GENERAL DESCRIPTION OF DUTIES :

The purpose of the position is to perform moderately complex work providing account maintenance and customer service work for processing the billing of water, sewer, reuse, fire, garbage, landfill, and stormwater and / or occupational license accounts.

Employees in this position haveconsiderable customer contact in person, through correspondence, and via telephone to properly service all customer accounts.

EMERGENCY RESPONSE STATEMENT

All employees may be subject to recall around the clock for emergency response operations, which may require irregular work hours, work at locations other than the normal work location, and may include duties other than those specified in the employee's official job description.

Assignments in support of emergency operations may be extensive in nature, with little advance notice, and may require employees to relocate to emergency sites with physically and operationally challenging conditions.

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.

Other duties may be required and assigned.

• Provides customer service through opening new accounts, closing accounts, processing payments and deposits, restoring services, monitoring and responding to emails, and updating account information.
• Conducts cycle billings for current meter readings; uploads meter readings; prints exception lists of utility bills which are outside of parameters, such as too low, too high, zero, etc.

researches problems, fixes or moves off cycle; prints the billing register; processes bills; and submits to bill printing company.

• Performs daily utility billing, using an Enterprise Resource System, such as Munis,to document information regarding accounts adjustments, delinquent accounts, daily meter readings, and interfacing with Customer Service personnel.
• Accepts and processes payments received through postal delivery and bank.
• Prepares and processes the billing, collection and follow up of Business Tax Receipt applications for businesses within City limits.
• Downloads, analyzes and corrects reports, such as kick out reports and meter reading control reports.
• Manages processing / collection of delinquent bills; communicates with customers regarding delinquent bills; negotiates payment arrangements if possible;

prepares Estoppel responses; communicates with collection agencies concerning delinquent customer accounts; performs process of placing and satisfying liens on unpaid bills.

• Performs on-line maintenance, review and clearing of all system files.
• Cross trains for the Customer Service Counter.
• Operates a personal computer to enter, retrieve, review or modify data, utilizing Microsoft Word, Excel, Munis word processing, spreadsheet, database, presentation, Internet, e-mail, or other software;

and operates general office or other equipment as necessary to complete essential functions; identifies computer problems and reports to proper department / individual.

• Processes a variety of documentation associated with department / division operations, within designated timeframes and per established procedures : receives and reviews various documentation, billing reports, collection reports, exception reports, and daily updates;
• reviews, completes, processes, forwards or retains as appropriate; compiles data for further processing or for use in preparation of department reports;

and maintains computerized and / or hardcopy records.

PERFORMANCE APTITUDES

• Data Utilization : Requires the ability to determine, calculate, tabulate, or summarize data / information. Includes performing subsequent actions in relation to these computational operations.
• Human Interaction : Requires the ability to exchange information for the purpose of clarifying details within well established policies, procedures and standards.
• Equipment, Machinery, Tools, and Materials Utilization : Requires the ability to operate, maneuver and / or control the actions of equipment, machinery, tools, and / or materials used in performing essential functions.
• Verbal Aptitude : Requires the ability to utilize a wide variety of reference, descriptive, and / or advisory data and information.
• Mathematical Aptitude : Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages;

the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning : Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form;

and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.

Situational Reasoning : Requires the ability to exercise judgment, decisiveness and creativity in situations involvingevaluation of information against measurable or verifiable criteria.

MINIMUM TRAINING AND EXPERIENCE :

EDUCATION AND CERTIFICATIONS :

• Graduation from High School or equivalency diploma.
• Minimum of five (5) years experience in utility customer service with a minimum of two (2) years experience in utility billing.
• Some experience with Tyler Munis system helpful.
• A comparable amount of training, education or experience may be substituted for the above qualifications.

Last updated : 2024-05-12