Description
The Utility Billing Clerk receives, processes, and completes utility (water and sewer) payments for City customers. Maintains complete and detailed account information to ensure an efficient and accurate utility billing system and customer satisfaction. Works directly under the city’s Financial Officer with other billing and payables process.
One (1) year of experience preferred in a utility billing, payables, office, or customer service environment including but not limited to answering the phone, scanning, and data entry.
Requirements
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
Receives, processes, and completes utility payments, automatic banking, and credit card drafts from customers; credits accounts for all payments received; maintains accurate and detailed account information.
Assists in processing penalties, initiating late notices, and processing cutoffs to past due utility accounts; assists in opening and closing utility accounts.
Maintains knowledge of information and system relevant to the entire billing process; provides backup to areas of the billing process as needed and directed by supervisors; prepares and distributes monthly billing statements as required.
Answers phones and assists customers with various needs around utility and billing; addresses any questions or concerns or directs the request to the appropriate person; handles all general inquiries regarding general City questions.
Issues work orders for utility service connection, disconnection, or repairs; dispatches utility service crews to implement service; follows all department policy and process; logs and maintains accurate files as required.
Provides quality customer service to customers, City staff, the public, and all other work contacts; maintains a high level of professionalism and confidentiality at all times; provides backup and assistance to the Utility Billing Supervisor as needed.
Required Skills In:
Attention to detail in dealing with numbers, words, documents, and ideas.
Follow city policies set of rules or an outlined process to arrange things or actions.
Read and interpret various documents including billing statements.
Ensure department standards are met with all policies and processes being followed.
Maintain confidentiality regarding all City business and information.
Accessible, responsive, responsible, and transparent in all aspects of matters related to the job.
Communicate effectively with supervisors, coworkers, internal staff, and external entities to exchange information, address issues, or report and/or resolve problems or complaints.
Demonstrate a respectful and professional attitude in dealing with the public, coworkers, and others.
Work in a busy office environment at a computer workstation with prolonged sitting or standing periods and a standard range of noise. Work involves direct and continuous interaction with the public and other City employees on the telephone, and in-person work is performed in a highly demanding atmosphere where interactions with irate/forceful customers may be routine and in an environment of frequent and numerous interruptions.
