Billing & Support Specialist I

City of Olathe•Cocoa, FL

About The Position

Are you a people person who likes to use their active listening skills to help resolve problems? Are you organized and enjoy following a defined process? If you would like to utilize your listening and step-by-step problem-solving skills to aid Olathe citizens, our Customer Service team may have just the position you are looking for. The City of Olathe is seeking a Billing & Support Specialist whose primary focus is to answer resident inquiries by phone in a high call volume environment. This role provides assistance with a variety of billing questions and support issues, requiring strong communication skills, attention to detail, and the ability to remain calm, efficient, and professional while managing frequent interruptions and competing priorities. Experience in a call center or other high-volume customer contact setting is preferred. Our caring and detail-oriented team of customer service professionals have a positive impact on the quality of life for our citizens every day! At the City of Olathe, we offer a fulfilling career with opportunities for growth, excellent benefits, and a supportive community. For more information about our benefits click here. If you are dedicated and ready to make a difference, apply now! For more details, review the full job details and requirements below. The Billing and Support Specialist I is responsible for interacting continuously with citizens and customers with a significant portion of their time focused on investigating and resolving billing inquiries. This role is the first level in a three level career progression of Billing Support Specialist I, II, and III.

Requirements

Three or more years of experience in a customer service role is required.
A High School Diploma or equivalent is required.
A valid driver’s license and favorable driving record are required.
Proficiency with verbal and written English language is required.

Nice To Haves

Experience in handling high call volume, in person interactions, billing, reporting, and other support services is preferred.
An associates degree or college level business coursework is preferred.
Additional proficiency with Spanish and American Sign Language is preferred.

Responsibilities

Listens and responds to customer requests, complaints, and complex billing issues; provides information on inquiries, including information regarding policies and procedures, though chat, email, phone or in person; ensures customers remain informed on their outstanding debts and deadlines; creates invoices and credit memos; updates customer files, and sends invoices and payment reminders to customers; handles confidential and sensitive information with discretion.
Recognizes and recommends related process improvements with internal and external teams to gain efficiencies; writes, updates, and regularly reviews scripts and workflow process documentation; participates in testing software for issues and provides feedback and suggested improvements.
Manages the status of accounts and balances and identifies inconsistencies; updates account receivable database with new accounts or missed payments; ensures the accuracy of utility services including usage and charge calculation, billing and collecting payment, cash handling procedures and citywide Accounts Receivable daily operations; ensures coordination with water companies regarding customer usage and accurately downloads usage readings into customer accounts for billing.