The Administrative Support Specialist position will perform a variety of customer service tasks in the Finance Department, primarily in the Utility Billing Division. Provides direct customer assistance in initiating or changing water service, accepting and entering payments, resolving complaints, maintaining account information, and explaining billing to customers over the phone or in-person. The incumbent will also be responsible for coordinating ambulance billing operations and performing other administrative duties as assigned.

Scope of Impact:

The duties and responsibilities of this job are performed with latitude for independent judgment in accordance with Department and City policies, Federal, State and Local regulations and are based on detailed knowledge of Department operations. Work is subject to periodic review by the supervisor, who provides input on and approval of recommendations, and discusses assignments, priorities, and work.

Interacts with Edina residents and businesses on utility billing set-up and questions.
- Provides general account information;
- Establishes new water accounts;
- Connects and disconnects water service;
- Researches customer billings;
- Investigates customer complaints and refers to the appropriate individual;
- Analyzes account information and resolves questions on the account;
- Updates and corrects information in the database, including new and existing customer accounts, meter information and billing information.
Handles utility bill and payments
- Performs complex reconciling of accounts and transactions;
- Coordinates with Public Works to ensure timely readings and billings and to determine if changes or adjustments need to be made to accounts;
- Enters meter readings into the utility billing system;
- Accepts payments and applies to accounts;
- Investigates unpaid closing statements and attempts collection;
- Processes and adjusts exception accounts requiring manual intervention;

Serves as Utility Billing point of contact, and backup to the Utility Billing Specialist
Ensures daily coverage of utility billing during city hall business hours and all calls and emails are provided a response within 24 hours.
Coordinates ambulance billing operations.
- Works with contracted billing company;
- Answers questions from patients who have used ambulance service;
- Administers financial hardship applications;
- Administers revenue recapture program;
- Prepares quarterly and annual reports for the MNCare tax.
Finance website management
Serves as Finance’s record management representative to help establish how records are organized, stored, and destroyed to ensure legal compliance.
Opens daily mail, scans, and distributes.
Provides general administrative duties as needed.
Serves as backup support to the City Hall front desk.
Performs other duties as assigned.

Minimum Qualifications:

Completion of High School Diploma or GED; AND
Two (2) + years of full-time work experience related to customer service billing support/accounting; AND
The ability to communicate effectively both orally and written.
Must have keyboard proficiency, mathematical reasoning and calculation skills, and good customer service skills.
Proficient with Microsoft Windows, Word, Excel, as well as knowledgeable of databases or accounting software.

Desired Qualifications:

Post-secondary education in accounting or a related field
One (1) year of full-time work experience providing support to utility billing.

One (1) year of full-time work experience related to customer service and data entry, preferably associated with a public utility.
Previous experience in related public sector positions.
Experience with Tyler MUNIS software.

Knowledge, Skills and Abilities Desirable for Successful Job Performance:

Knowledge of utility billing policies and procedures;
Knowledge of accounting procedures;
Knowledge of and ability to use computer programs including Windows, Microsoft applications, as well as various accounting relatedsoftware;
Ability to learn and use the City’s utility billing and other software applications;
Ability to handle frequent interruptions and phone calls;
The ability to work independently to prioritize work requests;
Ability to provide leadership and direction to staff;
The ability to communicate effectively verbally and in writing, as well as tactfully and courteously with the public, City and Department staff.

Physical and Mental Requirements:
Data entry and report preparation will at times require extended use of a keyboard. There are frequent interruptions with customers calling about utility issues.

Working Conditions:
Most work is performed in a normal office environment. The job may involve dealing with and calming individuals who are emotionally charged over an issue.

Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities.
Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. The City retains the discretion to add duties or change the duties of this job at any time.

City of Edina

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