Utility Account Representative, #43938

Join our team as a Utility Account Representative. The Virginia Beach Department of Public Utilities is seeking self-motivated individuals who enjoy a challenging work environment and desire to be part of our mission to provide water, sewer service, and exemplary customer service to the citizens of Virginia Beach.

The position may be classified as a Utility Account Representative I or Utility Account Representative II depending on the qualifications of the selected candidate.

• Utility Account Representative I G.18: $39,328.30 - $60,958.87
• Utility Account Representative II G.19: $41,294.70 - $64,006.79

The Public Utilities Business Division has employment opportunities in three workgroups associated with our billing and account management functions:

Utility Account Management duties:

• Performing account management functions necessary for accurately maintaining 135,000 utility accounts.
• Auditing account and meter reading histories to ensure correct readings and estimate water consumption.
• Coordinating mobile dispatch service requests with field personnel and updating accounts to reflect results.
• Using a variety of computer applications to perform research and account analysis.
• Working closely with other agencies and departments such as HRSD and the City Treasurer.
• Assisting with the management of life accounts, hydrant meters, and waste management billing.
• Researching legal documents and property databases.
• Interacting with customers by email, phone, letter, or in person regarding account issues.

Billing Adjustments duties:

• Processing returned checks, online payment reversals, and electronic data interchanges.
• Auditing customer accounts to take appropriate action to resolve issues.
• Processing plumbing leak adjustments in alignment with utility policies.
• Processing payment transfers, balance transfers, and adding/removing fees.
• Coordinating mobile dispatch service requests with field personnel and updating accounts to reflect results.
• Using a variety of computer applications to perform research and account analysis.
• Working closely with other agencies and departments such as HRSD and the City Treasurer.
• Interacting with customers by email, phone, letter, or in person regarding account issues.

Stormwater Account Management duties:

• Answering incoming calls and responding to e-mails to explain stormwater information to customers.
• Processing stormwater queries related to sale of property to determine balances owed and provide necessary information back to customers.
• Researching query errors, unpaid charges, deeds and plats.
• Requesting field verifications to determine impervious surface, updating accounts accurately with results, and communicating resulting bill changes to the customer by letter.
• Performing account adjustments for changes in impervious surface areas, applying credits for BMP reductions, and correcting GPINs.
• Processing reports, initiating or ending storm water billing based on reports from Permits and Inspections, updating property ownership, removing overbilled charges or moving in owners based on deed transfer sheets, and processing foreclosures.
• Researching real estate databases and other resources to update stormwater information on utility accounts and coordinating changes with other City agencies.
• Processing stormwater checks received from the City Treasurer and applying payments to appropriate customer accounts.
• Interacting with customers by email, phone, letter, or in person regarding account issues.

The City offers a generous benefits package such as health, dental and life insurance, retirement and savings plans. Other key benefits include 11 holidays plus 3 flexible personal holidays each year, PTO, paid maternity/paternity and parental leave, leave donation program, tuition reimbursement, professional development, and more.

The City of Virginia Beach is an Equal Opportunity Employer.