Utility Accounts Specialist

Job Description - Provides excellent customer service to utility customers via telephone, email, and in person; responds to inquiries from customers and City employees regarding utility accounts, fees, services, and billing, and refers customers to the appropriate department as needed. - Corresponds with customers in a professional manner and assists with resolving questions and concerns related to utility services and accounts. - Accesses, reviews, and maintains detailed customer account information, including customer contact information, account notes, billing history, and other account records; ensures information is accurate and complete. - Assists residential and commercial customers with establishing new utility service, transferring service, and disconnecting service. - Accepts and accurately processes utility payments and other fees received in person, by telephone, through the mail, and through online payment systems using electronic payment and utility billing software. - Processes incoming mail, including operating check-processing equipment. - Closes out and balances cash registers and payment batches on a daily basis in accordance with established procedures. - Issues, enters, tracks, and processes work orders for meter readers and other field staff. - Reviews meter read data for accuracy and refers discrepancies to the Billing Division for correction or further review as appropriate. - Assists the Utility Billing Division with scheduled service disconnections. - Reviews customer account information to ensure accuracy and completeness of billing for all City field meters. - Assists with reviewing and processing utility account information and documentation to ensure compliance with established billing procedures. - Maintains familiarity with applicable City ordinances, policies, procedures, and regulations related to utility billing and customer service and remains current on updates and changes. - Performs other related duties as assigned. MINIMUM REQUIREMENTS TO PERFORM WORK: - High School Diploma or GED; and - One (1) year of related experience, including customer service and accounts receivable experience, preferably in a utility billing or municipal environment; OR - Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities. Knowledge, Skills and Abilities: - Accounts receivable principles and basic accounting practices; - Generally accepted accounting principles (GAAP); - Basic cash-handling and cash management procedures; - City ordinances and policies related to utility billing; - Computerized utility billing and accounting systems; - Standard office equipment and software applications. - Operate standard office equipment, including computerized cash registers, fax machines, copiers, ten-key calculators, postage machines, mail inserters, and personal computers; - Use word processing, spreadsheet, data inquiry, and customized utility billing software; - Provide excellent customer service in a fast-paced environment; - Accurately handle and reconcile cash and electronic payments; - Resolve customer issues effectively, negotiate solutions within established policies, and identify and correct account discrepancies; - Establish and maintain effective working relationships with coworkers, contractors, and the general public; - Enter and maintain accurate data with strong attention to detail; - Manage multiple tasks and priorities simultaneously; - Communicate clearly and effectively, both orally and in writing; - Demonstrate strong organizational skills, self-motivation, and reliability. - Ability to speak Spanish is preferred. Estimated hiring hourly range: $18.80-$28.20