What are the responsibilities and job description for the Utility Billing Specialist position at City of Coeur d'Alene?
The City of Coeur 'Alene Finance Department is looking to add a Utility Billing Specialist to their team!
A Utility Billing Specialist monitors and reviews customer accounts, verifies the correct collection of monies owed to the city, performs general account maintenance to ensure customers account are accurately billed, provides critical information to customers regarding their specific accounts, policies and procedures while maintaining an excellent relationship with the public. The Utility Billing Specialist works independently under general supervision and within established guidelines and procedures. The position reports to the Deputy Finance Director/Comptroller but daily directions come from the Lead Utility Billing Specialist. The Utility Billing Specialist job requires one year of college-level course work in business bookkeeping, accounting or related field and two years' of customer service experience.
(illustrative only and may vary by assignment)- Courteously and professionally greets and responds to customer inquiries using the telephone, email, or face-to-face meetings;
- Provides information verbally or in written form to customers regarding their accounts and updates general customer information accordingly;
- Informs and educates customers on City utility services, policies, products, and billing procedures and payment options;
- Receives and processes a variety of payments, including but not limited to utilities, BIDs, LIDs, cemetery payments, COBRA payments, business licenses, annexation fees, parking permits, fire permits, etc;
- Processes credit card payments;
- Establishes and closes customer's account in the form of work orders;
- Processes deposits for departments on a weekly basis;
- Processes property owner agreements, warranty deeds and address changes;
- Uses the Omni-Park program to research parking ticket issues, collects parking ticket payments and provides information verbally and in writing to customers about their parking tickets;
- Collects payments, prepares spread sheets, prepares collection letters; if invoices are not paid, sends bills to collection agency; processes any payments from collection agency;
- Balances cash drawer and prepares cash drawer and safe for following day;
- Sends new owner letters regarding utility fees; follows up with assessor's office or title companies if owner does not respond;
- Adjusts customer accounts due to move-ins, move-outs, leaks, low income discounts, and vacancy requests;
- Researches discrepancies and performs general account maintenance to ensure customers are accurately billed;
- Manages assigned portfolio of delinquent accounts;
- Prepares and mails utility bills;
- Proofs bills for billing periods;
- Processes returned checks;
- Processes daily mail for the City; sorts and opens department mail;
- Maintains filing systems;
- Responds to management's, supervisor's, co-workers' and citizens' questions and comments in a courteous, thorough and timely manner;
- Performs time management and scheduling functions, meets deadlines, and sets project priorities;
- Maintains strict confidentiality of all matters;
- Assists other department and City employees as needed or requested.
- Performs all work duties and activities in accordance with City policies, procedures, and safety practices.
Secondary Duties and Responsibilities:
- Assists code enforcement with property owner information;
- Runs Ageing Reports;
- Prepares bulk mailing postage summary reports;
- Processes return mail;
- Scans payments;
- Performs other duties as assigned.
- One year of college-level course work in business bookkeeping, accounting or related field;
- Two years' of customer service experience; or
- An equivalent combination of education and experience that provides the required skills, knowledge and abilities to successfully perform the essential functions of the position may be considered.
The requirements listed below are representative of the minimum knowledge, skill, and/or ability required for an individual to satisfactorily perform each essential duty satisfactorily and be successful in the position.
Knowledge of:
Knowledge of:
- Cash receipting, utility billing, collections and reconciliation of cash drawers;
- Effective customer service methods and strategies, including dealing with difficult people;
- General business office, bookkeeping and telephone etiquette, equipment, and procedures;
- Computer operations including contemporary and related software applications; recordkeeping and filing practices;
- Public sector, government, or related environment and operations, including codes, acts, and regulations.
Skill and Ability to:
- Perform accounting operations as well as basic math;
- Communicate effectively with sometimes difficult customers, and deal with frequent interruptions; plan, organize, and prioritize work assignments; interpret and explain regulations, policies and procedures under adverse conditions;
- Proficiently operate computers, software programs, such as Microsoft Word, Excel, PowerPoint, or similar office
- Use English and speak clearly for understanding;
- Listen carefully to, understand, and effectively communicate through verbal, written, and electronic communication channels;
- Perform duties to supervisor's expectations;
- Follow verbal and written instructions;
- Work independently and exercise initiative, with general guidance and supervision;
- Maintain a professional demeanor at all times;
- Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
- Demonstrate integrity and ingenuity the performance of assigned tasks and solving problems;
- Perform all duties in accordance with City policies and procedures with regard for personal safety and that of other employees and the public.
Physical Demands & Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of a job, on a case-by-case basis.
While performing the duties of this classification, the employee is frequently required to stand, walk, sit, stoop, kneel, bend, use hands to keyboard or type, handle materials , or manipulate tools used in performing the essential functions of the classification, and reach with hands and arms. The employee must (occasionally or frequently) lift and/or move up to 25 pounds. Specific vision abilities required by this classification include close vision, distance vision, color vision peripheral vision, depth perception and ability to adjust focus. Sufficient clarity of speech and hearing abilities required by this classification includes those which permit the employee to discern verbal instructions and communicate effectively in person, by telephone. While performing the duties of this classification, the employee works in an office setting where the noise level in the work environment is usually moderate.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of a job, on a case-by-case basis.
While performing the duties of this classification, the employee is frequently required to stand, walk, sit, stoop, kneel, bend, use hands to keyboard or type, handle materials , or manipulate tools used in performing the essential functions of the classification, and reach with hands and arms. The employee must (occasionally or frequently) lift and/or move up to 25 pounds. Specific vision abilities required by this classification include close vision, distance vision, color vision peripheral vision, depth perception and ability to adjust focus. Sufficient clarity of speech and hearing abilities required by this classification includes those which permit the employee to discern verbal instructions and communicate effectively in person, by telephone. While performing the duties of this classification, the employee works in an office setting where the noise level in the work environment is usually moderate.
Salary : $21 - $22
