Account Representative - Utility Billing (LTE)

Come Join the City of Bellevue!

Please fill out your application as fully as possible. The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. Read the " Hiring Process " section below to learn more.

New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Job Summary

The City of Bellevue is currently accepting applications for Account Representative- Utility Billing. Bellevue has approximately 38,000 customers who are billed in 8 billing cycles of approximately 4,750 customers each. These cycles are assigned to Account Representatives for pre-billing and account management. This position involves a high degree of contact with the public. This person answers concerns, questions, and complaints from Utility customers- either by phone or in person. This person also uses math skills to calculate bills and adjustments. Communication skills are used to deal with customers who are unhappy or may require special assistance. There are some clerical duties that are performed in an automated environment. This position works under the moderate to general supervision of the Utility Billing Manager.

This LTE opportunity goes until December 31, 2027.

Essential Duties And Responsibilities

• Responds to customer concerns, inquiries or complaints as received via phone or in person. Some of these customers are irate and require especially tactful handling. Provides technical support for customers experiencing problems using MyUtilityBill.
• Explains the charges for water, sewer and storm drainage as they appear on customer accounts.
• Calculates adjustments to accounts as necessary.
• Monitors accounts for delinquency, or collection action. Makes payment arrangements as necessary. Interprets and applies knowledge of applicable laws and shut-off procedures as necessary.
• Manages routine correspondence.
• Evaluates and analyzes the accuracy of billing charges prior to, and after billing. Determines corrections to be made and adjusts accounts as necessary.
• Is often the first point of contact for Utilities. Must have a thorough knowledge of the activities and other functions of Utilities and the City.
• Coordinates with Utilities Operations and Maintenance field staff regarding meter reading, meter change outs, and customer service issues.
  
  

Qualifications

Education & Experience Requirements

• High school diploma or equivalent.
• Two to three years of responsible, related experience in direct customer service. Utility customer service experience preferred.
• Or any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities.
  
  

Additional Qualification Criteria

• Knowledge of relevant office equipment, practices and procedures.
• Experience with windows-based software. Working knowledge of Word and Excel. Ability to quickly master billing software.
• Excellent oral and written communication skills, ability to express thoughts clearly, and facilitate exchange of information. Quick thinker.
• Ability to prioritize work and meet deadlines in a multi-task environment with frequent interruptions.
• Good math skills required to calculate adjustments to customer accounts.
• Ability to maintain confidentiality.
• Must be able to interact with people in a courteous and sensitive manner with patience. Occasionally deals with irate, antagonistic, or frustrated customers.
• Ability to remain flexible, able to shift priorities as needed- open to new ideas and changes in the work group.
• Bellevue is a diverse community- patience and understanding required when dealing with customers whose first language is not English.
• Detail oriented.
• Demonstrated ability to work as part of a team.
  
  

Supplemental Information

Working Conditions & Physical Requirements

• The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.
• The employee may be required to push, pull, lift and/or carry up to 20 pounds.
• The noise level in the work environment is moderately quiet.
  
  

Limited Term Employee (LTE) : A fully benefited employee appointed to serve in a position scheduled to work a minimum of 30 hours a week for a specific project with a specific ending date which is anticipated to last more than five months but in no event longer than three consecutive years (36 months).

Flexible/Hybrid Working: Remote work for this position is subject to department's operational needs and will be discussed with candidates during the selection process. Full-time remote work is not an option. Once hired, employees must reside in the State of Washington and within commuting distance to Bellevue City Hall.

HIRING PROCESS

The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. To evaluate all candidates fairly and equitably, the City will make all applicants anonymous when we are screening the applications. We will redact information from our application such as your name, address, and other demographics. To help us, please complete the online application form as fully as possible.

• Answer the Supplemental Questions when requested which can be found on the Questions tab of the Job posting.
• We do not accept resumes and cover letters during the anonymous application screening stage, unless otherwise stated in the job description.
• Applicants advancing to the next stage may be required to provide a cover letter, resume, writing sample, and references.
  
  

CONDITIONS OF EMPLOYMENT

• All candidates will be required to establish employment authorization and identity at the time of hire. The City is not able to sponsor work visas.
• All positions require the completion of references checks, including at least one prior supervisor.
• Some positions may require completion of a criminal background check prior to start employment
• Some positions may require obtaining a commercial driver's license (CDL), licensures, or additional certifications.
  
  

At the City of Bellevue, you'll be part of a team committed to providing exceptional customer service, upholding the public interest and advancing the community vision. The six essential and enduring principles that guide our individual actions, our interactions, and our decision making in the City of Bellevue organization is: Exceptional Public Service, Stewardship, Commitment to Employees, Integrity, Innovation, and Diversity, Equity & Inclusion. You'll work in an environment that is innovative, collaborative, future focused, and committed to excellence. Bellevue welcomes the world. Our diversity is our strength. We embrace the future while respecting our past. It's what makes the City of Bellevue an exciting place to work, live, and explore.

Have we piqued your interest yet? Come join our team! The City of Bellevue supports workplace diversity. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetic information, disability, age, veteran status, or any other protected status. Persons needing assistance with the application process may call the Human Resources Office, at 425-452-6838 or recruiting@bellevuewa.gov . If you are invited to participate in the selection process and need ADA accommodations, please notify HR before you are scheduled for an interview or testing.

The City of Bellevue participates in the E-Verify program. Learn more about the E-Verify program.

https://www.e-verify.gov/sites/default/files/IER_RightToWorkPoster.pdf

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPosterES.pdf

For any technical difficulties with your application, please contact the NEOGOV support line at 855-524-5627.

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