Utility Billing Assistant

To outline essential job duties, qualification requirements and working conditions for the position of Utility Billing Assistant. Performs a variety of basic utility billing and financial tasks associated with customer assistance, cashiering and data processing. Answers incoming telephone calls from the public in a professional and tactful manner; assists customers or refers calls to appropriate person or department. Provides excellent internal and external customer service throughout the utility billing process. Maintains positive relations with the public and coworkers. Receipts payments accepted at city hall, including payments for utility bills, accounts receivable, LIDs, business licensing, miscellaneous receipts and departmental transmittals. Posts receipts to the appropriate account in the cash receipt system. Performs data entry and prepares reports for utility record keeping and reporting. Communicates utility account information in verbal and in written form such as: current billing, additional charges and past due amounts. Prepares records requested by the public. Reviews payments and billings for accuracy and completeness on active utility accounts before accounts are closed. Reviews utility account activity for correct amounts before issuing refunds or account adjustments. Maintains records of shut off activity performed on past due accounts when disconnection occurs. Processes returned mail following outlined procedure. Other job functions: Performs other duties as assigned. High School Diploma or GED. Related continued education preferred. Two (2) years of technical office work experience using general office procedures and methods including one (1) year working with the public in a billing and/or collection setting using software that interfaces with a customer database. Utility experience preferred. Bilingual, English and Spanish, language abilities preferred. Requires knowledge of: The field of assignment sufficient to perform thoroughly and accurately the full scope of responsibility as illustrated by example in this job description. Mathematics; English composition and grammar. Computer operation and software including Microsoft Office products and accounting databases. Safety and security hazards, precautions, standards, policies and procedures. Requires the ability to: Accurately receipt cash and reconcile cash drawer. Use a ten key calculator by touch and type 40 wpm minimum. Complete mathematical calculations for partial utility bills or bill credits. Provide outstanding internal and external customer service and maintain positive relations. Consistently represent the City in a professional manner and deal effectively with the public. Assure absolute confidentiality as required and sensitive information is handled appropriately. Be attentive to detail and maintain a high degree of accuracy. Effectively complete assignments in a timely manner while managing competing demands. Plan, organize, prioritize and coordinate work assignments. Take appropriate initiative. Use tact, discretion, respect, persuasion, diplomacy and courtesy to gain cooperation of others and establish and maintain effective teams and professional relationships and rapport with elected officials, management, employees, the public, media and representatives of other entities. Apply sound judgment and problem-solving skills to make reasoned, timely and consistent decisions. Listen attentively and communicate effectively, both orally and in writing, with individuals and groups in clear, concise language appropriate for the purpose and parties addressed. Understand and apply appropriately regulatory requirements, terminology, policies and procedures. Work independently and cooperatively as a member of a team. Develop ways to identify, improve and promote efficient systems and processes. Maintain current knowledge and adapt to new technologies, keeping technical skills up to date. Proficiently operate office equipment and perform software functions including use of spreadsheets. Type accurately and proficiently. Works in an office or meeting room setting. Sits or stands for long periods. May attend meetings or performs duties outside of normal office hours. Requires the ability to: Use appropriate safety equipment and follow safety policies, practices and procedures. May occasionally lift and carry items weighing up to 25 pounds.