Utility Billing Representative

Under general supervision, the Utility Billing Representative performs responsible cash handling and general clerical duties associated with receiving monies owed the City. Employees of this class are expected to follow established and well defined procedures in the handling of utility billing matters via a computer, receiving of money, accounting for monies received, making change, perform complex data entry in response to customers' request for services, analyze data to determine issues with customer billing, schedule service work, compile reports, create customer correspondence, conduct research, and perform basic quantitative quality assurance reviews. This position is a tentative “At-Will” appointment and subject to a probationary period of six (6) months from the date of hire. Upon successful completion of a probationary period, a non-management employee shall be granted regular status in the classification in which the probationary period is served.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills.  This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following: 

• Performs high visibility customer service for the City in receiving and receipting of monies due from the public and other departments; handles cash, checks, credit card, and wire transfer payments; uses both a cash register and online system to receipt in payments.
• Accepts applications for utility accounts over the phone, internet, or in person; checks applications and agreements for accuracy; verifies registration and creates a new account service order in the customer service billing system. 
• Responds to and resolves complex questions regarding water, sewer, and solid waste issues; assists customers at a public counter, email, and by telephone. 
• Prepares and processes service orders for various City services including, but not limited to water turn-ons and turn-offs, bulk trash scheduling, water meter installations, meter tests, meter re-reads, solid waste requests, reports of leaks or water outages, and street or streetlight repairs. 
• Responds to and resolves general inquires and complaints from citizens and other agencies regarding charges, delinquencies, refunds, and services; responds to complaint calls relating to policies or procedures; creates and sends notifications to customers. 
• Researches and monitors water, sewer, and sanitation accounts for fraud and illegal consumption; prepares adjustments for illegal usage.
• May assist with training of new employees; cross trains in equivalent areas of the department.
• Accepts and processes utility payments over the phone; posts utility payments to utility accounts. 
• Researches and prepares adjustments to accounts for incorrect billings; enters adjustments into billing prior to billing or generating collection statements. 
• Generates customer utility bills and collection letters; creates and analyzes reports to identify irregularities and discrepancies. 
• Identifies emergency customer service work and contacts field staff for immediate response. 
• Performs related duties as assigned or required.

• Applicable local, State, and Federal laws, codes, regulations, and ordinances.
• Modern office procedures, computers, and equipment.
• Customer service principles and practices.
• Cash handling procedures.
• Records maintenance and retention policies and procedures.

Skill in:

• Operating a computer including standard software and some specialized software. 
• Maintaining accurate records and technical documentation. 
• Following written and verbal instructions. 
• Maintaining confidentiality. 
• Typing and entering data with speed and accuracy. 
• Interacting tactfully and professionally with City staff, outside agencies, and the public. 
• Establishing and maintaining effective working relationships.  
• Communicating effectively both verbally and in writing. 

Education, Training, and Experience Guidelines 

High school diploma or GED equivalent AND two (2) years of customer service and cash handling related experience; OR an equivalent combination of education, training, and experience. 

LICENSE AND CERTIFICATION REQUIREMENTS

Work is performed in a standard office environment.

The City of Winslow is an equal opportunity employer.