Performs difficult technical work ensuring the proper billing of utility accounts with complex data audit and entry related to utility accounts, services location, services and bill codes; routinely audit, monitors and makes revisions as necessary to correct errors on billing or service request transactions; does related work as required. Work is performed under the limited supervision of the Accounts Receivable Manager. Supervision may be exercised over assigned personnel.

Works closely with employees in Customer Service, Billing and Technology Services to troubleshoot and resolve technical issues and billing errors. Assists with training of CSR staff and documentation of processes and procedures (20%)
Acts as liaison between Accounts Receivable and Land Development, Stormwater, Electric, Solid Waste/Enterprise Services and Public Works to ensure proper classifications, addresses and rate codes on accounts and to resolve issues with installation of new services, consumption or service problems; (15%)
Works with Customer Service Manager, Building Inspections and Code Enforcement to verify that proper permits are in place, and conditions approved, for new construction and remodeling. Acts as primary point of contact for utility related issues for commercial and industrial customers and management companies for large apartment complexes; (15%)
Performs difficult analysis and reasonability checks on utility accounts and billing data that fall outside normal usage guidelines; (5%)
Responsible for the preparation of accurate utility bills; (5%)
Works closely with Meter Reading staff to ensure timely resolution of service requests and accurate meter readings prior to billing; (5%)
Prepares periodic and special reports (5%)
Responsible for the maintenance of consumer utility records and files; (5%)

Thorough knowledge of the City's utility billing software; thorough knowledge of utility billing policies and procedures; a demonstrated ability to analyze and prepare complicated reports for both inside and outside users; a demonstrated ability to assess, evaluate and find solutions for billing, meter reading and customer service issues; a demonstrated ability to maintain effective working relationships and communications with City officials, the general public and co-workers.Education/Experience:
Graduation from high school or equivalent supplemented by business courses and considerable experience in utility billing software, customer service, collections and billing operations, involving heavy public contact, or equivalent combination of education and experience.

Physical Demands:
1. The physical activity of this position includes:

Reaching: Extending hand(s) and arm(s) in any direction.
Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
Repetitive Motions: Substantial movements (motions) of the wrists, hands and/or fingers.

2. The physical requirements of this position

Office Environment Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Office environment work involves sitting most of the time. Jobs are categorized as office environment if walking and standing are required only occasionally and all other Office Environment Work criteria are met.

3. The visual acuity requirements including color, depth perception and field of vision

The worker is required to have close visual acuity to perform one or more of the following: preparing and analyzing data and figures; accounting; transcription; computer terminal; extensive reading;
The worker is required to have visual acuity to perform one or more of the following:

4. The conditions the worker will be subject to in this position:

None: The worker is not substantially exposed to adverse environmental conditions (such as in a typical office or administrative work environment).

Special Requirements/Additional Information:

Interactive office environment with exposure to computer screens; must be able to interact with other divisions and departments inside the City organization; as well as with customers. Must have the ability to push, pull, or list up to 25 lbs. occasionally and stand for lengthy periods of time.

Must possess a valid appropriate driver's license with acceptable driving history.

Drug screening and criminal background check required.

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

The City of Gastonia is committed to creating and maintaining a work environment that is inclusive, equitable, and welcoming. We value diversity and promise to honor your experiences, perspective, and unique identity.

The City of Gastonia is an Equal Opportunity Employer - M/F/H

City of Gastonia

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UTILITY BILLING ANALYST