Utility Services Billing Specialist

City of Yakima•City Hall, WA

3d•Onsite

About The Position

The Utility Services Billing Specialist plays a key role in ensuring accurate, timely, and customer-focused billing operations for our community. In this position, you will manage utility accounts, process billing cycles, resolve customer inquiries, and support the financial integrity of our utility services. If you’re motivated by precision, problem-solving, and meaningful work, this role might be for you! Under general supervision and limited direction, responsible to perform complex to advanced customer service and technical duties in the operation and maintenance of the utility billing systems and receivables management. Ensure transactions are accurate, consistent, and conform to procedures. Provides guidance and instruction to other employees with respect to billing systems operation. Assists with coordinating workflow with internal staff, customers, and outside entities to build positive and effective working relationships. Evaluates and proposes utility services policies, procedures and operating practices as they relate to Utility billing. Makes recommendations for improvement.

Requirements

High school diploma or G.E.D.
Three (3) years experience, with increasing responsibilities, working in an office environment
A minimum of two (2) years experience utilizing complex billing or accounting software and reporting tools
Must be proficient at Microsoft Excel and Word.
Must obtain and maintain a valid First Aid/CPR Certificate within six months of appointment.

Nice To Haves

A two (2) year degree in a business related field is desirable.

Responsibilities

Provides support to and works closely with Utility Services Billing Lead to provide guidance and leadership to Utility Services Representatives (USR).
Handles difficult, complex or irregular customer service and billing issues related to the daily function of utility billing.
In coordination with the Division Manager, Supervisor, and/or Lead, helps ensure all staff are properly trained and are performing all tasks accurately and efficiently.
Works closely with staff, other divisions and outside agencies to monitor customer utility activities.
Adheres to the highest standards of customer service and professionalism.
Responds to public inquires and complaints about the billing process and take appropriate action.
Assists USRs in resolving complex issues and performs any/all duties of a USR the as needed.
Assists Billing Lead to coordinate, schedule and/or perform the billing functions including final billing for the purpose of ensuring accurate and timely completion of the billing process.
Provides procedural expertise to resolve problems; provides information to customers, vendors and employees as needed; trains other employees on procedures; evaluates system or billing errors, and takes corrective measures; works with Manager, Supervisor, Business Applications Specialist and/or Lead to initiate corrective measures; provide system user support.
Assists with performing system audits to verify accuracy of information and billing system operations.
Monitors and provides feedback regarding all functions and activities of utility account billing administration related to the automated billing systems and assures the systems efficiently produces accurate bills.
Following established procedures and guidelines and under managers supervision authorizes adjustments and credits to customer accounts.
Assists with difficult customers to help defuse and address billing and other related issues.
Makes recommendations to improve the division's efficiencies, effectiveness and/or overall customer service.
Recommends changes and/or enhancements as necessary, regarding the computer systems, electronic devices, division operating practices and procedures to ensure excellent service is provided to utility customers, utility operating divisions, finance division, vendors and other affected parties.
Explains procedures and legal requirements to customers.
Accurately establishes and enters into the system new and/or revised information on accounts, assuring compliance with legal requirements.
Initiates service orders.
Assists Lead as needed with delinquency management, including coordination of efforts of contracted collection services.
Requires punctual, regular and reliable attendance.
Perform other related duties as assigned.