CLASS TITLE: Utility Billing Clerk / Accounting Assistant
DEFINITION:
Under general supervision, performs a variety of clerical, technical customer service, cashiering, utility billing, business license, and accounting support duties. This position serves as an initial point of contact for City customers; establishes and maintains utility accounts; processes payments, adjustments, service requests, notices, and work orders; provides information regarding utility billing, business licenses, and related City services; maintains accurate records; and performs other related duties as assigned.
SUPERVISION RECEIVED AND EXERCISED:
Receives general supervision from Utility Billing Accountant, Assistant Finance Director or assigned professional Finance Department staff. May provide assistance, training support, or lead direction to part-time or temporary staff as assigned; however, this classification does not exercise formal supervisory authority.
EXAMPLES OF ESSENTIAL DUTIES AND FUNCTIONS:
Essential functions, as defined under the Americans with Disabilities Act, may include any of the following tasks, knowledge, skills, and other characteristics. This list is intended to provide a representative summary of the major duties and responsibilities. Incumbents may not be required to perform all duties listed and may be required to perform additional, position-specific tasks to address business needs and changing practices.
•Acts as an initial point of contact for City customers at the public counter, by telephone, by email, and through other communication methods; responds to inquiries in a courteous, professional, and timely manner.
•Opens, closes, and updates utility billing accounts; processes service forms; verifies required documentation; updates customer records; and maintains records in accordance with City policies and retention requirements.
•Explains utility billing practices, rates, fees, deposits, penalties, payment options, payment arrangements, and account requirements to customers.
•Reviews account history, consumption data, service orders, and billing records to research and respond to customer inquiries, billing questions, and service concerns.
•Receives and processes payments for utility bills, business licenses, miscellaneous City receivables, and other approved City charges; issues receipts and balances cash drawers as assigned.
•Processes mail, drop box, check, cash, card, money order, and other approved forms of payment in accordance with City cash handling procedures and internal controls.
•Assists with daily cash balancing, deposit preparation, receipt filing, payment documentation, and reconciliation of assigned transactions.
•Processes delinquent notices, past-due notices, final notices, and related utility billing correspondence in accordance with City policy and applicable law, including SB 998 requirements as applicable.
•Generates, routes, and monitors service orders and work orders for utility service requests, including new service, disconnects, reconnects, leaks, breaks, no-water calls, temporary turn-ons/turn-offs, and other service issues.
•Coordinates with Public Works, Building, Code Enforcement, Fire, and other departments regarding service orders, inspections, emergency calls, account issues, business license matters, and customer concerns.
•Processes customer correspondence and follows up with customers regarding actions taken, information needed, or pending account matters.
•Assists with business license applications, renewals, delinquent notices, fee calculations, penalties, interest, account updates, database maintenance, activity reports, and verification of application, financial, and registration documents.
•Identifies potential unlicensed businesses and refers matters to Code Enforcement or other appropriate departments in accordance with City procedures.
•Prepares, reviews, files, scans, and maintains utility billing, business license, accounts receivable, cash receipt, and other Finance Department records.
•Assists with basic accounting support tasks, including data entry, account research, journal entry support, account coding review, invoice or receipt documentation, and other assigned Finance Department support functions.
•Uses automated financial systems for utility billing, cashiering, service order, document management, and office systems to process transactions and maintain accurate records.
•Maintains confidentiality of customer, financial, and City records; handles sensitive situations tactfully and professionally.
•Establishes and maintains positive and effective working relationships with City staff, customers, vendors, community representatives, and the general public.
•Performs other related duties as assigned.
OTHER DUTIES:
•May relieve other department staff during breaks, lunch periods, or absences.
•May provide assistance or training support to part-time, temporary, or newly assigned staff.
•May provide translation assistance for Spanish-speaking customers.
•May assist with special projects, records cleanup, year-end processing, audits, and other Finance Department needs.
KNOWLEDGE OF:
•Principles and procedures used in customer service, cashiering, utility billing, accounts receivable, and basic accounting operations.
•Basic business mathematics, including addition, subtraction, multiplication, division, percentages, and payment calculations.
•Municipal utility billing operations, business license processes, and related customer account practices.
•Cash handling practices, receipt processing, balancing procedures, and internal controls.
•Modern office procedures, recordkeeping, filing, scanning, and document management practices.
•Microsoft Office applications, including Word, Excel, Outlook, and related office software.
•Automated financial, utility billing, cashiering, and service order systems.
•Business English, grammar, spelling, punctuation, and professional correspondence standards.
•Customer service techniques for handling difficult or sensitive interactions in a public agency setting.
ABILITY TO:
•Provide courteous, accurate, and responsive customer service in person, by telephone, and in writing.
•Understand, explain, and apply City utility billing, business license, cash handling, and customer service policies and procedures.
•Research account history, identify discrepancies, and assist with resolving customer account issues.
•Accurately process payments, receipts, account changes, notices, work orders, and related records.
•Prepare and maintain clear, concise, and accurate reports, records, correspondence, and documentation.
•Read, interpret, and apply policies, procedures, rules, regulations, fee schedules, and written instructions.
•Operate office equipment, including a computer, scanner, copier, calculator, telephone system, and related software.
•Type and enter data accurately at a speed necessary for successful job performance.
•Prioritize work, meet deadlines, follow up on pending items, and work effectively in a high-volume public counter and telephone environment.
•Use sound judgment, maintain confidentiality, and handle sensitive or difficult customer situations tactfully.
•Establish and maintain effective working relationships with employees, City officials, other departments, and the public.
•Communicate clearly and professionally, both orally and in writing.
•Work independently within established guidelines and as part of a team.
EDUCATION AND EXPERIENCE:
Any combination of education, training, and experience that would provide the required knowledge, skills, and abilities may qualify. A typical way to obtain the required qualifications would be:
•Equivalent to completion of high school or GED; and
•Two years of increasingly responsible clerical, customer service, cashiering, accounting support, utility billing, accounts receivable, or related experience.
Experience in municipal government, utility billing, business licensing, Tyler ERP, or another automated financial or billing system is desirable. Bilingual English/Spanish skills are desirable.
LICENSES AND CERTIFICATIONS:
•Possession of, or ability to obtain, a valid California driver’s license may be required depending on assignment.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
Work is performed primarily in an office environment with frequent public contact, high telephone volume, and regular use of a public counter. Duties may require sitting, standing, walking, reaching, bending, twisting at the waist, and using a computer keyboard, mouse, calculator, scanner, copier, telephone, and other office equipment for prolonged or intermittent periods of time. The position requires near vision to read correspondence, account records, reports, and statistical data, and hearing and speech sufficient to provide telephone and in-person customer service. The employee must be able to safely lift and carry books, files, reports, and related materials weighing up to 25 pounds. Some requirements may be accommodated for otherwise qualified individuals who request reasonable accommodation.
DISASTER SERVICE WORKER:
Under California Government Code Sections 3100-3109, public employees are designated as disaster service workers. Public employees may be required to participate in disaster service activities as assigned by their employer or by law. City employees are expected to take this responsibility seriously and may be required to support emergency operations, training, drills, or related activities.
DISCLAIMER:
The above job description is intended to represent the key areas of responsibility and typical duties of the classification. Specific position assignments may vary depending on the business needs of the department. This job description does not constitute an employment agreement and may be revised as needed, subject to applicable City policies, labor agreements, and legal requirements.
