Utility Billing and Customer Service Specialist

The purpose of this classification is to generate monthly utility billing and serve as back-up for the billing and customer service supervisor. In addition to providing exceptional customer service, collect and post utility and general payments, and create and complete service orders for customers utilities services.ESSENTIAL JOB FUNCTIONS

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

• Uploads and posts daily bill consolidator payments.
• Processes weekly final disconnect billing.
• Reviews and assigns online daily payment packets to customer service representatives for processing.
• Generates daily allocation reports and reviews for meter reading rechecks.
• Analyzes and enters meter reading data into the billing system.
• Serve as lead to the customer service representatives.
• Responds to and resolves escalated issues and unique or complex requests from customers in-person, via phone and/or email.
• Collects and posts payments from utility customers and balances cash drawers in the absence of customer service representatives.
• Assists utility customers in establishing new accounts, transferring accounts and closing accounts in the absence of customer services representatives.  
• Supports process improvement by identifying opportunities to enhance internal processes.
• Accesses and analyzes data from the customer information system, email, geographical information system, customer service system for hourly meter reading data, and customer service online bill payment system.
• Assists the billing and customer service supervisor with special projects including but not limited to developing training manuals, updating forms, troubleshooting complex issues.
• Serves as back-up to billing and customer service supervisor which includes and is not limited to processing returned checks and debt setoff payments; generating payment, auditor, and departmental reports; waiving late penalties; generating letters of unpaid debt; and entering bad debt into the NC Debt Setoff Clearing House System.
• Completes work with limited supervision.
• Performs other related duties as required.

EDUCATION AND EXPERIENCE:

• Requires a high school diploma and three years of experience or any equivalent combination of training and experience which provides the required knowledge, skills and abilities.
• Prefer associates degree and one to two years of experience in business administration, accounting, utility billing, or other related field.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Must be physically able to operate a variety of automated office machines.
• Must be able to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must possess the visual acuity to operate a computer and do extensive reading.
• Sedentary work involves sitting most of the time but may involve walking or standing for periods of time.

KNOWLEDGE:

• Methods, policies, and procedures that pertain to the performance of duties, including town code, employee handbook, required records, reports, documents, and related information and departmental operations and activities.
• Functions and interrelationships of the town and other governmental agencies.
• Laws, ordinances, standards and regulations pertaining to the principles of finance, budgeting, and accounting.

SKILLS:

• Strong accounting/financial mathematic skills.
• Strong written and oral communication skills.
• Cashiering; customer service skills.
• Strong leadership skills.
• Administrative, secretarial, bookkeeping, organizational and interpersonal skills.
• Use and maintain variety of office equipment including calculator, computer, printer, copier, fax machine, hand-held meter reading device, postage machine, shredder, telephone, etc.
• Use a variety of word processing, spreadsheet, database, or other system software such as Microsoft Office, O365, Tyler, ERP Pro-10, etc.

ABILITIES:

• Produce quality work, which requires constant attention to detail.
• Plan and develop daily, short – and long-term goals.
• Assemble and analyze information and make written reports and documents in a clear, concise and effective manner.
• Establish and maintain effective working relationships, and effectively communicate with other employees, elected officials, town management, business owners, vendors, and the general public; provide assistance and advice to various departments and individuals.
• Work under stressful conditions as required.
• React calmy and swiftly in emergency situations.

Salary : $46,655 - $72,848