Utility Account Specialist (Promotional Opportunity)

The Position

The current vacancy is for Utility Account Specialist in the Water Department. This promotional recruitment is open to current regular City of Santa Cruz employees in the classified service only. Under direction, the Utility Account Specialist is responsible for coordinating and performing the day-to-day functions of utility billing, including accounts payable, accounts receivable, preparing billing notices, making payment arrangements, and performing collections; maintains customer accounts, including the calculation, uploading, and downloading of appropriate charges into the billing system; reviews and ensures utility service charges are accurately processed through the city’s billing system; assists the Utility Service Representatives by performing the more complex billing tasks; researches and resolves difficult billing or meter reading issues.

The eligible list established from this recruitment may be used to fill other Promotional Utility Account Specialist vacancies that may occur during the life of the list. The eligible list established from this recruitment is valid for up to one year from the date established unless the list is extended or abolished by the Human Resources Director.

Recruitment #26-073

APPLICATION AND SELECTION PROCESS:

The following process may be changed as deemed necessary by the Human Resources Director. The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract.

• On Thursday, 06/18/26 recruitment will close. All application materials must be received by the Human Resources Department by 5:00 pm; postmarks are not accepted. To apply, submit:
• Application- online application only. Resumes are not accepted in lieu of filling out the application form completely. Click the Apply button to begin the online process.
• Response to supplemental questions- will be a primary tool in the evaluation of your qualifications for this position. Any work experience described here must also be included in your employment history on the main application.

• Week of 06/22/26: Applications will be competitively screened based on the minimum qualifications for this position. Candidates will be notified of their status in the recruitment by 07/03/26.
• Week of 07/06 and/or 07/13/26: I nterviews will be tentatively scheduled for top candidates. The examination process will include an interview and may include a written and/or performance exercise.
  
  

Basic Function

Under direction, the Utility Account Specialist is responsible for coordinating and performing the day-to-day functions of utility billing, including accounts payable, accounts receivable, preparing billing notices, making payment arrangements, and performing collections; maintains customer accounts, including the calculation, uploading, and downloading of appropriate charges into the billing system; reviews and ensures utility service charges are accurately processed through the city’s billing system; assists the Utility Service Representatives by performing the more complex billing tasks; researches and resolves difficult billing or meter reading issues.

Distinguishing Characteristics

Utility Account Specialist is an advanced, lead level classification. Incumbents may be assigned to utility accounts receivable, accounts payable, solid waste/refuse, or meter operations. This classification is distinguished from the lower-level Utility Service Representative I/II series in that the latter classification is responsible for the basic customer service functions of assisting customers with questions, providing information and instructions, and maintaining customer accounts. This classification is distinguished from the next higher classifications of Utility Service Supervisor in that the latter classifications are responsible for supervising the staff and overall operations in utility billing or water metering.

Typical Duties

(May include, but are not limited to, those duties listed below.)

• Establishes utility billing or meter reading schedules and imports data into utility billing software.
• Reviews and approves the utility billing or meter reading files that are uploaded and downloaded from the vendor and/or database.
• Researches misapplied payments; issues or denies rebates; processes refunds and voids payments.
• Calculates average bills for customers; determines the amount due for all past due accounts and establishes fixed monthly payments.
• Assists customers in setting up payment arrangements and addressing financial difficulties; manages payment plans.
• Performs leak bill adjustments and coordinates will-pays with customers; provides information with customers regarding leak rebate programs and processes leak applications.
• Responds to the more complex customer inquiries involving billing/payment discrepancies and resolves billing disputes with customers; advises customers of changes in account types and fees associated with new account types.
• Researches, reviews, and evaluates utility consumption data to identify irregularities using a variety of software programs; applies advanced knowledge of payment processing and billing practices to troubleshoot between utility, customer, bank, and payment processor.
• Posts utility transactions, receipts, and refunds to the general ledger to ensure compliance with regulations and policies; communicates with Information Technology and Finance department staff to resolve posting errors.
• Prepares weekly shut off lists; reviews account data to determine when a customer should be shut off.
• Interacts with Water and/or Public Works divisions to establish new customer accounts when new utility services are added to new service addresses and/or additional dwelling units; monitors completion of new meter sets and confirms meter inventory information is correct in customer accounts; monitors water usage on closed accounts.
• Establishes construction accounts eliminating non-essential services; monitors building permit status; reinstates mandatory services to update accounts upon confirmation of final permit.
• Researches and analyzes utility billing or meter reading functions; recommends changes to utility billing system.
• Oversees utility inventory changes to assure accurate and timely billing.
• Receives, collects, and processes utility payments through various payment methods ensuring payments are applied correctly to customer accounts.
• Assists customers with setting up and navigating online accounts; explains how to monitor daily water usage, review consumption patterns, and identify changes related to possible water leaks.
• Maintains accurate and organized records of customer interactions and account information; prepares reports.
• Maintains the confidentiality of customer information and billing data in accordance with privacy regulations.
• Provides technical expertise for assigned area as required.
• Assists supervisor in training new staff; Provides input into staff performance appraisals.
• May provide lead direction to Utility Service Representative I/IIs.
• May perform any duties of the Utility Service Representative I/II staff in area of assignment.
• Performs other related duties that may be reasonably expected as part of this classification.
  
  

WORKING CONDITIONS

Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard. Additionally, the position requires near and far vision in reading written reports and work-related documents. Acute hearing is required when providing phone and personal service. The need to lift and push boxes weighing up to 25 pounds is also required.

Some of the requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.

Minimum Qualifications

The minimum qualifications for Education, Experience, Knowledge, Skills and Abilities are the following:

Education And Experience

• High school diploma or tested equivalent; and
• Three (3) years of experience performing utility customer service, accounts payable, or water metering administrative duties, including one (1) year comparable to Utility Service Representative II or Water Meter Specialist II in the City of Santa Cruz.
  
  

Knowledge:

• Applicable regulations, policies, procedures, and work methods associated with utility billing, utility services, and customer service.
• Effective customer service standards and techniques, including the resolution of difficult customer complaints.
• Personal computer equipment and standard business software, including applications for performing word processing, email, and data entry/analysis.
• The operation of utility billing software.
• Principles and practices of clerical accounting including billing, accounts receivable and accounts payable.
• Standard practices, procedures, business systems applications, and equipment used in a billing and customer service office.
• Mathematics, including addition/subtraction, multiplication/division, percentages, unit conversions, and consumption rates.
• Methods and techniques for record keeping and report preparation.
• Proper grammar, spelling, and punctuation for use in business correspondence.
• Safe work practices in an office environment.
  
  

Skills:

• Computer skills to produce effective correspondence, reports, data records, and
• documents.
• Advanced interpersonal and communication skills.
  
  

Abilities:

• Read, interpret, understand, and explain applicable regulations, policies, procedures, and work methods associated with areas of assignment.
• Understand and follow written and oral instructions.
• Work independently and as a member of a team within broad parameters.
• Learn and train others on new procedures and tasks.
• Organize, prioritize, and follow up on work assignments for self and others.
• Recognize patterns and anomalies within hourly, daily, weekly, or monthly water meter usage data sets.
• Maintain accurate records.
• Learn principles to effectively coordinate and review the work of others.
• Compose correspondence.
• Develop and coordinate office systems and work schedules and work under pressure to meet deadlines.
• Effectively respond to customer complaints and problems.
• Interpret and apply administrative and departmental policies and procedures.
• Process detailed paperwork in accordance with specific procedures and policies.
• Deal tactfully with the public, in person and by telephone, in situations where relations may be strained or difficult.
• Maintain confidentiality.
• Read maps.
• Communicate effectively, both orally and in writing.
• Establish and maintain effective working relations with those encountered during the course of work.
  
  

Licenses and Certificates

• Possession and continued maintenance of a valid California Class C driver's license.
  
  

Other Requirements

• None
  
  

Desirable Qualifications

• Bilingual ability to speak in English in Spanish.
• Completion of 60 semester (or equivalent) units from an accredited college or university with major coursework in accounting, business administration, or a related field.
• Banking, cash handling, and financial record keeping experience.
• Water metering experience.
• Some lead worker experience.
  
  

Career Ladder

• Utility Service Supervisor
• Utility Account Specialist
• Utility Service Field Technician I/II OR
• Utility Service Representative I/II