Utility Billing Specialist

Performs difficult administrative and fiscal work performing the utilities billing and customer service functions.

An employee in this class is responsible for the activities which involve the creation and maintenance of customer accounts; addressing customer inquiries relating to opening and closing utility accounts, billings, and general fiscal support and reporting activities; preparing and monitoring bank drafts; preparing and verifying a variety of reports and records; and coordinating with the field services functions. Work is characterized by the multiple detailed procedural steps involved in the work, and the required independent knowledge of the utility billing process and computer application. Work involves public contact functions and coordination with other departments within the city's organizational structure. Considerable tact and courtesy are required in the public contact functions. Work is performed under regular supervision and is evaluated through conferences, by accuracy and timeliness of customer service records and bills, and thoroughness of assigned responsibilities.

Essential Duties and Tasks

• Uploads meter readings from radio read mobile collector and handheld devices; reviews utilities readings and generates billing information, performs edits, and uploads billing files to billing vendor.
• Enters meter readings and meter numbers into accounts as they change; enters customer deposits into system.
• Prints edit list and reviews after initial meter readings are entered; identifies potential mis-reads and other potential problems; determines which meters require re-reading.
• Coordinates the activities of the office with the utility personnel and the departments responsible for the various meter reading and field customer service functions within the Authority; coordinates with utility personnel the meter reading functions and the cutting on and off of services to customers; prepares work orders for a variety of field customer services.
• Answers complaints from citizens, research problems, and answers to their questions; adjusts bills for leaks, incorrect meter readings, etc.
• Ensures proper initial readings are entered; closes out accounts when customers move; adds customers into the meter reading route.
• Establishes, updates, and deletes accounts for multiple development needs.
• Monitors the billing cycle and ensures that all records are submitted on a timely basis in order that established deadlines will be met.
• Establishes bank draft files; transmits bank drafts electronically; processes bank draft payments; processes credit card payments; calculates and assigns payments, exports payments to customer accounts.
• Makes various specialized adjustments to accounts and bills such as sewer charges; processes deposit refunds; balances late fees; processes return check fees and nonpayment fees; assists with determining availability of service; scans a variety of forms into customer accounts.
• Processes debt setoff letters and other delinquent collections correspondence; enters delinquent accounts into debt setoff site.
• Researches and prepares a variety of standard and special reports for management as requested; creates or updates a variety of special spreadsheets as needed.
• Performs related duties as required.

• Considerable knowledge of local policy, billing, and customer service cycles regarding utility systems.
• Thorough knowledge of the utility billing software application, spreadsheets, and other specialized software.
• Working knowledge of paraprofessional accounting principles, practices, and procedures.
• Working knowledge of standard operating practices involved in modern office operation and serving the public.
• Working knowledge of water meter operations.
• Some knowledge of the Authority’s utility rate structures.
• Knowledge of capacity and utility availability in the service area.
• Skill in conflict resolution and customer service excellence.
• Ability to create and maintain accurate records, reports, and files in support of a cash receipt and customer-oriented operation.
• Ability to operate calculator, computer terminal, typewriter, cash register, and related office equipment at the desired level of speed and accuracy.
• Ability to perform accurate mathematical calculations.
• Ability to communicate effectively in oral and written forms.
• Ability to establish and maintain effective working relationships with coworkers, public officials, and customers.
• Accuracy in data entry and review.
• Ability to analyze data and solve problems.
• Ability to meet established deadlines.

• Must be able to physically perform the basic life operational functions of fingering, reaching, lifting, grasping, talking, hearing, and repetitive motions.
• Must be able to perform sedentary work exerting up to ten pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must possess the visual acuity to prepare and use figures and statistics, operate a computer terminal, read maps and written material extensively.

Degree in accounting or office technology and considerable experience in a billing operation involving multiple step tasks and use of billing software, and considerable experience in customer service; or an equivalent combination of education and experience.