business/administrative/records management applications.

SUPERVISION

SUPERVISION RECEIVED AND EXERCISED : Employees in this classification receive supervision within a framework of standard policies and procedures.

EXAMPLES OF DUTIES

EXAMPLES OF DUTIES AND RESPONSIBILITIES : (Any one position may not include all of the duties listed nor do the listed examples include all tasks that may be found in positions of this class.)

• Provides assistance and information to the public and other City employees; answers telephone and assists public at counter; explains City and Utilities related policies, billing procedures, rates and fees.
• Performs a variety of financial duties in support of Utility Billing and customer service operations.
• Processes utility bills; balances and records payments; prepares and records adjustments, service requests, and change orders; processes meter reads; prepares, proofs, and adjusts bills.
• Prepares reports, forms, receipts, work orders, and specialized documents related to Utility Billing.
• Prepares financial and statistical reports pertaining to Utility Billing.
• Trains and assists other Utility Billing staff in the proper operations and procedures of assigned desk
• Composes standard correspondence, such as transmittal letters, from prior materials or brief instructions.
• Proofreads materials for accuracy, completeness, compliance with departmental policies, formatting and correct English usage including grammar, punctuation and spelling.
• Enters, edits, updates and retrieves data from narrative reports or spreadsheets and prepares periodic or special reports, following established formats and menus.
• May create new departmental forms, spreadsheets or other means of capturing data.
• Establishes and maintains financial and administrative files, following an established records management system; compiles information from such files; purges files as required.
• Processes mail pertaining to Utility Billing and water and sewer payments.
• Operates standard office equipment, including job-related computer hardware and software applications, electronic ten-key calculators, multi-line telephones; and other department-specific equipment.
• May serve on a variety of departmental or City-wide project teams or committees.
• May complete standard forms (both online formats and hard copy) with information from the public.
• May provide instruction, direction and work review to less experienced, part-time staff or volunteers on a project basis.
• Records data and maintains statistical and financial records and logs; performs data entry; checks, verifies, and files financial data.
• Performs related duties similar to the above in scope and function as required. KNOWLEDGE AND ABILITIES : Knowledge of :
• Modern office procedures, practices and use of equipment with general computer software applications including word processing and spreadsheet applications.
• Business English and proper grammatical uses for oral and written communication.
• Customer Service Techniques.
• Basic accounting principles and practices.
• Record keeping methods and techniques.
• Principles of mathematics.
• Pertinent federal, state, and local laws, codes, and ordinances.

• Administer customer billing procedures.
• Maintain tactfulness and courtesy in high stress situations.
• Perform mathematical calculations accurately and quickly.
• Explain City policies and procedures.
• Type at a speed necessary for successful job performance.
• Communicate clearly and concisely, both orally and in writing.
• Analyze technical data, evaluate situations, and solve problems.
• Plan and organize work to meet deadlines.
• Perform job tasks with minimal supervision.
• Follow oral and written instructions.

TYPICAL QUALIFICATIONS

EDUCATION AND EXPERIENCE : Equivalent to graduation from high school; and Two years related work experience. Recent work experience with automated billing systems, preferably in utility billing, is desirable. Word-processing speed of net 45 wpm. Intermediate Microsoft Excel skills. or Any equivalent combination of education and experience. Recent experience in a public agency setting and additional college level course work in accounting, finance or related field as well as bilingual communication (English/Spanish) is desirable. THIS POSITION WILL BE REQUIRED TO COMPLETE THE FOLLOWING BEFORE A FINAL OFFER IS MADE:

• Live Scan Fingerprinting - DOJ

For a detailed spreadsheet of employee benefits by bargaining group, please view our Benefits Summary.

Retirement: California Public Employee's Retirement System (PERS). The City participates only in the medicare portion of Social Security.

Health: the City has a cafeteria plan for health, dental and vision insurance and contributes towards medical insurance. Employees may choose from several health insurance options. There are also two dental plans to choose from. See the Benefits Summary link to determine the contribution amount.

Life and Accidental Death and Dismemberment (AD&D) Insurance: group term life and AD&D insurance is provided for all regular employees. The amount of coverage varies depending on the classification. Employees may purchase additional life and AD&D insurance for themselves and their dependents.

Vacation: employees receive 12 days per year increasing to 20 days after 20 years.

Holidays: employees receive 12-13 days per year depending on the classification.

Sick Leave: employees receive 12 days per year.

Administrative Leave: is a benefit available to management employees. The number of administrative leave hours varies depending on the classification.

Flexible Work Schedule: is available to many positions within the City organization.

Long Term Disability Insurance: is available for regular employees. The amount of benefit and contribution by employee varies by classification.

Deferred Compensation: is available for employees to set aside a portion of their salary on a pre-tax basis to supplement retirement.

Wellness Program: offered to help employees gain knowledge, skills and motivation to improve the quality of their lives and well-being.

Employee Assistance Program: a counseling and consultation service designed to help employees and eligible family members with a wide range of personal issues.

Flexible Benefits Program: available to help employees save taxes on: (1) Pre-tax health insurance premium deductions, (2) Unreimbursed/ uncovered medical expenses, and (3) Dependent care expenses.

Tuition Reimbursement: up to $1500 annually for job-related educational costs is available to employees who have passed probation.

Trip Reduction Incentive Program (TRIP): incentives are available for employees who voluntarily participate in alternative forms of transportation to and from work.

Computer Purchase Program: interest-free loans to employees who have passed probation and who purchase computers for personal use with City approved software configuration.

Professional Association for City Employees (PACE): voluntary organization for professional development training classes, monthly membership meetings with a variety of speakers, and social functions designed to facilitate interaction with employees from all departments in a relaxed setting away from work.