What are the responsibilities and job description for the Utility Account Specialist-Collection Lead position at City of Plymouth, Wisconsin?
JOB
First review of applicants will be on February 24, 2025. Position is open until filled.Under the direction of the Finance Manager, the Utility Account Specialist is a member of a small team assisting Plymouth area residents and businesses with inquiries regarding electric, water, wastewater, stormwater, garbage and recycling services. This position performs a variety of administrative and accounting tasks, handling a variety of complex and varied billing and service issues, while ensuring customer satisfaction and regulatory compliance.
EXAMPLE OF DUTIES
The following duties and responsibilities are not to be construed as exclusive or all-inclusive. Other duties and responsibilities may be assigned and required.Essential Job Functions of a Utility Account Specialist: Assist customers in a professional, efficient, and friendly manner.Answer questions, investigate and resolve emerging problems, and respond to customer complaints; work to resolve customer concerns.Establish and maintain accurate and confidential customer records, processes requests for the start, cancellation and/or change of service. Verify customer credit and deposit information. Document customer interactions in Utility Billing account notes. (complaints, resolutions, disconnections, payment plans, payment difficulties, etc.).Process a variety of customer payments and assist with daily deposit (night box, mail, PSN batches, ACH, and in-person payments).Prepare customer correspondence (budget billing letters, special letters, mailings, average usage inquiries, and billing adjustments).Review and explain utility bills to customers. Explain utility service standards and requirements to customers.Build and maintain positive working relationships with co-workers, other City/Utility employees, and the public using principles of good customer service.Essential Job Functions for Collection LeadProcess NSF and returned ACH payments.Manage customer disconnection process for non-payment, ensuring PSC compliance.Process Account write-offs and create monthly write-off report for Council and credit statistics for PSC report.Review delinquent customers balances and send to State Debt Collection or Tax Refund Intercept Program.Manage Utility Billing Customer deposits, determining when to collect and when to return.Manage Public Benefits, Energy Assistance, and Water Assistance programs.Process Utility Accounts Payable; enter and code invoices in Accounts Payable workflow, code and reconcile monthly credit card bills, print and distribute checks.Process monthly miscellaneous billing (ie. Customer construction deposits, Electric construction/upgrades, bulk water, miscellaneous sewer invoices, annual rents and pole contact agreements).Provide back up for other office staff.Perform all other duties assigned.
SUPPLEMENTAL INFORMATION
Working Conditions: Environment: Work is performed in a standard office setting; may require irregular work hours and may work form more than one location.Physical: Primary function require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to stoop, bend, kneel, crouch, reach, and twist; to lift (up to 50 lbs), carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to operate automobile; and to verbally communicate to exchange information.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Disclaimer: The job description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions. It indicates the kinds of tasks and levels of work difficulty required of the position. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision. Nothing contained herein is intended or shall be construed to create or constitute a contract.
First review of applicants will be on February 24, 2025. Position is open until filled.Under the direction of the Finance Manager, the Utility Account Specialist is a member of a small team assisting Plymouth area residents and businesses with inquiries regarding electric, water, wastewater, stormwater, garbage and recycling services. This position performs a variety of administrative and accounting tasks, handling a variety of complex and varied billing and service issues, while ensuring customer satisfaction and regulatory compliance.
EXAMPLE OF DUTIES
The following duties and responsibilities are not to be construed as exclusive or all-inclusive. Other duties and responsibilities may be assigned and required.Essential Job Functions of a Utility Account Specialist: Assist customers in a professional, efficient, and friendly manner.Answer questions, investigate and resolve emerging problems, and respond to customer complaints; work to resolve customer concerns.Establish and maintain accurate and confidential customer records, processes requests for the start, cancellation and/or change of service. Verify customer credit and deposit information. Document customer interactions in Utility Billing account notes. (complaints, resolutions, disconnections, payment plans, payment difficulties, etc.).Process a variety of customer payments and assist with daily deposit (night box, mail, PSN batches, ACH, and in-person payments).Prepare customer correspondence (budget billing letters, special letters, mailings, average usage inquiries, and billing adjustments).Review and explain utility bills to customers. Explain utility service standards and requirements to customers.Build and maintain positive working relationships with co-workers, other City/Utility employees, and the public using principles of good customer service.Essential Job Functions for Collection LeadProcess NSF and returned ACH payments.Manage customer disconnection process for non-payment, ensuring PSC compliance.Process Account write-offs and create monthly write-off report for Council and credit statistics for PSC report.Review delinquent customers balances and send to State Debt Collection or Tax Refund Intercept Program.Manage Utility Billing Customer deposits, determining when to collect and when to return.Manage Public Benefits, Energy Assistance, and Water Assistance programs.Process Utility Accounts Payable; enter and code invoices in Accounts Payable workflow, code and reconcile monthly credit card bills, print and distribute checks.Process monthly miscellaneous billing (ie. Customer construction deposits, Electric construction/upgrades, bulk water, miscellaneous sewer invoices, annual rents and pole contact agreements).Provide back up for other office staff.Perform all other duties assigned.
SUPPLEMENTAL INFORMATION
Working Conditions: Environment: Work is performed in a standard office setting; may require irregular work hours and may work form more than one location.Physical: Primary function require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to stoop, bend, kneel, crouch, reach, and twist; to lift (up to 50 lbs), carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to operate automobile; and to verbally communicate to exchange information.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Disclaimer: The job description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions. It indicates the kinds of tasks and levels of work difficulty required of the position. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision. Nothing contained herein is intended or shall be construed to create or constitute a contract.
