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Employment Type
Part Time (20 to 29 hours with KPERS benefits)
Job Summary
Salary Range: $21.75 to $ 24.08
At the City of Olathe, Kansas, we're "Setting the Standard for Excellence in Public Service," both for our residents and employees. It's at the core of our Vision, Values, and Mission. It's the basis for our organizational culture and we're looking for employees who share our values of integrity, learning, customer service, and more. As one of the fastest growing cities in the region, we strive to find innovative, engaged employees who are excited to help shape the future of our great City.
For more details, review the full job details and requirements below.
The Billing and Support Specialist I is responsible for interacting continuously with citizens and customers. The position includes being focused on investigating and resolving inquiries. The Billing and Support Specialist I will contribute to a strong team and model behaviors to accomplish desired results. This role will leverage knowledge and skills to contribute to efforts to collaborate with internal teams to achieve goals utilizing high standards and processes established by the organization.
Key Responsibilities

• Listens and responds to customer requests, complaints, and complex issues.
• Recognizes and recommends related process improvements with internal and external teams to gain efficiencies.
• Writes, updates, and regularly reviews scripts and workflow process documentation.
• Responsible for the consistent application of organizational policies and procedures.
• Tests software to break/fix, identify temporary workarounds, and provide leaders feedback on issues and suggested improvements.
• Ensures the accuracy of utility services including usage/charge calculation, billing and collecting payment, cash handling procedures and citywide Accounts Receivable daily operations.
• Evaluates and calculates adjustments on commercial and residential accounts.
• Ensures coordination with water companies regarding customer usage and accurately download usage readings into customer accounts for billing.
• Responds to customer service calls, including answering questions regarding billing problems, negotiating payment schedules and establishing or disconnecting service.
• Maintains a collaborative and team centric approach in accomplishing work.
• Seeks out and utilizes innovative opportunities for improved practices when applicable.
• Utilizes effective communication within the customer service team and externally to impacted parties as well as stakeholders.
• Provides information to customers in person, chat, email or through phone inquiries for various city services.
• Provides public with information on departmental and city policies and procedures.
• Receives and processes large volume of payments, issues receipts, and balances and reconciles daily logs with attention to credibility and accuracy.
• Handles confidential and sensitive information with discretion.
• Utilizes numerous computer software programs to initiate and process service requests, queries, and searches.
• Assists with electronic filing of documents and organizing various paperwork items requiring a strong attention to detail.
• Creates invoices and credit memos, updates customer files, and sends invoices and payment reminders to customers.
• Manages the status of accounts and balances and identifies inconsistencies.
• Responsible for over $65 million in annual billing and receivables.
• Updates accounts receivable database with new accounts or missed payments.
• Ensures all customers remain informed on their outstanding debts and deadlines.
• Collaborates with customers, third party institutions and other team members to resolve billing inconsistencies and errors.
• Inputs payment history, upcoming payment information and/or other financial data into an individual account.
• Recommends financial solutions for customers who may need payment assistance.
• Performs other duties as assigned.

Qualifications
Experience: At least three years of experience in a Customer Service Role is required. Experience handling high call volume, in person interactions, billing, reporting, and other support services is preferred.
Education: A High School Diploma or equivalent is required. An Associates Degree or college level business coursework is preferred.
Licenses & Certifications: A valid driver's license and good driving record are required. Preference to candidates who are bondable.