Performs responsible clerical, administrative, customer service and data processing work related to utility billing and associated public services. Maintains utility billing accounts and records, processes payments and account adjustments, responds to resident inquiries and concerns and supports related financial functions.
- Establishes, maintains and updates resident utility accounts and related database records.
- Maintains customer account information including meter data, usage history, billing history, payment records and deposits.
- Processes utility billing transactions and posts payments, adjustments and other financial activity to accounting records and computer systems.
- Assists with updating utility billing rates, fee schedules, and system information.
- Responds to customer inquiries and complaints in person, by telephone, email and written correspondence regarding utility bills, usage, payments, service charges and related matters.
- Reviews customer accounts for unusual or irregular consumption patterns and communicates with residents regarding high or low usage when appropriate.
- Processes account adjustments, payment arrangements, penalties, fees, delinquency notices and service termination documentation in accordance with established City policies and procedures.
- Maintains and monitors water shut-off and delinquency lists; verifies payments received during collection periods.
- Coordinates with the Public Works Department to obtain accurate meter readings and resolve service-related issues.
- Assists with cashiering, account reconciliation, accounts receivable activities and related financial support functions.
- Prepares, composes, edits and maintains correspondence, reports, memoranda, notices and other administrative documents.
- Maintains confidentiality of sensitive customer and financial information.
- Provides courteous, professional and responsive customer service to residents, vendors and City staff.
- Trained to perform primary backup cashier duties in support of departmental operations.
- Performs other duties as assigned.
Competencies- Knowledge of general office procedures, customer service practices and basic accounting principles.
- Ability to perform mathematical calculations.
- Ability to maintain accurate financial and customer records with strong attention to detail.
- Ability to communicate effectively and professionally, both verbally and in writing.
- Ability to establish and maintain effective working relationships with residents and City staff.
- Ability to handle difficult or upset residents with professionalism, patience and tact.
- Ability to manage multiple priorities, meet deadlines and work effectively under pressure and frequent interruptions.
- Ability to work independently and exercise sound judgment within established City procedures and policies.
- Proficiency in standard office software and billing or financial systems.
Minimum Qualifications- Bachelor’s Degree preferred; or an equivalent combination of education, training, and experience sufficient to successfully perform the essential duties of the position.
- Experience involving billing, payment processing, data entry, account reconciliation or cash handling preferred.
- Experience with Tyler Munis ERP preferred.
- Prior work in municipal government preferred.
- Primarily indoor, office-based in a professional administrative setting
This position is represented by the American Federation of State,County and Municipal Employees (AFSCME) union and is subject to the terms and consitions of the applicable
Collective Bargaining Agreement.
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