The primary responsibility of this position is to provide a high level of customer support in utility billing via phone calls and email. This position also maintains records and ensures accurate and timely collection of revenues for utility services provided to the City and public.
A successful candidate will be friendly, organized and knowledgeable in finance.
IMPORTANT NOTE:
The eligible list created from this exam may be used to fill Program Assistant positions as they become available in other departments within the City.
- Present a welcoming and professional impression of the City of Brooklyn Park.
- Performs a variety of routine/complex general administrative support and assistance activities.
- Appropriately answer and route all incoming calls and in-person requests using multiple forms of communications and software.
- Maintains and prepares utility billings.
- Creates and updates customer account files and meter records.
- Reviews reports for accuracy of customer account balance including research of possible misapplied payments.
- Conducts calculations, reviews, and verifies billing audits.
- Obtains meter reads and prepares computerized billing and estimated utility usage when readings are not available.
- Processes exception billings for out-of-cycle accounts and move out bills.
- Prepares and approves bills for submission.
- Deletes files or transfers files for archival.
- Prepares, processes, and collects delinquent accounts.
- Processes penalties.
- Prepares and processes delinquent notices.
- Assists customers concerning delinquent accounts, NSF checks and payment plans.
- Analyzes utility billing records.
- Tracks utility usage and advises supervisor of unusual readings and costs.
- Compares utility billing reports.
- Provides customer service to utility customers.
- Receives incoming calls for service and/or repair and processes service orders.
- Advises homeowners when meter readings are not able to be obtained through correspondence and/or telephone calls.
- Assists new customers in applying for utility service.
- Resolves customer account discrepancies and questions through correspondence or phone calls.
- Provides information on city services or refers to appropriate area.
- Processes credit card and lockbox payments.
- Maintains on-line web submissions.
- Maintains utility billing email account.
- Performs general accounting duties.
- Processes hydrant meter rentals.
- Processes utility account refunds.
- Monitors and reviews utility bills from other cities for internal approval and payment.
- Other duties that may vary by employee.
- Updates all rates in utility billing system.
- Updates and maintains specialist assessment business analytics monthly.
- Updates and maintains gas off/ vacant lists.
- Perform other duties as assigned.
Education
High school graduate or equivalent.
Experience
Two (2) years of experience in an office environment, finance, business, public administration or closely related field. Equivalency
An equivalent combination of education and experience closely related to the duties of the position MAY be considered.Knowledge, Skills and Abilities
- Possess excellent clerical and mathematical aptitude and organizational skills.
- Ability to operate a multi-line telephone.
- Ability to communicate effectively; establish and maintain cooperative working relationships.
- Ability to comply with data privacy laws and maintain confidential information.
- Ability to provide a level of customer service that meets/exceeds customer expectation and satisfaction.
- Ability to work onsite with a set work schedule. (Remote work is not an option for this position)
- Ability to relate and work effectively with people from diverse cultural, socioeconomic, racial and ethnic backgrounds.
- Embrace and engage in cultural shift toward Continuous Improvement
- Ability to work independently.
- Proven ability and demonstrated commitment to an inclusive workplace related to racial equity, diversity, and inclusion.
Desired Qualifications
- Two (2)-year associate (or higher) postsecondary degree in business or a related field.
- Advanced professional training in or additional experience providing customer service in a reception environment.
- Experience with cashiering software/systems.
- Ability to obtain notary commission.
- Experience working with people from various cultural, socioeconomic, racial, and ethnic backgrounds.
- Fluency in Spanish, Hmong, Russian, Somali, Lao or Vietnamese language(s).
Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully and safely perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to fully and safely perform the essential duties.
- Monday-Friday, 8:00 AM to 5:00 PM
- Full-time, non-exempt, non-union position with a work schedule of 40 hours per week.
- Office environment; exposure to computer screens; working closely with others, frequent interruptions.
- Sitting or standing for prolonged periods of time; general manual dexterity; adequate hearing, vision and speech required.
- Works with irate customers at the counters. Must have de-escalation skills and abilities.
Background Check
The City has determined that a criminal background check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal record. Applicants who do not sign the informed consent form will not be further considered for the position.
Selection Process
The selection process will consist of one or more of the following steps: a rating of relevant education and experience and/or an oral examination (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process.
Brooklyn Park is a thriving northwestern suburb of Minneapolis and the sixth largest city in the state with over 86,000 residents and 30,000 jobs. As the 6th fastest growing city in Minnesota, the city has become even more vibrant because of our remarkable racial and cultural diversity. Approximately 60 percent of our residents are people of color, 22 percent are foreign-born, and more than a quarter speak a language other than English at home.
Our Vision, Values and Goals
We welcome applications from all individuals, including (but not limited to): people of all abilities, persons of color, Veterans, LGBTQ+ and women. If you need these materials in an alternate format or if you have a disability-related need and need assistance with the application process, please contact Human Resources at either 763-493-8016 or via e-mail at HumanResources@brooklynpark.org.
