Senior Utility Billing Specialist

City of Lodi•Lodi, CA

2d•Onsite

About The Position

Under general supervision, performs advanced journey-level billing tasks, including research and analysis to resolve customer billing issues, investigate variances in high/low bills, and performs complex billing functions. This is an advanced journey level and leadworker classification that is distinguished from Utility Billing Specialist in that this class performs the most complex customer service tasks that require analysis, judgement and decision making. This position may also train, mentor, assign and monitor the work of lower-level positions.

Requirements

Billing principles and practices, customer service principles and practices, including conflict resolution
Utility rate structures and schedules
Working principles of electric and water meters
Research and analysis techniques
Department policies and procedures pertaining to utility billing and collection
Standard office equipment, including personal computer, and computer software such as Microsoft Word, Excel, Outlook and financial applications/programs
Perform complex mathematical computations and billing accurately
Conduct research, analyze data and recommend solutions using independent judgement and decision-making skills
Organize and maintain accurate financial and customer records
Operate a personal computer using various software programs, financial applications and job-related software
Operate common office equipment
Communicate effectively, understand and follow oral and written instructions
Interact with the public and staff efficiently and courteously
Communicate clearly and concisely
Establish and maintain cooperative and effective relationships with those contacted during the course of work
Assign and monitor the work of subordinate staff
Provide technical expertise to lower-level positions
Understand and explain policies and utility rates to customers
Equivalent to completion of high school
Five years of experience performing a variety of customer service tasks related to utility billing, service disconnects and reconnects, high/low bill investigation, customer inquiry resolution, and collecting, recording and balancing cash OR two years as a Utility Billing Specialist with the City of Lodi
Mental and/or physical ability to work in a standard office environment with extensive public contact
Essential and marginal functions may require maintaining physical condition necessary to see well enough to read, write and make observations, hear well enough to converse on the telephone and in person; bodily mobility to occasionally walk, bend, kneel, reach, stand, or crouch; for sitting for prolonged periods of time; operate assigned office equipment, requiring repetitive hand movement and fine coordination including use of a computer keyboard; to verbally communicate to exchange information; effectively deal with situations, which includes dealing with members of the public

Nice To Haves

Associate degree from an accredited college or university in Finance, Accounting, Business Administration or comparable degree is highly desirable

Responsibilities

Oversees the billing and e-billing platforms, including system upgrades or updates, recommends and implements process improvements, develops and maintains procedures, ensures accurate records and data entry
Provides technical guidance regarding policies and procedures to staff and other City departments
Reviews work for accuracy, completeness, format, and compliance with policies
Performs and oversees complex manual billing processes, including industrial, solar, general and utility billing, identifies and implements necessary process changes, including manual and system-based updates, ensures efficiency, accuracy, and compliance with established policies and procedures
Develops and maintains standard operating procedures (SOP’s) for utility billing; implements and provides training on SOPs
Provides a high level of customer service to internal and external customers
May provide direction, lead, train, mentor, assign work to, or monitor work of Customer Service Representatives and Utility Billing Specialists
Participates in the development and implementation of department programs, systems, procedures and methods of operations, including computer-based systems
Creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares statistical work sheets and other required documents
Audits documents, verifies accuracy and ensures compliance with applicable regulations
Resolves the most complex problems involving customers’ statements, fees, payments and other service-related problems
Researches historical billing information, conducts analysis, analyzes consumption patterns, detects irregularities and uses judgement and decision-making skills to resolve errors
Processes utility billings: inputs information into customer programs which produce a variety of service orders directed to field services personnel; edits bill batches for exceptions, compares accounts to rate schedule standards, researches account historical data to determine correctness, and approves bill batches for billing according to assigned rate schedules
Acts as a liaison to Field personnel to initiate or resolve issues relating to high or low bill investigations, meter reliability, disconnects and reconnects
Operates a personal computer to access customer account data from multiple computer systems
Interprets and explains charges, policies, procedures, special programs and rates
Initiates appropriate transactions to satisfy customer requests and internal accounting procedures
Performs other duties related to the operation of the department and the city including additional duties that enable the department and City to meet the diverse needs of its community

Benefits

CalPERS Retirement
Deferred Compensation - Three percent (3%) Match
Medical/Dental/Vision/Chiropractic
9/80 Work Schedule
13 paid holidays per year
2 weeks paid vacation annually, increasing with length of service depending upon the appropriate labor agreement
10 days per year depending upon the appropriate labor agreement
Management/Mid-Management positions receive 80 hours per fiscal year, and specified professional/technical positions receive 40 hours per fiscal year (Pro-Rated)
Medical, Dental and Vision plans are available for employee and dependents. A portion of the premiums may be the employee's responsibility.
The City pays the full premium for employee and dependent life insurance, and offers a long-term disability plan that provides up to approximately 2/3 of an employee's salary.
The City of Lodi is a member of the Public Employees' Retirement System (P.E.R.S.). Lodi is not a member of the Social Security System except for the required medical contribution.
Employees may participate in a 457 Deferred Compensation program.
Employees may participate in a Section 125 Flexible Spending Account.