Job description
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General Purpose: 10/2019
The Utility Billing Technician is responsible for overseeing all utility billing and meter reading functions, as well as playing a key customer service role, including dealing with difficult customer inquiries and problems. The Utility Billing Technician will have a solid understanding of generally accepted accounting principles as well as internal controls, and have demonstrated experience in an accounting, billing, or other comparable role where accuracy is critical. The position will be held accountable for accurate and timely billing and meter reading; and must also be able to act independently and proactively in order to identify and trouble shoot problems, and bring issues forward to the Utility Administration Manager. The Utility Billing Technician must possess strong systems, analysis, and report writing skills.
SUPERVISION RECEIVED AND EXERCISED:
Works under the general supervision of the Utility Administration Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Prepares monthly utility bills and other related bills and notices including final bills, past due notices, 48-hour shut off warning notices, and shut-offs.
Ensures the integrity of the City's billing and meter reading systems and processes, including maintaining accurate billing, payment and customer accounting records; identifying and troubleshooting problematic meters; managing service requests; and developing analyses.
Processes new or cancelled accounts, meter changes, or other similar utility billing activities as required.
Receives and responds to staff and customer queries on billings, meter readings and other customer service issues.
Researches, interprets, and analyzes account history to resolve billing questions on meter readings.
Handles customer questions and/or complaints in an efficient and friendly manner.
Resolves problems requiring immediate attention, and verifies that underlying systematic or process issues have been addressed.
Prepares month-end closing and adjustment entries; account reconciliations; month-end reporting, as required.
Creates and reviews audit reports to troubleshoot and resolve billing or meter reading issues.
Develops analyses, queries, and reports to troubleshoot problematic meters.
Manages Service Request process, ensuring that all service requests (including meter re-reads, "ins and outs," etc.) are being handled expeditiously and are properly recorded in the City's system.
Periodically reads meters, including troubleshooting customer service issues.
Serves as the in-house expert for meter reading systems, devices, and software.
Ensures that the City is maximizing the features of the devices/systems.
Serves as an expert in designing and developing reports and analyses for City staff, particularly in the utility billing area, software query language, Access, and/or other report writers.
Compiles reports and necessary documents, spreadsheets, historical data, billing account statements and other information to respond to staff and customer inquiries, as required.
Prepares monthly reporting package of key statistical data for City management as required.
Plays key role in the City utility billing software implementation.
Works closely with City management to develop, document, and implement workflows that will maximize efficiencies gained with the system.
Serves as the in-house expert for the utility billing program.
Regularly attends training on the software to develop understanding of all aspects of utility billing software and ability to train other employees as required.
Receives customers and provides information to the public in a courteous, professional, and positive manner as required.
The employee must have the ability to work well with others and have a good/pleasant attitude.
Attendance is an essential job function.
It is an essential function of the job that you report to work on time and work your scheduled hours.
Must be able to follow directions.
DESIRED MINIMUM QUALIFICATIONS:
High school diploma or its equivalent with at least two years' experience in Billing municipal utilities;
Proficient in Tyler Technology Incode Software.
Excel and PowerPoint proficiency are required.
Excellent verbal and writing skills.
SPECIAL REQUIREMENTS:
None.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of general accepted accounting principles and internal controls;
Ability to coordinate closely with administration and field staff in the execution of duties.
Must have mathematical aptitude and ability to use 10key calculator by touch with accuracy;
Ability to handle money with accuracy and balance cash drawers;
Ability to set priorities, make independent judgments, and perform several duties at once;
Ability to deal effectively and cooperatively with the public and coworkers;
Ability to type; prolonged sitting and viewing of screen.
SELECTION GUIDELINES:
Formal applications, rating of education and experience; oral interview and reference check; job related tests may be required.
TOOLS AND EQUIPMENT USED:
Personal computer, central billing system terminal, 10-key calculator, phone, base radio, meter reading equipment, fax and copy machines.
PHYSICAL DEMANDS:
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or operate objects, tools, or controls; and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The position description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
No one will perform the duties of a higher position without prior authorization from an individual authorized to approve.
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