Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
JOB OBJECTIVES
To perform a variety of complex administrative support duties requiring advanced knowledge and understanding of City-owned utilities to coordinate the utility billing process; to provide information to citizens and the general public; to maintain a variety of files and records; and to perform a variety of administrative support duties relative to assigned area of responsibility using independent judgement.
SUPERVISION RECEIVED AND EXERCISEDReceives general supervision from Utility Billing Manager or higher level management.
May work in a lead capacity role and assist in training utility billing support staff and provide functional oversight in the absence of the Utility Billing Manager.
DISTINGUISHING CHARACTERISTICS
This is the advanced level class of the Administrative Support series. Employees within this class are distinguished from the Administrative Specialist II position based on responsibility for performance of the full range of duties and thorough knowledge of the utility billing program plus oversight of a departmental program involving more complex financial operations and processes. Employees at this level receive only general direction from a Department Manager and use independent judgment in applying procedures and policies of the Department. Employees act in a lead role in the training and functional oversight of Administrative Specialists on department procedures and processes.
ESSENTIAL DUTIES AND JOB FUNCTIONS
1. Performs a variety of complex administrative support duties within the Utility Billing Division; coordinates the City’s utility billing process, including assisting with developing and implementing procedures; prepares billing, meter reading, past due noticing and cut off schedules, reviews billing rates calculated through billing system; processes changes, updates or corrections in the utility billing system to ensure accurate and efficient billing process; reviews, audits and edits billing reports for accuracy, completeness, and program compliance.
2. Serves as the department’s utility billing business operations liaison to the Information Technology Department; provide testing and configuration feedback for technology implementations; serve as utility billing business process coordinator for upgrades of utility billing software.
3. Enters, updates and audits data, runs and reviews reports, calculates solar credits and performs related duties in utility related programs including AMP, sewer averaging, Net Metering, and others as required; analyze data to ensure accurate billing.
4. Assists in guiding and training staff on utility billing policies, procedures, and processes.
5. Researches and provides analysis and recommendations on billing issues; and assists as first-tier contact for researching, handling and resolving escalated billing-related inquiries, complaints, and transactions.
6. Assists in reviewing and developing new billing policies, procedures, and processes; assists the department in operationalizing process changes.
7. Participates as a key subject matter expert (SME) and/or lead project liaison on routine and complex assignments.
8. Obtains meter reads from the AMR/AMI system, report AMR/AMI analytics to department and supervisors, provides reports and analysis from the AMR/AMI system, analyzes statistical data for trends and indicators to ensure proper and accurate billing.
9. Generates and completes service orders.
10. Enters and audits all meter sets, meter exchanges, register exchanges, and ERT exchanges; coordinates with Light & Power and Public Works personnel regarding utility operations such as meter reading, activating and disconnecting service and meter repairs; works with appropriate departments to troubleshoot billing operational issues.
11. Serves as key liaison with outside billing vendors to ensure that billings are accurate and are processed expeditiously.
12. Coordinates and monitors data transfers between various City information systems, including hand-held meter reading units; generate and review various reports for problems and inaccurate information including, but not limited to consumption, adjustments, billing, and abnormal reading(s); identifies unusual usage patterns and order meter re-reads as appropriate; makes adjustments to accounts as needed per policy and practice.
13. Provides timely and courteous responses to all customers including other departments and partner entities; assists walk-in customers as needed; answers customer calls, prepares customer correspondence, and responds to customer inquiries.
14. Creates, updates, and evaluates technical billing system master data requiring complicated data analysis, concentration, and critical thinking skills; assists with special projects as defined by supervisor, including analyzing findings and making recommendations to provide effective changes.
15. Maintains inventory of forms and office supplies for department; order supplies as needed.
16. Contributes to a positive work environment.
17. Maintains regular, predictable attendance and punctuality.
18. Performs other directly related duties consistent with the role and function of the classification.
QUALIFICATIONS
Knowledge of:Utility billing processes and practices.
Knowledge of office practices and procedures, business English, word processing and spreadsheet software, clerical practices, research methods, report composition and preparation techniques, etc.
Complex billing information sources and work processes.
City and the Utility’s services, rates, practices and procedures.
Techniques to research and analyze customer data to resolve customer issues.
Principles, procedures, processes, and practices of customer service.
Mathematical concepts.
Techniques to audit financial information and identify errors or problems.
Ability to:Evaluate and analyze customer needs to provide exceptional customer service.
Research and analyze billing-related customer data and develop determinations to resolve complex issues.
Use standard City software, to include Utility Billing CIS (Erp Pro), Word, Excel and others utilized within the department.
Function independently in daily tasks and use initiative and appropriately exercise independent judgment on non-routine matters.
Perform all essential job functions with a high degree of accuracy.
Perform work independently using initiative and independent judgement on non-routine matters.
Perform effectively in an independent or team environment, as well as display self-motivation skills.
Stay organized and team oriented in a fast-paced environment.
Prioritize a high workload volume.
Learn new technical skills such as billing operations and software systems/applications.
Apply strong analytical, organizational and time management skills, as well as the ability to learn multiple responsibilities.
Maintain confidentiality.
Operate general office equipment.
Demonstrate skill in customer relations and communications, effectively and tactfully working with difficult customers and resolving complex issues in writing, in person, and over the telephone under stressful and adverse circumstances.
Review customer billing issues, problem solve, demonstrate sound judgement and make decisions in a logical, fair and unbiased manner.
Establish and maintain effective working relationships with City staff and the public.
Education and Experience GuidelinesAny combination of education and experience that would likely provide the required knowledge and abilities may be qualifying. A typical way to obtain the knowledge and abilities would be:Education:Equivalent to the completion of twelfth grade supplemented by related college level coursework or specialized training.
Experience:Three (3) or more years of progressively responsible utility billing or accounting experience including multiple information sources and/or work processes.
Knowledge of municipal government functional areas, electric utility billing experience and specific software utilized within the department preferred.
License or Certificate:None
PHYSICAL DEMANDS AND WORKING CONDITIONSThe physical demands herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.Environment: Incumbents work in a normal office setting with noise level typical of most office environments and exposure to computer screens. This position requires regular and reliable attendance and the employee's physical presence at the workplace. Some travel to offsite meetings and training or conferences is required. Incumbents in this position have extensive interactions with the public, other agencies and other employees.
Mobility: Incumbents require sufficient mobility to work in an office setting and operate office equipment; to walk, stand or sit for prolonged periods of time; to occasionally bend, kneel, stoop, and lift and move materials weighing up to 10 pounds. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard or calculator and to operate office equipment.
Vision, Hearing and Communication: Vision sufficient to read small printed documents, computer screens and other documents. Hearing and speech sufficient to communicate in person and over the telephone.
Selection Process:Submit completed City application online by the posted deadline. Appropriate documentation verifying veteran status, including DD-214 or DD-215 plus the City of Forest Grove's Veterans Preference Form, must be submitted if claiming veteran's preference. Applications will be screened through an evaluation of skills, experience and work history. Selected candidates may be invited to participate in a skills test on related clerical skills (e.g., data entry, Microsoft Office). Selected candidates will be invited to participate in an oral board interview process. References will be checked on finalists. An offer of employment will be contingent upon verification of an acceptable driving and criminal record. Placement in salary range depends on qualifications.Position Status: This position is non-exempt from the provisions of the Fair Labor Standards Act and is represented by AFSCME (American Federation of State, County and Municipal Employees).Please be sure to include in your application a valid email address you check frequently (including spam and junk folders), as candidates may be notified via email.
