Utility Billing Program Technician

City of Gresham•Gresham, OR

5d•Hybrid

About The Position

The Utility Billing Program Technician performs technical and administrative work supporting accurate and timely utility billing. The position handles recurring billing-cycle and meter-read processes; establishes and maintains account, service, meter, and location records; researches and resolves billing and usage issues; responds directly to customers on complex or escalated account matters; and serves as a technical resource for Utility Billing staff. Work includes scheduled processes as well as investigating unexpected results, comparing information across systems, coordinating with other work groups, and determining appropriate next steps. The position works under the direction of the Utility Billing Supervisor and regularly coordinates with Utility Billing staff, other City departments, outside utility partners, and customers. It is part of the Financial Operations team within Budget & Finance. Regular on-site presence at Gresham City Hall is required to support customer-facing operations and staffing coverage. Hybrid work may be available when operational and coverage needs allow. This full-time position works Monday through Friday, with hours varying between 7:00 a.m. and 5:00 p.m. Minimum qualifications are a high school diploma or GED and one to four years of administrative, technical program support, billing, financial operations, utility operations, or closely related experience.

Requirements

High school diploma or GED.
One to four years of administrative, technical program support, billing, financial operations, utility operations, or closely related experience.
Ability to work carefully with detailed information, notice inconsistencies, and keep deadlines and broader processes in mind.
Ability to research issues, gather information, identify likely causes, and determine next steps.
Ability to balance recurring responsibilities with unexpected work, track outstanding items, and follow assignments through to completion.
Comfort learning software and working with spreadsheets, reports, and information from different sources.
Ability to ask questions, use available resources, apply learning, and adapt as procedures, systems, and technology change.
Ability to explain complex or technical information clearly, including to frustrated customers.
Ability to work collaboratively with customers, coworkers, partners, and staff across different roles and departments.

Nice To Haves

Experience in utility billing, finance, accounting, public utilities, or another environment involving detailed account or transaction processing.
Experience researching discrepancies and reconciling information across multiple systems, reports, or data sources.
Intermediate experience with Microsoft Excel or similar spreadsheet software.
Experience using enterprise billing, financial, customer information, database, meter-data, or similar systems.
Experience interpreting and applying established policies, procedures, rates, regulations, or business rules.
Experience providing technical guidance, training, or process support to coworkers.
Bilingual skills in Spanish or Russian.

Responsibilities

Complete recurring billing-cycle and meter-read activities, review consumption and billing information, address read-related issues, and follow through on corrections to keep bill production accurate and on schedule.
Establish and maintain account, service, meter, and location information used for utility billing.
Process new and changed services, meter installations and replacements, location and address changes, and other system updates affecting billing.
Coordinate account, service, meter, and location updates with other departments and utility partners.
Review billing, usage, and account activity to identify errors, unusual conditions, adjustment needs, unbilled activity, and other exceptions.
Use account history, reports, system information, and supporting documentation to investigate issues and determine appropriate actions.
Serve as a technical resource for Utility Billing staff and respond directly to customers with complex or escalated billing and account concerns.
Provide real-time support to Customer Service Representatives and conduct additional research or assistance when issues require it.
Explain account activity, policies, rates, codes, procedures, and available options to customers and staff.
Provide guidance and training, and coordinate issues involving multiple staff, systems, departments, customers, or outside partners.
Maintain reports, tracking tools, procedures, and technical documentation supporting Utility Billing operations.
Review information for trends, gaps, and follow-up needs; support system and process changes.
Maintain working knowledge of Program Technician and core customer-service functions to provide coverage and maintain service continuity when needed.