Utility Billing Coordinator

JOB TITLE: Utility Billing Coordinator

REPORTS TO: Finance Director

FLSA: Non-exempt, full-time hourly

SALARY GRADE: 102

SUMMARY: Performs the administrative municipal utility (water, wastewater, stormwater) services operation of the Town of Wellington. Most importantly, the position requires significant interaction with utility customers and residents in the Town of Wellington to provide service, explain rates and billing, inform of requirements, solve problems, secure payment and ensure compliance with municipal code, Town policy, and department procedures while maintaining appropriate professionalism as a representative of the Town.

ESSENTIAL JOB FUNCTIONS:

The below list is intended to be illustrative of the responsibilities of the position and not all-encompassing. The Town may change these duties at any time.

• Review, learn, and understand utility billing operations including Town Code, Ordinances, and Resolutions impacting utility billing to facilitate explanations and discussions with utility customers concerning water, wastewater, and stormwater service billings.
• Maintain confidentiality of all municipal utility customers and accounts.
• Direct, coordinate and perform monthly billing including meter read scheduling and importing, review and validation of reports, and preparation of bills for printing and mailing.
• Connection and disconnection of utility services; requesting and tracking of service orders; transferring utility accounts; and working with title companies, property management companies, and landlords to facilitate property transfers.
• Perform month end processes, investigate, resolve and correct any discrepancies observed.
• Responsible for the tracking and control of all utility-owned meter information, including tracking and scheduling for replacement or upgrade.
• Work collaboratively with the Distribution & Collection department on problems and questions regarding usage, rates, meter problems, etc.
• Schedule work orders, service calls, and other activities for Town employees. Dispatch or otherwise communicate to employees about fulfilling service requests and other needs.
• Utilize system reports to uncover and address billing problems.
• Respond timely to complaints and questions on rate increases, payment plans, and billing errors.
• Maintain utility billing and other receivable balances to an aging established by the Finance Director.
• Review account balances in the utility billing system, investigate credit balances, and request refund checks or propose adjustments as appropriate.
• Review and follow up on past due accounts, notify accounts of delinquent status, and make decisions on accounts in the shut-off process or that will have liens filed against the property.
• Review accounts that are to be tagged or shut-off due to non-payment, negotiate with customers on an individual basis to make payment arrangements. Document and create payment arrangements in utility billing system.
• Process debits and credits as necessary, and research and correct payment posting errors on customer accounts.
• Notify customers/landlords of delinquent accounts, disconnect notices, and returned (NSF) checks.
• Calculate customer charges, manage cash transactions, records, receipts, and deposits.
• Research and resolve billing errors and information gaps such as missing equipment numbers.
• Manage the landlord process to ensure utility accounts are properly set-up in the system and past due balances are handled appropriately.
• Work with title companies, meeting critical deadlines to ensure receipt of final/initial utility payments.
• Enter and/or direct cash receipts in accordance with established policies.
• Enter and/or direct proper documentation in the utility billing system of all customer communications.
• Prepare regularly scheduled and special reports, analyses, and statements.
• Suggest and implement improvements to billing system and processes.
• Field a high volume of phone calls, which includes the ability to deescalate customers.
• Provide backup support to other office staff as needed.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

KNOWLEDGE OF:

• Computers and software programs to compile and generate data and documentation.
• Word processing and database/spreadsheet programs.
• General office practices, procedures and equipment.

ABILITY TO:

• Respond to public inquiries, complaints, and requests in a tactful, effective manner.
• Communicate clearly, concisely, effectively, and courteously, both orally and in writing
• Deal confidently and effectively with customers, employees, and officials of the Town.
• Analyze information and accurately calculate and record information.
• Organize and complete tasks within deadlines.
• Exercise initiative and to make sound independent judgements.
• Work in a fast-paced environment under stress and with deadlines.
• Deal with non-routine matters and/or difficult situations.
• Establish, maintain, and foster positive and effective working relationships with a diverse group of people under sometimes trying and stressful conditions.
• Analyze, evaluate, and recommend sound solutions to problems of routine nature.
• Research, interpret, explain, and correctly apply policies, rules, regulations, and procedures.
• Independently and efficiently organize, prioritize, meet deadlines, and follow-up on assignments.
• Work effectively with other employees, vendors, contractors, and the public.
• Follow complex oral and written directions and carry out a wide scope of duties.

DUTIES AND TASKS

Works on assignments that are moderately complex in nature where judgment and analysis are required in resolving problems and making recommendations. Ensures that all details of a task are accomplished properly.

SUPERVISION GIVEN AND RECEIVED

Works under minimum supervision. Assignments are received in the form of results expected, due dates, and general procedures to follow. This position has no supervisory responsibilities.

MINIMUM QUALIFICATIONS:

• High school diploma/GED
• One (1) year customer service experience
• Valid driver’s license
• Successfully pass a pre-employment background check
• Participate in the Town’s direct deposit program

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, as well as talk, and hear.
• The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.

The statements contained in this job description reflect general details as necessary to describe the principal function of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or provide relief, to equalize peak work periods or otherwise to balance the workload.

The Town of Wellington is an Equal Opportunity Employer, and it is the equal opportunity employment policy of the Town to make all recruitment, hiring, and placement decisions as well as other employment decisions on the basis of the qualifications of the individuals considered for the position to be filled, without regard to race, religion, color, age, sex or national origin.

All applicants must be physically able to perform the essential job functions outlined above.

Job Type: Full-time

Pay: $24.25 - $28.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid sick time
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• No nights
• No weekends

Supplemental Pay:

• Overtime pay

Work Location: In person

Salary : $24 - $29