Utilities Service Agent II

City of Hamilton, Ohio•Hamilton, OH

About The Position

This is an internal job posting open only to current City of Hamilton employees who are AFSCME, Local 3169 members; all other applicants will be rejected. The position performs responsible clerical and technical accounting work involving payment collection, responding to citizen inquiries, and processing, reviewing, and maintaining customer and financial accounts and records. Work is performed under the direction and supervision of a department head or supervisor, with some leeway for independent judgment. The role involves close working relationships with supervisors, coworkers, and the public, frequent public contact and/or high-volume production requirements, and may be performed under considerable stress. Compared with Utilities Service Agent I, this position serves as a second-tier response for difficult-to-resolve customer situations; guides and trains Utilities Service Agent Is on policies and procedures; acts as a subject matter expert for problem resolution; provides management with feedback on workflow and process issues; and serves as the lead employee for a group performing a given function.

Requirements

Graduation from high school or possession of a GED.
One to two years of experience in bookkeeping, data entry, computerized accounting, or general office procedure; or an equivalent combination of experience and training that provides the necessary knowledge, skills, and abilities.
Thorough knowledge of utility billing policies, practices, and procedures.
Thorough knowledge of business arithmetic, financial record-keeping, statistics, English composition, and spelling.
Thorough knowledge of modern office terminology, procedures, and equipment.
Substantial knowledge of general accounting theory, principles, and practice.
Ability to make decisions in accordance with established policies and procedures and independently solve problems within the assigned area.
Ability to handle confidential financial information with tact and discretion.
Ability to establish and maintain effective working relationships with City employees, department heads, and supervisors.
Ability to communicate effectively orally and in writing, using technical and non-technical language.
Ability to understand and follow oral and/or written policies, procedures, and instructions.
Ability to prepare accurate and reliable accounting reports.
Ability to operate a mainframe client application and/or personal computer using standard word-processing, spreadsheet, and database applications, as well as proprietary billing and financial systems.
Ability to perform clerical, financial, and/or customer service tasks accurately and quickly under time-sensitive deadlines.
Ability to accurately count and handle cash and receive and record cash and credit card transactions in a database.
Only current City of Hamilton employees who are AFSCME, Local 3169 members are eligible to apply.

Nice To Haves

A minimum of advanced low proficiency in Spanish.

Responsibilities

Process and/or verify work orders, purchase orders, checks, and other financial documents.
Research errors and correct billing, account, voucher, work order, or other financial records.
Perform computerized accounting, account lookups, and/or data entry.
Answer utility billing, utility service, construction fee, and parking ticket questions from customers and the public in person and over the phone.
Negotiate with customers regarding unpaid utility bills, make credit arrangements, and monitor payment agreements for compliance.
Research and prepare reports on customer credit histories and account balances as necessary.
Accept payments on deposits, fees, and debts.
Assist customers with public and private assistance paperwork and vouchers, and prepare activity reports.
Process and track utility service requests, including new service, final reads, and credit disconnects.
Reconcile payments with customer records and deposits, and research discrepancies.
Check documents for accuracy and completeness.
Copy, fax, file, and mail customer and account financial and statistical reports and related information.
Attend meetings, conferences, and workshops as requested and authorized.
Serve as a second-tier response for difficult-to-resolve customer situations.
Guide and train Utilities Service Agent Is on policies and procedures.
Serve as a subject matter expert for problem resolution.
Provide management feedback on workflow and process issues.
Serve as the lead employee for a group performing a given function.
Perform related work as required.