Customer Service Representative- Utilities Billing

This is a non-exempt position, which is responsible clerical and accounting work in the billing and collection of water and wastewater fees and charges.
The employee in this classification is responsible for receiving and disposing of inquiries and complaints concerning water and wastewater services. Employee receives instructions and general supervision from a supervisor but must exercise initiative and judgment in coping with work situations and customers.
Employees are hired as AT WILL employees that serve at the pleasure of the City and may be terminated at any time with or without cause.

Research and analyze data in order to determine actions to be taken against delinquent accounts timely and accurately, including establishing a payment plan.
Assemble written summaries of account histories along with detailed account backup to support recommendations.
Research and analyze data in order to assign account ownership. Research often involves property appraiser's website, land development code, etc. Review lease documents, property ownership records and other information; seek clarification from City Attorney when necessary.
Research and analyze data in order to determine outstanding lien values. Determine appropriate charges are due to consumption vs. if no service is being utilized; calculation of lien amount includes the monthly accrual of interest, as well as the base charge determined by the meter size if there is no service utilized.
Review and analyze billing register in order to produce bills to be mailed to customers.
Administer and monitor payment plan agreements to ensure compliance with agreed upon terms. Conversations with account holders in a payment plan are clearly documented electronically in the system.
Receive telephone inquiries regarding water bills as well as account specific information (outstanding balances, payment due dates, pending shut off dates).
Upload data from handheld meter reading equipment into billing system; troubleshoot data upload process to ensure all information transfers accurately (this may require contacting the manufacturer).
Analyze exceptions listings and notify meter readers and customers when it appears someone may have a leak.
Process daily work orders for changes in service (door hangers, shut offs, meter changes, turn on service) by entering information into system, producing the correct documents for customer to sign, and conveying the work order to the appropriate meter reader or utilities staff.
Provide centralized handling of NSF (not sufficient funds) returned checks for City departments, including creating a letter to the party indicating that the check was returned, as well as informing the departments that received the payment based on the endorsement of the returned check.
Back up to cashier in Water billing which includes the following tasks: accepting payments and posting to water billing accounts, preparing daily deposit for water billing receipts; preparing deposits for other City department receipts; preparing bank bag for daily armored car pickup.
Provide assistance to customers regarding payments made by credit cards and ACH; this assistance requires working knowledge of the customer interface for both of these electronic payment methods.
Data entry of payments received which may require research in order to determine which account to apply payment to, especially for checks received from banks providing direct bill pay to customers.
Receives and disposes of inquiries and complaints concerning water and wastewater services.
Accepts payments and posting to water billing accounts, prepares daily deposit for water billing receipts.
Prepares deposits department receipts; prepares bank bag for daily armored car pickup.
Ability to assist customers in person and on the phone.
Ability to operate a computer for preparing utility bills, work orders, verify customer accounts, check consumption history, update customer files and other related data.
Types letters and routine correspondence. Operates standard office machines.
Maintains relatively complex records and prepares various reports from records.
Receives deposits on new accounts; collection of existing accounts, and maintains each respectively.
Generates work orders for misreads and other related meter problems. Makes necessary adjustments to accounts in case of leaks, meter reading errors, etc.
Prepares and maintains a list of delinquent accounts to be disconnected.
Sort, distribute and file records and other information correctly.
This position does not have final procurement authority.
Research and analyze data in order to determine actions to be taken against delinquent accounts timely and accurately, including establishing a payment plan.
Assemble written summaries of account histories along with detailed account backup to support recommendations.
Performs related work as required and as directed.

Knowledge of accounting and objectives, particularly as applied to utility and commercial accounting procedures.
Some knowledge of water and wastewater operations, practices and procedures.
Considerable knowledge of modern office practices and procedures.
Knowledge of Microsoft Outlook.
Knowledge of proper telephone etiquette and procedures
Ability to maintain and prepare relatively complex reports.
Ability to perform daily work involving written or numerical data, and to make arithmetical calculations and computations with speed and accuracy.
Ability to understand and carry out instructions and to complete work assignments correctly.
Ability to use or rapidly learn to use computer in the preparation of utility bills, work orders, verifications of customer accounts, investigation of consumption history and the updating of related data.
Ability to establish and maintain effective working relationships with other City employees, department officials and the general public.
Skill in typing, computer work and the operation of standard office equipment.
DESIRABLE EXPERIENCE AND TRAINING
Graduation from a standard high school or an equivalent recognized certificate, supplemented by formal training or work experience in accounting, clerical work and public relations. Bilingual speaker preferred.
Any equivalent combination of experience and training which provides the required knowledge, abilities and skills may be considered.

This is a designated "Will Call Recovery" classification in the City's Emergency Operations Plan and will require the employee occupying this position to work for declared emergencies. Attendance at National Incident Management System (NIMS) training at the appropriate level is mandatory.