Job Description

This position is responsible for the creation and management of utility accounts along with the collecting and analyzing utility meter data for the generation of City utility revenue. This position is a point of contact for the citizens of the City.

Responsibilities

• Provide a positive customer experience with fair, friendly and professional service.
• Assist customers by establishing, maintaining, transferring and closing utility service accounts that include electrical, water, sewer, solid waste services along with optional services of recycling and yard waste.
• Operate a vehicle along an assigned route to read and record usage, analyze meter data for inaccuracies and meter failures, and report meter damage.
• Communicate effectively, maintain strict confidentiality, and possess the ability to remain calm and professional in stressful situations.
• Process customer account payments via in-person, mail, online, phone, bank transfers, and ACH payments with a high level of accuracy.
• Accurately and efficiently balance a cash drawer and receipts for daily transactions.
• Manage high volume of calls within a multi-line phone system.
• Manage a high volume of daily mail and emails as it relates to customer accounts.
• Initiate work orders and schedule appointments related to utility billing accounts for the connection, maintenance, and disconnection of utility services.
• Establish and maintain customer payment agreements and special conditions.
• Resolve customer issues and concerns by providing clear explanations of the charges, ordinances, and policies along with providing alternate solutions when applicable.
• Establish bulk water accounts, collect consumption amounts, and create reports for monthly billing.
• Scan and file documents in an organized manner for future records retention.
• Execute credit checks for new customers and collections of bad debt accounts. Work in conjunction with 3 rd party collection services.
• Perform other duties as assigned.

Knowledge and Skills

• Knowledge of City divisional requirements such as building permit, inspection, water, and electrical procedures as related to the activation of utility services.
• Knowledge and utilization of Advanced Metering Infrastructure (AMI) technology.
• Knowledge of customer service, utility billing, and meter reading principles and practices.
• Knowledge of city and departmental ordinances, statutes, resolutions, policies, and procedures.
• Knowledge of city streets and roadways.
• Strong aptitude and knowledge of computers and multiple complex software applications.
• Ability to work in a fast-paced stressful environment.
• Proficiency in multiline phone system.
• Skill in the operation of assigned vehicles and equipment.
• Skill in prioritizing and organizing work.
• Skill in the maintenance of files and records.
• Skill in the use of office equipment such as a computer, scanner, fax machine, and copier.
• Strong oral and written communication skills.

Supervisory Controls

The Utility Services Manager assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

Guidelines

Guidelines include city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

Complexity/Scope of Work

• The work consists of related specialized duties. Complications associated with unique customer situations, the collection of past-due accounts, and the termination of services along with inclement weather and field conditions contribute to the complexity of the position.
• The purpose of this position is to perform specialized duties in the support of the management of customer accounts. Successful performance contributes to the efficiency and effectiveness of utility billing operations.

Contacts

• Contacts are typically with co-workers, other city employees, and the general public.
• Contacts are typically to give or exchange information, resolve problems, and provide services.

Physical Demands/Work Environment

• The work is typically performed while sitting at a desk, table, or vehicle.
• The work is typically performed in an office and outdoors, occasionally in cold or inclement weather while performing the meter reading responsibilities.

Supervisory and Management Responsibility

None.

Minimum Qualifications

• Possession of a high school diploma or GED.
• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.

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