This position is responsible for generating billing statements for City utility customers. Under general supervision performs a variety of simple to complex duties associated with the operation of the City’s computerized utility billing system to include ensuring the accuracy of data, producing utility bills and associated reports, auditing of customer accounts and department processes and procedures, maintenance of database operations including troubleshooting system failures and coordinating upgrades, maintenance of rate tables, creation of customized reports and spreadsheets and performing other duties as required.

Employees in this classification general supervision, performing general customer service support, accounting, auditing, verification, research, leadership and support.

Major Duties

• Responsible for producing accurate billing data;
• Audits customer accounts and departmental processes and procedures;
• Responds to and resolves customer inquiries and problems regarding utility billing, high water consumption, meter readings, and/or water leaks;
• Edits data entry on meter reads and terminals, compiles data for accuracy schedules and prints utility bills, reports, penalties, and late notices;
• Reviews and reconciles utility billing reports;
• Maintains computer records of adjustments for general ledger balancing at the end of each month;
• Create and maintain spreadsheets to calculate reimbursable charges;
• Corrects customer account readings when necessary; calculates and prepares billing adjustments for customer refunds and charges as needed;
• Runs reports to commercial and residential utilities;
• Prepares utility bills for mailing by an outside processor on a timely basis;
• Implement and maintain multiple rate tables for utility billing system to include increases and decreases to rates;
• Sets up and files report for daily backup to tape;
• Prepares closing bills on a timely basis as requested by customers;
• Works cooperatively and effectively with the public and other employees;
• Generates utility bills for all customers;
• Nightly Update
• Balance Cash Drawers
• Complete work-orders for customer accounts
• New service daily audit

• Answers incoming requests in a friendly manner, responds to broad questions and takes complaints from the general public; inputs and/or logs information received into the call center’s communications and computer equipment; as a last resort, directs requests to the appropriate department for further action.
• Performs follow-up on a variety of requests for information or public complaints; gives out information of a broad nature; refers inquiries to other sources as required; receives and answers minor operation problems for users.
• Provides proactive support to a variety of internal and external individuals concerning a broad base of city issues, projects, services, and customer concerns.
• Assists with other Customer Care duties, such as special projects, training responsibilities or other similar tasks.
• Refers to department operating procedures, administrative policies and procedures, regulations and standards, reference manuals and sources in performing assigned job duties; attends meetings, seminars and training sessions to remain knowledgeable of departmental operations and to promote improved job performance.
• Must use prescribed telephone etiquette as well as in person and follow customer service procedures; must be courteous to citizens and employees.
• Must support the core values of the Customer Care Department to include unfailing honesty and integrity, respect and compassion for all persons, first and foremost priority of serving customers, responsiveness and accountability to those served, and pursuing excellence in all endeavors undertaken.
• Must exhibit behavior that shows courtesy, decency, and respect to all persons, display a caring, helpful, and friendly attitude, takes pride in doing a good job, maintains a positive and cooperative attitude, is sensitive to creating and maintaining positive public perceptions, is eager and willing to serve, continually seeks to improve performance, looks for better ways to serve the public, serves with honesty and integrity, welcomes accountability, and fosters a positive team spirit.
• Obtains and verifies information and inputs call or in person information into computer for service requests/work orders; reviews, modifies, or corrects call information.
• Performs multiple tasks simultaneously; takes appropriate action when presented with a call or a stressful situation; in all circumstances maintains a professional composure.
• May be required to work on various shifts and overtime and/or during declared emergencies.
• As related to master property tax database, reviews and updates property ownership data, with a focus on accurate recording or exemption information as well as property delinquencies.
• City issues, projects, services, and customer concerns.
• Performs the following tasks: data entry and other systems data, sending facsimiles, making photocopies, delivering mail, monitoring and ordering office supplies, locating and retrieving telephone numbers and addresses, and researching and contacting business/residences as necessary.
• Performs other related duties as assigned

Minimum Qualifications

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Minimum Qualifications:

Two (2) years experience in a related field.

Preferred Qualifications:

Associate’s Degree and a minimum of two (2) years experience in a related field.

Knowledge Required by the Position

• Knowledge of basic math and accounting principles;
• Knowledge of auditing principles;
• Knowledge of cash handling procedures;
• Knowledge of City codes and ordinances;
• Knowledge of general office equipment;
• Ability to communicate both orally and in writing;
• Ability to analyze situations and resolve problems;
• Ability to work well with the general public;
• Ability to resolve conflicts with customers

Supervisory Controls: This position is under the direct supervision of the Customer Service Supervisor and/or Manager.

Guidelines: The guidelines for this position include City codes and ordinances.

Complexity: This position consists of generating utility billing statements for utility customers within the City.

Scope and Effect: This position produces statements that bill City revenues.

Personal Contacts: Contacts are with customers, other department and City employees and the general public.

Purpose of Contacts: The purpose of the contacts is to give and receive information and resolve problems with customer accounts.

Physical Demands: This position involves standing, walking, sitting, lifting up to 25 pounds, carrying, reaching, handling, speaking, hearing, and the ability to read written materials.

Work Environment: This job is typically performed at a desk in an area where a moderate amount of noise is present.

Supervisory and Management Responsibility: None.