Utility Accounts Specialist

Job Description

• Provides excellent customer service to utility customers via telephone, email, and in person; responds to inquiries from customers and City employees regarding utility accounts, fees, services, and billing, and refers customers to the appropriate department as needed.
• Corresponds with customers in a professional manner and assists with resolving questions and concerns related to utility services and accounts.
• Accesses, reviews, and maintains detailed customer account information, including customer contact information, account notes, billing history, and other account records; ensures information is accurate and complete.
• Assists residential and commercial customers with establishing new utility service, transferring service, and disconnecting service.
• Accepts and accurately processes utility payments and other fees received in person, by telephone, through the mail, and through online payment systems using electronic payment and utility billing software.
• Processes incoming mail, including operating check-processing equipment.
• Closes out and balances cash registers and payment batches on a daily basis in accordance with established procedures.
• Issues, enters, tracks, and processes work orders for meter readers and other field staff.
• Reviews meter read data for accuracy and refers discrepancies to the Billing Division for correction or further review as appropriate.
• Assists the Utility Billing Division with scheduled service disconnections.
• Reviews customer account information to ensure accuracy and completeness of billing for all City field meters.
• Assists with reviewing and processing utility account information and documentation to ensure compliance with established billing procedures.
• Maintains familiarity with applicable City ordinances, policies, procedures, and regulations related to utility billing and customer service and remains current on updates and changes.
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• High School Diploma or GED; and
• One (1) year of related experience, including customer service and accounts receivable experience, preferably in a utility billing or municipal environment;

OR

• Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities. 

Knowledge, Skills and Abilities:

• Accounts receivable principles and basic accounting practices;
• Generally accepted accounting principles (GAAP);
• Basic cash-handling and cash management procedures; 
• City ordinances and policies related to utility billing; 
• Computerized utility billing and accounting systems; 
• Standard office equipment and software applications. 
• Operate standard office equipment, including computerized cash registers, fax machines, copiers, ten-key calculators, postage machines, mail inserters, and personal computers; 
• Use word processing, spreadsheet, data inquiry, and customized utility billing software; 
• Provide excellent customer service in a fast-paced environment; 
• Accurately handle and reconcile cash and electronic payments; 
• Resolve customer issues effectively, negotiate solutions within established policies, and identify and correct account discrepancies; 
• Establish and maintain effective working relationships with coworkers, contractors, and the general public; 
• Enter and maintain accurate data with strong attention to detail; 
• Manage multiple tasks and priorities simultaneously; 
• Communicate clearly and effectively, both orally and in writing; 
• Demonstrate strong organizational skills, self-motivation, and reliability.
• Ability to speak Spanish is preferred.

Estimated hiring hourly range: $18.80-$28.20