Utility Billing Specialist

Code 0920

LEE COUNTY, GEORGIA
CLASSIFICATION DESCRIPTION

CLASSIFICATION TITLE: UTILITY BILLING SPECIALIST

PURPOSE OF CLASSIFICATION

The purpose of this classification is to provide advanced customer service, receive payments, pursue collection of
delinquent accounts, process documentation, and maintain records pertaining to utility accounts.




ESSENTIAL FUNCTIONS

The following duties are normal for this position. The omission of specific statements of the duties does not
exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
Other duties may be required and assigned.

Processes a variety of documentation associated with departmental operations, per established procedures and within
designated timeframes.

Performs customer service functions in person, by telephone, or by mail: answers telephone calls and assists customers
at front counter; provides assistance and information related to services, accounts, bills, charges, procedures, forms,
problems or other issues; responds to routine questions, complaints, or requests for service; completes work orders to
initiate service requests; researches problems and initiates problem resolution; assists other County offices in locating
names/addresses.

Initiates actions to collect payments on delinquent accounts: uses computer query to pull delinquent accounts from
computerized utility billing system and merge into spreadsheet and database programs to create form letters, mailing
labels, and file labels; generates/mails collection letters to delinquent customers; establishes payment arrangements
with customers.

Researches location of customers with delinquent balances who have moved without notifying the billing office:
sorts/tracks returned mail; writes up legitimately proven skip-out accounts.

Monitors and changes set charges of customers who pay in advance when credit balance is depleted for overpayment.

Processes bankruptcies: files proof of claims with bankruptcy cases; files and tracks Chapter 7 and Chapter 13
bankruptcy cases.

Processes legal actions on delinquent accounts: files civil suits against delinquent customers; coordinates service of
civil suit papers through process server; appears in court on civil suit cases; accepts consent judgment through
Magistrate Court; files fi-fa notices in Superior Court; files regular/continuing garnishments in Lee County and
surrounding counties; requests dismissal of civil suits upon receipt of full payment of debt.

Processes bad debt write-offs: turns over delinquent accounts to credit bureau of collection agency when customer has
moved out of area; makes recommendations to finance director concerning uncollected bad debt write-off accounts.

Assists in processing incoming mail: retrieves mail from drop box; drives to/from post office to collect daily mail;
sorts, opens, processes, and/or distributes incoming mail; removes checks/stubs from envelopes; records payments
without stubs in receipt ledger; tabulates stubs and receipt ledger list, and balances with total of checks; stamps checks

Lee County, Georgia • Utility Billing Specialist 0920

for deposit; keys in batches of payments; posts payments to proper account in computerized utility billing system;
prints workstation reports and detail reports.

Processes payments for utility services, connection fees, deposits, or other account charges through mail or in person:
verifies customer name and amount on payment stub with payment; records payments and issues receipts; posts
payments to proper account in computerized utility billing system; prints workstation reports and detail reports.

Reconciles daily cash drawers: removes cash drawer from vault; maintains designated running balance in cash drawer;
removes revenues from cash drawer and balances with receipts; prepares bank deposits and forwards revenues as
appropriate; assists co-workers in balancing cash drawers.

Processes activity on customer accounts and maintains current account records: processes new accounts, changes in
name/address, adjustments, credits, account transfers, payment arrangements, refunds, account closings, or other
account activities; enters appropriate account information into computer and prints reports; completes information
forms for new customers; reviews rates and provides rate sheets to new customers; assigns account numbers to new
accounts; discontinues service for customers moving out of County; writes adjustments to close/adjust accounts;
completes work order to start service, discontinue service, deliver carts, or to request other service as appropriate;
researches existing account numbers; determines pro-rated amounts to bill customers.

Processes electronic bank drafts: sets up new bank codes with routing numbers for electronic bank drafts; sets up new
customers for electronic bank drafts; notifies Director of Finance of processed electronic bank drafts, receives approval,
and posts transactions.

Performs data entry functions by keying data into computer system: enters, retrieves, reviews or modifies data in
computer database; verifies accuracy of entered data and makes corrections.

Enters meter readings into computer from meter books: prints meter reading edit reports; proofreads meter readings;
prepares new meter sheets for water and/or sewer accounts; prepares new meter books as needed.

Maintains landfill operation records.

Lays out account numbers for new subdivisions with water and/or sewer: marks plats of street light locations; works
with E-911 director to maintain current address information.

Performs garbage audits: follows trash truck for two-month period; compares 911 addresses to actual houses and/or
trash carts; compiles audit findings; cross-references data with utility billing to identify accounts with erroneous
charges for carts.

Performs administrative tasks: performs the duties of Utility Billing Supervisor in absence of same; assists with special
programming and reports as needed; assists supervisor with billing process and budgeting activities; assists with
training of new employees; records/transcribes dictated correspondence for supervisor; designs forms and creates
spreadsheets for use within the department; writes queries for special reports as needed; prepares monthly water and
adjustments notebooks; create mailing labels for special projects.

Researches various information, problems, or discrepancies relating to accounts/records, and makes appropriate
corrections/adjustments: conducts research of customer accounts, department files, database records, electronic data
sources, Internet sites, hardcopy materials, or other sources as needed.

Prepares or completes various forms, reports, correspondence, account summaries, billing registers, billing summaries,
meter reading edits, receipt ledgers, cash transmittal reports, collection letters, collection letter reports, payment
arrangements, garbage audit reports, overpayment reports, new customer reports, final customer reports, customer
profiles, indigent applications, statistical data, work orders, cart delivery/pickup sheets, or other documents.

Lee County, Georgia • Utility Billing Specialist 0920

Receives various forms, reports, correspondence, notices, payments, bills, meter reading reports, workstation reports,
ordinances, policies, procedures, court guides, plats, maps, street listings, subdivision plats, directories, manuals, or
other documentation; reviews, completes, processes, forwards, or retains as appropriate.

Operates a motor vehicle, personal computer, general office equipment, two-way radio, postage machine, mail opener,
burster, two-way radio, or other equipment as necessary to complete essential functions, to include the use of word
processing, spreadsheet, database, utility billing system, desktop publishing, e-mail, Internet, or other computer
programs; performs basic maintenance of computer system and office equipment, such as backing up data or replacing
paper, ink, or toner.

Maintains file system of departmental files/records: prepares files, organizes documentation, and files documents in
designated order; retrieves/replaces files; shreds/destroys confidential or obsolete documents.

Monitors inventory of office equipment, forms, and supplies: ensures availability of adequate materials to conduct
work activities; initiates orders for new/replacement materials; researches prices for potential purchases.

Communicates with supervisor, County officials, employees, other departments, other municipalities, Chamber of
Commerce, collection agencies, credit bureaus, skip tracers, customers, the public, outside agencies, and other
individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Maintains a comprehensive, current knowledge of applicable laws/regulations: maintains an awareness of new methods
and trends in the profession; attends workshops and training sessions as appropriate.

Performs notarization of documents as needed.




ADDITIONAL FUNCTIONS

Performs general/clerical tasks, which may include typing documents, making copies, sending/receiving faxes, or
processing incoming/outgoing mail.

Provides assistance to other employees or departments as needed.

Performs other related duties as required.




MINIMUM QUALIFICATIONS

High school diploma or GED; supplemented by college level course work or vocational training in utility billing and
collections procedures; supplemented by three (3) years previous experience and/or training that includes utility billing,
delinquent account collections, legal/court procedures, customer service, cashiering, general office work, and personal
computer operations; or any equivalent combination of education, training, and experience which provides the requisite
knowledge, skills, and abilities for this job. May require possession and maintenance of a valid Georgia driver’s
license. Must possess and maintain valid Georgia Notary Public certification.




PERFORMANCE APTITUDES

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes
exercising discretion in determining data classification, and in referencing such analysis to established standards for
the purpose of recognizing actual or probable interactive effects and relationships.

Lee County, Georgia • Utility Billing Specialist 0920

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding
the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control
the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the
ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret
graphs.

Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions
furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify
methods and standards to meet variations in assigned objectives.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving
evaluation of information against measurable or verifiable criteria.




ADA COMPLIANCE

Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may
involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks
may involve extended periods of time at a keyboard or work station.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals. Some
tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse environmental
conditions, such as traffic hazards or rude/irate customers.




Lee County, Georgia, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the
County will provide reasonable accommodations to qualified individuals with disabilities and encourages both
prospective and current employees to discuss potential accommodations with the employer.