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Utility Billing (2020 DRAFT)Position Description Position: Utility Billing FLSA Status: Non-exemptExempt Pay Grade: 6 Approved: September 26, 2016DRAFT DESCRIPTION OF WORK General Statement of Duties: Perform utility billing, collections and customer support service for water, sewer, storm water, and streetlightall City utilities; provide administrative office support for water and sewer utilities; provide backup to other finance and other office staff as needed. Immediate Supervisor: Finance Director. Supervises: None Provides Work Direction to: None MAJOR JOB FUNCTIONS 1. Utility Billing and Administrative Support: a. Customer Accounts i. Maintain up-to-date customer account information ii. Establish new accounts and prepare final accounts iii. Respond to questions regarding accounts iv. Provide pending assessment amounts as requested b. Create and track service requests from customers c. Manage utility billing software including updating rates periodically and calculating and updating winter water consumption data upon which sewer charges are based, and update customer accounts for sewer charges d. Prepare for and download monthly meter reads e. Calculate monthly bills, verify bill register for accuracy, identify and resolve possible problems, print bills and mail f. Accept payments i. Receipt payments ii. Update payments in utility billing system iii. Reconcile credit card, on lineelectronic and automatic with drawlwithdrawal payments iv. Handle NSF checks v. Prepare deposits g. Prepare and print month end processing and reports and GL updates h. Maintain aging reports i. Prepare assessments for delinquent bills and storm water including identifying PID number, calculating amounts, mailing delinquent notices, accepting payments, updating delinquent accounts, and preparing assessment roll j. Coordinate software updates and resolve software problems with vendor 2. Meter Duties: a. Order and maintain meter inventory b. Identify and coordinate meter inspections, repairs, and replacements with the Utility Department c. Schedule meter disconnections and reconnections d. Monitor and follow through for suspected meter malfunctions e. Monitor winter shut off list and irrigation meters during the season f. Issue Bulk water meters and processes for billing 3. Customer Service: a. Greet and assist customers at counter b. Assist customers on the telephone and via email c. Serve as backup to City ReceptionistAnswer overflow phone calls from the City’s main phone lines 4. Other Finance Department Duties: a. Reconcile and prepare deposits of daily cash receipts for overall City organization b. Serve as backup to Accountant position in designated functions c. Provide information and reports to and complete special projects for Finance Director as requested d. Assist with annual audit and budget by providing documentation and reports e. Provide recommendations for improvements and solutions for utility billing and finance department issues/problems e.f. Assist with election duties as requested by the City Clerk 5. General a. Treat fellow employees with respect and integrity b. Promote a positive and motivating environment c. Provide exceptional customer service d. Confer with supervisor, peers, and employees to discuss and resolve issues e. Make decisions that are always in the best interest of the City f. Perform other duties and projects as assigned g. Follow all safety policies and procedures h. Follow all City policies and procedures 5. General: a. Treat fellow employees with respect and integrity b. Follow all safety policies and procedures c. Follow all City policies and procedures d. Promote a positive and motivating environment e. Provide appropriate customer service to residents, developers, city officials, and the general public f. Make decisions that are in the best interest of the City g. Perform other duties and projects as assigned h. Confer with supervisor, peers, and employees to discuss issues and resolve issues KNOWLEDGE, SKILLS AND ABILITIES  Demonstrable knowledge of and experience in utility billing processes and procedures  Demonstrable experience in providing exceptional customer service both in person, electronically, and on the telephone  Demonstrable knowledge of and experience in customer service  Extensive knowledge of and experience in computer finance and billing systems and accepted office programs  Proficient in use of office equipment including but not limited to computers, 10 key adding machines, copiers, folding and inserting equipment and postage machines  Ability to communicate clearly, professionally, effectively, and precisely both verbally and in writing  Ability to analyze utility billing data and accounts and convey information to others in an easily understood fashion  Experience in reconciling accounts for accuracy  Ability to diffuse conflict and tense situations with public in person or over the phone  Experience resolving and diffusing conflicts  Ability to work independently and as part of a team  Ability to coordinate work with other departments  Ability to plan, prioritize and organize your work  Demonstrated ability to perform mathematical computations accurately and quickly  Ability to maintain confidentiality of sensitive utility billing data  Strong sense of honesty, integrity, and credibility MINIMUM QUALIFICATIONS 1. High school diploma or equivalent 2. Two years of experience in a finance related field with considerable customer service 3. Associates Degree in Accounting or comparable training or certification 4. A valid driver’s license PREFERRED QUALIFICATIONS 1. Previous utility billing experience 2. Experience in government accounting 3. Experience working for a growing city or county PHYSICAL REQUIREMENTS The physical requirements checked on the attached sheet are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: This job description does not constitute a contract or employment agreement.