The Town is seeking qualified and diverse candidates to join our team as a Utility Billing Representative I/II. This position is a front line customer service position which requires excellent communication skills, strong attention to detail, and unquestionable integrity.
Under direct supervision and under specific guidelines and processes, performs routine and responsible clerical and administrative work. Work is predictable in nature and follows standard practices. Generally has significant interaction with the public. Refers complex problems or questions to a supervisor or higher-level administrative staff.
The below list is intended to be illustrative of the responsibilities of the position and not all encompassing. The Town may change these duties at any time.
Functions as receptionist for a major department for incoming phone and walk-in contact with public. Provides general direction and information regarding municipal policies, regulations, and events.
Receives utility and other payments and processes them using standard procedures.
Answers general utility billing inquiries, sets up accounts and updates accounts as necessary.
Maintains confidentiality of financial and customer information and Town records.
Maintains cash drawer and balances funds. Serves as cashier.
Refers public to appropriate Town contact.
Provides customer service to the public, internal customers and over the phone.
Performs clerical responsibilities including filing, copying, preparing and distributing correspondence and information packets.
Handles all incoming mail, packages, and certified mail for the Town.
Handles routine clerical duties including answering phones, faxing, copying, data entry, word processing and filing.
Maintains supply orders for department.
Handles citizen inquiries, provides reports and information as requested.
Compiles data and prepares reports, searches files and other sources to develop background materials, assists in a variety of office tasks.
Perform related work as required and assigned.
At the II level:
Handles customer disconnect problems including working with irate customers, setting up payment plans and budget billing, reviewing customer reasons for non-payment and dealing with them on an individual basis.
Answers questions regarding the processing of refunds and high utility billings or refers to higher authority.
Addresses questions regarding collection of unpaid bills.
Assists Utility Billing Manager with month utility billing process.
Performs portions of the monthly billing process each billing cycle as delegated by the Utility Billing Manager
Performs the administrative tasks on pending service orders, such as setting up new meters in inventory, processing meter exchanges, closing pending services orders in subsidiary systems (i.e. Lucity), etc.
Provides backup to the Utility Billing Manager regarding the monthly billing process
Perform related work as required and assigned
EDUCATION & EXPERIENCE
High school diploma or equivalent (GED).
One year of clerical, cashiering, administrative or secretarial experience.
To qualify at the II level, must be proficient on all I level assignments and have an additional two years of experience in a customer service/financial related environment.
CERTIFICATES, LICENSES, REGISTRATIONS
RESIDENCY REQUIREMENT: No
REMOTE WORK ELIGIBLE: No
CELL PHONE ALLOWANCE: None
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Knowledge of modern office practices and procedures.
Proficient with computer applications including Microsoft Word, Excel, and PowerPoint.
Knowledge of grammar, spelling and punctuation.
Proficient with data input, including 10 key by touch.
Ability to handle interruptions on a regular basis.
Ability to work in an evolving and changing team-oriented environment.
Ability to ready and interpret policies and make suggestions for changes as needed.
Knowledge of departmental and organizational activities.
Working knowledge of bookkeeping and accounting methods regarding billing and collections.
Ability to follow instructions, interpret guidelines and to distinguish and refer complex situations.
Ability to communicate effectively verbally and in writing.
Ability to establish and maintain effective working relationships with employees, other agencies and the general public.
Exempt: No
Department: Finance
Grade: TP120/130TP120:$39,466 - $55,253 Annual Equivalent; TP130: $43,413 - $60,778 Annual Equivalent
Reports To: Utility Billing Supervisor
