Account Representative - Utility Billing (LTE)

City of Bellevue•Bellevue, WA

7h•Hybrid

About The Position

The City of Bellevue is currently accepting applications for Account Representative- Utility Billing. Bellevue has approximately 38,000 customers who are billed in 8 billing cycles of approximately 4,750 customers each. These cycles are assigned to Account Representatives for pre-billing and account management. This position involves a high degree of contact with the public. This person answers concerns, questions, and complaints from Utility customers- either by phone or in person. This person also uses math skills to calculate bills and adjustments. Communication skills are used to deal with customers who are unhappy or may require special assistance. There are some clerical duties that are performed in an automated environment. This position works under the moderate to general supervision of the Utility Billing Manager. This LTE opportunity goes until December 31, 2027.

Requirements

High school diploma or equivalent.
Two to three years of responsible, related experience in direct customer service.
Utility customer service experience preferred.
Or any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities.
Knowledge of relevant office equipment, practices and procedures.
Experience with windows-based software.
Working knowledge of Word and Excel.
Ability to quickly master billing software.
Excellent oral and written communication skills, ability to express thoughts clearly, and facilitate exchange of information.
Quick thinker.
Ability to prioritize work and meet deadlines in a multi-task environment with frequent interruptions.
Good math skills required to calculate adjustments to customer accounts.
Ability to maintain confidentiality.
Must be able to interact with people in a courteous and sensitive manner with patience.
Occasionally deals with irate, antagonistic, or frustrated customers.
Ability to remain flexible, able to shift priorities as needed- open to new ideas and changes in the work group.
Patience and understanding required when dealing with customers whose first language is not English.
Detail oriented.
Demonstrated ability to work as part of a team.

Responsibilities

Responds to customer concerns, inquiries or complaints as received via phone or in person. Some of these customers are irate and require especially tactful handling.
Provides technical support for customers experiencing problems using MyUtilityBill.
Explains the charges for water, sewer and storm drainage as they appear on customer accounts.
Calculates adjustments to accounts as necessary.
Monitors accounts for delinquency, or collection action.
Makes payment arrangements as necessary.
Interprets and applies knowledge of applicable laws and shut-off procedures as necessary.
Manages routine correspondence.
Evaluates and analyzes the accuracy of billing charges prior to, and after billing.
Determines corrections to be made and adjusts accounts as necessary.
Is often the first point of contact for Utilities.
Must have a thorough knowledge of the activities and other functions of Utilities and the City.
Coordinates with Utilities Operations and Maintenance field staff regarding meter reading, meter change outs, and customer service issues.