Under the general supervision of the Utility Billing Manager, the Utility Billing Assistant is responsible for responding to public inquiries via phone, email, and in person. This position will also coordinate meter replacements, installations, meter readings, and all other work orders with the Water Utility field staff. The Utility Billing Assistant will maintain and file water utility documentation for customer accounts, and assist the Utility Billing Manager and Utility Manager in data collection and compilation.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Essential duties are not necessarily listed in priority order.

Serves as primary point of contact for the Water Utility by responding to routine inquiries, triaging calls as necessary, and providing information related to utility billing inquires and complaints.
Assists the Utility Billing Manager with quarterly billing process, including reporting and processing payments.
Sorts, indexes, and files records and materials according to prescribed classifications and retention requirements.
Assists with calculating utility bills, including prorating and adjusting accounts as needed
Assists the Utility Billing Manager and Utility Manager with annual Public Service Commission audit, EPA Lead Service Line data collection, GIS Meter Dashboard data entry, and updating customer materials.
Performs data analysis in support of utility reporting requirements.
Coordinates service requests, work orders, and appointments utility field staff.
Completes special projects and other job duties as assigned or required.

Minimum Education and Experience
The requirements listed below are necessary to perform the essential duties of the position

High School Diploma or equivalent.
A minimum of three (3) year of experience in billing, accounting, or a closely related field.
Access to personal or public transportation for job-related duties.

Other Qualifications
The qualifications listed below are preferred, but not required to perform the essential duties of the position. The absence of these qualifications on a candidate’s application does not preclude them from consideration.

Graduation from an accredited college with as associate degree in accounting, business, or a closely related field
Experience in Public Service and/or with Water Utilities
Bilingual in English and Spanish

The City of Middleton recognizes that candidates may bring a variety of backgrounds and experiences. An equivalent combination of education, training, and relevant work experience that demonstrates the ability to perform the essential duties, as determined by Human Resources, may be considered

Competencies
For successful performance in this position, the incumbent must demonstrate the following competencies.
Knowledge

General knowledge of customer service principles and practices, including professional communication with the public in person, by phone, and via email.
Working knowledge of utility billing processes, including meter readings, billing cycles, prorations, adjustments, and payment processing.
General knowledge of basic accounting and recordkeeping practices related to billing and financial transactions.

Skills

Strong organizational and time management skills to handle to high volume of work, set priorities effectively, and adapt to shifting demands
Excellent written and verbal communication skills, complemented by strong customer service and interpersonal skills.
Collaboration skills to effectively work with others, fostering teamwork, clear communication, and creative problem solving
Intermediate level of proficiency in technology, including Microsoft Office, Adobe Acrobat, and other relevant software applications
Excellent data entry skills, exhibiting efficiency, thoroughness, and accuracy; includes entering customer payments in check, money order, credit/debit card, and cash.

Abilities

Ability to perform work duties under general supervision and operate within policy guidelines using independent judgment in achieving assigned objectives.
Ability to understand and apply state, federal, and local laws, regulations, and ordinance to ensure compliance with all work practices
Ability to demonstrate integrity, honesty, initiative, and respect while maintaining strict confidentiality in all aspects of work
Ability to comply with all safety policies, practices, and procedures, and report all unsafe activities or conditions to a supervisor.
Ability to establish and maintain effective working relationships with City appointed and elected officials, City employees, other governmental agencies, vendors, and the general public.
Ability to exhibit exceptional professionalism, tact, and decorum in all areas of work duties.
Ability to be reliable, timely, and proactive in the completion of duties, meeting deadlines, and responding to inquiries.

A regular, Monday – Friday, 40-hour work schedule is required for this position. Remote work opportunities may be available with supervisor approval.

Work is performed primarily in an office environment with occasional travel to meetings, trainings, work sites, or other locations.
Work is performed indoors with exposure to typical office conditions, including moderate noise from office equipment, phones, and conversations, as well as standard levels of artificial lighting.
Work will involve contact with the public, requiring effective communication and professional conduct.
Work may involve exposure to stressful situations, deadlines, or conflict resolution.
Work requires the ability to sit, stand, walk, reach, bend, stoop, and lift objects up to 40 pounds.
Work requires extended periods of sitting.
Work will involve operating standard office equipment (computer, telephone, copier, etc.).
Vision and hearing are required to perform essential functions and communicate effectively.

City of Middleton jobs

Utility Billing Assistant