Billing Specialist II

Summary

Responsible for a variety of complex billing functions related to merchandise, commercial, industrial, and development utility customers. Maintain specialization in one of three main billing functions and serve as the backup for other billing specialties.

Essential Functions and Other Important Duties

ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

DUTIES

• Maintain accurate billing for the City's drainage services; ensure appropriate party is incurring expense by auditing and reconciling customer records, as outlined by department policies, procedures and/or guidelines.
• Collaborate with customers, including but not limited to, building rapport, answering questions, providing direction, and resolving complaints via email or by phone.
• Complete complex non-commercial billing including, but not limited to, budget billing and single service accounts requiring increased validation and verifications.
• Calculate all rates and validate customer billing in each of the department’s information systems.
• Receive, record, and process requests for specialized utility services including, but not limited to, key accounts, commercial services, and merchandise accounts.
• Process and analyze daily management billing reports; notify leadership immediate if unable to resolve inconsistency in report.
• Process the completion of work orders per department policies, procedures, and/or guidelines.
• Assess credit worthiness and deposit requirements for new commercial and/or key account customers.
• Assist with call center training and leadership with the development, documentation, and communication of training and billing procedures; assist with hiring and interview process, as appropriate.
• Assist internal stakeholders with new applications and Customer Information System (CIS) modifications and upgrades testing.
• Assist with departmental electronic requests, as needed.
• Assist in the collection process for commercial, solid waste, and key account customers.
• Assist with projects and perform assignments, as needed.
• Verify customer adherence to City of Denton Building Inspection safety standards prior to authorizing activation of utility services, as appropriate.

• Identify and correct complex billing account adjustments in the department CIS billing system, including but not limited to, misreads, multi-month adjustments, and cross metered accounts.
• Review and process City of Denton complex departmental billings, as requested.
• Review billing data and reporting for errors for all department billing processes.
• Generate and communicate the department billing calendar to appropriate stakeholders.
• Process requests and question related to the City's Greensense and energy rebate programs.
• Maintain accurate billing for the City's Solid Waste services; ensure daily reconciliation of records in the Customer Service CIS and Solid Waste CIS.
• Oversee the City's Budget Billing program; perform quarterly/bi-annual reviews of billed amounts, issue customer notices, initiate settle up amounts, and maintain customer compliance based on the program terms and conditions.
• Assist with reviewing and processing water leak and wastewater adjustment requests.
• Perform water usage annual audit to establish customer wastewater billing.

• None.

Job Requirements

EDUCATION, EXPERIENCE, AND LICENSES/CERTIFICATIONS

• High School diploma or equivalent; and,
• Three (3) years’ experience in customer service, billing, or related field; and,

• Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

• Knowledge of applicable Federal, State, and Local Government laws, ordinances, and regulations.
• Skill in moderate problem solving; identifying problems and reviewing related information to develop and evaluate options and implement solutions.
• Skill in performing mathematical and statistical calculations with accuracy.
• Skill at the intermediate level, working with applicable Microsoft Office 365 products, and other software systems to complete work.
• Skill in providing exceptional service to internal and external customers.
• Skill in interpersonal relationships, including using tact, patience, and courtesy.
• Ability to communicate effectively, both in oral and written forms, for the needs of the audience.
• Ability to establish and maintain effective interpersonal relationships.
• Ability to handle records and complex situations of a confidential nature.
• Ability to handle difficult and stressful situations with professional composure and confidentiality.
• Ability to work independently and/or with team environment while handling multiple tasks and changing priorities with attention to detail.
• Ability to develop, understand, interpret, and apply rules, policies, and procedures operations.

• Must pass a drug test, criminal history background check and social security number verification.

Environmental Factors and Conditions/Physical Requirements

SAFETY

• Perform preventive maintenance on tools and equipment; ensure equipment is in safe operating condition.
• Follow established safety procedures and techniques to perform job duties, including lifting and climbing; operate tools and equipment according to established safety procedures.
• Promptly report unsafe conditions in the work area and/or any conditions that are not immediately correctable to the supervisor.

• Safety Sensitive (Subject to random drug testing): No.
• Tools/Equipment Used: Standard office equipment, including computer and peripherals, internet access to access the City of Denton secure virtual network.
• Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Lifting no more than 10 pounds.
• Environment: Works in an office and/or home-office setting with dedicated work area free from interruptions; occasionally requires irregular and/or prolonged hours.
  • May work from home for as much as 90% of scheduled hours with supervisor approval, based on business necessity.
• Travel: Travels to City of Denton buildings and professional meetings as required.
• Attendance: Regular and punctual attendance at the worksite is required for this position. Must be able to work after normal business hours and weekends, as needed. Must attend regularly scheduled and special meetings.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

• Inclusive
• Collaborative
• Service-Oriented
• Strategically Focused
• Fiscally Responsible

• Medical, dental, and vision coverage in addition to life and disability insurance plans
• Employee Health Clinic
• Paid Vacation Days and Paid Holidays
• Retirement Plan

E-Verify:
The City of Denton participates in the federal E-Verify program in order to verify a new employee's authorization to work in the United States. Applicants must be lawfully authorized to work in the U.S.