Utility Billing Technician (Mon - Thur)

City of Coconut Creek•Coconut Creek, FL

7d•Onsite

About The Position

Performs intermediate-level technical or specialized work in the Finance and Administrative Services department. Performs routine analytical review, reconciliation, data entry, and clerical tasks related to utility billing. Work is performed under general supervision and exercises some judgment in accordance with well-defined policies, procedures, and techniques. The City of Coconut Creek offers a supportive and family-like work environment with opportunities for career growth and participation in various employee events. The city has been recognized as a great place to live and is home to significant local attractions.

Requirements

High school diploma or GED
Two (2) or more years’ experience working with a utility billing system in a finance or billing department
Strong analytical, critical thinking, and problem-solving skills with the ability to evaluate complex billing, financial, and system-related issues and develop effective solutions
Knowledge of utility billing systems, business processes, system workflows, and data integrity principles
Skill in Microsoft Office applications and enterprise software systems, with the ability to quickly learn and adapt to new technologies and system enhancements
Skill in troubleshooting operational and software issues, identify root causes, and work collaboratively with technical staff, vendors, and internal departments to implement corrective actions
Skill in providing excellent customer service
Excellent written and verbal communication skills with the ability to explain technical or billing-related information clearly to customers and staff
Ability to analyze large volumes of data, identify trends, detect anomalies, and ensure the accuracy and integrity of financial and customer account information
Ability to prioritize multiple assignments, manage competing deadlines, and perform effectively in a fast-paced, deadline-driven environment while maintaining exceptional attention to detail
Ability to exercise sound judgment, maintain confidentiality, and make informed decisions with minimal supervision
Ability to establish and maintain effective working relationships with customers, coworkers, vendors, Information Technology personnel, and other City departments
Ability to regularly attend work and arrive punctually for designated work schedule

Nice To Haves

The City reserves the right to consider alternate combinations of education, certification, training, and/or experience.

Responsibilities

Performs customer account setup, maintenance, and closure activities, including service assignments, meter allocations, final billing, refunds, account documentation, work order creation, and related customer correspondence
Calculates, processes, analyzes, and finalizes recurring utility billing cycles, including validating meter readings, reviewing billing journals and exception reports, resolving discrepancies, and ensuring accurate and timely billing
Coordinates meter reading activities, validates and reconciles meter data, maintains meter information within the utility billing system, and assists in resolving meter- and equipment-related issues
Coordinates collection activities for delinquent accounts, including payment follow-up, service discontinuance processing, payment arrangements, and compliance with applicable policies
Handles routine and complex customer calls and e-mails regarding leaks, high consumption, discontinuance of service, new accounts, address changes, etc.
Responds to customer inquiries, makes courtesy calls, and resolves complex account issues involving billing discrepancies, consumption concerns, account maintenance, payment arrangements, adjustments, refunds, service notifications, and related utility services while providing excellent customer service
Researches and analyzes complex billing, account, consumption, and system issues; identifies anomalies and process improvements; collaborates with other City departments, vendors, and other stakeholders to implement corrective actions and improve business processes
Identifies issues with the billing system and works in conjunction with Supervisor/Manager and Information Technology personnel to aid in implementing a solution
Creates payment batches, posts transactions, and interfaces utility billing activity with the City's General Ledger, ensuring financial accuracy and reconciliation
Creates and monitors work orders for meter service personnel, meter readers, and Utilities and Engineering staff to ensure timely resolution of service requests
Assists with the planning, testing, deployment, implementation, and ongoing support of utility billing system enhancements, upgrades, conversions, and other departmental projects
Composes, prepares, and edits correspondence, reports, memoranda, and other documents requiring a high degree of accuracy, attention to detail, and independent judgement
Serves as a backup for cashiering functions as operational needs require
Performs other related duties as assigned and/or required