Job Summary

Provides a wide variety of customer service-related activities in support of the Citys Utility Billing Department. This position assists customers in establishing and/or updating utility accounts, receives payments for utility bills, collaborates with Supervisor to prepare customer billings and cutoff notices, prepare work orders and coordinate service issues with utility crews, reviews and verifies various reports, responds to citizen inquiries, and performs related work. This position reports directly to the Utility Billing Supervisor with oversight by the Director of Finance.

Essential Job Functions

• Provide a wide variety of customer services related to the utility accounts and billing functions of the city; work with customers in establishing and administering accounts for utility services; enter, revise, end, transfer and maintain accounts with the master billing system.
• Explain city policies and procedures related to utility services and billing procedures to customers; establish new account numbers; receive and verify data about customer and accounts; receive customer payments; provide front counter support as needed.
• Prepare delinquent account notices; distribute notices and follow up on disposition of accounts; maintain records of payments; generate cut-off notices as appropriate.
• Prepare work orders related to customer requests, including to install new meters, cut-off service, check meter accuracy, and investigate other customer service problems; work with personnel from other departments and units to address customer issues; record and follow-up on customer service requests to verify resolution.
• Receive and process temporary service requests; set up work order to establish service; collect payments from customers and maintain records of service.
• Administer utility billing process; generate billings; check, edit and verify billing register; save billing record to tape; update journals and other record systems for each cycle; compile, input and analyze data for billing activities; implement account adjustments as appropriate.
• Generate end of the month reports for customer accounts; develop and generate other related activity reports within utility billing area, including such things as customers lists and street addresses; review and verify activity reports.
• Reconcile refuse accounts, comparing City records with service provider invoice, identify issues and reconcile with service provider. Track status of updates and ensure completion.
• Balance cash drawers. Prepare bank deposits; process deposits, prepare forms, return receipts to appropriate department or personnel; forward records of deposits to other staff for inclusion in the daily deposits.
• Respond to inquiries and direct customers to appropriate department or party as appropriate; open mail and provide back-up in absence of receptionist.
• Perform additional related duties and responsibilities as required.

Knowledge, Skills and Abilities

• Knowledge of procedures related to utility services, managing customer accounts, and billing processes.
• Cash handling experience and familiarity in reconciling accounts for daily deposits.
• Ability to communicate clearly and concisely, both verbally and in writing.
• Effective time management and ability to prioritize tasks.
• Ability to maintain cheerful outlook and provide excellent customer service to all patrons.
• Strong interpersonal skills and ability to work well with other members of the team.
• High attention to detail.
• Initiative-taking problem solver.
• Solid organization skills.
• Ability to operate common office equipment including computers and printers.