Utilities Service Agent II

City of Hamilton, Ohio•Hamilton, OH

About The Position

The Utilities Service Agent II performs responsible clerical and technical accounting work involving payment collection, citizen inquiries, and the processing, review, and maintenance of customer and financial accounts and records. The position works under the direction and supervision of a department head or supervisor, with some leeway to exercise independent judgment. It involves frequent public contact and/or high-volume production requirements and may be performed under considerable stress. This is the second-tier response role for difficult-to-resolve customer situations. The agent provides Utilities Service Agent I employees with guidance and training on policies and procedures, serves as a subject matter expert for problem resolution, gives management feedback on workflow and process issues, and leads a group of employees performing a given function. The City of Hamilton will conduct an online Civil Service examination from November 30 through December 7, 2026, using a remote proctor. Qualifying applicants will receive additional instructions. Testing will cover basic math, spelling and grammar, numerical proofreading, money handling, customer service, and front desk skills. The City is an EEO and AAE employer and encourages minorities and women to apply.

Requirements

High school graduation 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 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 to receive and record cash and credit-card transactions in a database.

Nice To Haves

A minimum of advanced low proficiency in Spanish is preferred.

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 customer and public questions about utility billing, utility service, construction fees, and parking tickets, both in person and by 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 balance accounts as necessary.
Accept payments for 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.
Provide guidance and training to Utilities Service Agent I employees on policies and procedures.
Serve as a subject matter expert for problem resolution and as the lead employee for a group performing a given function.
Provide management with feedback on workflow and process issues.
Attend meetings, conferences, and workshops as requested and authorized.
Perform related work as required.