CHARACTERISTICS OF THE CLASS
Under the direction of the Customer Service Manager, performs specialized and responsible work in utility customer relations, financial analysis and reconciliations, and is involved in the testing, conversion and implementation of Utility Billing software. This position has supervisory and/or project responsibilities and requires independent judgment. Work is evaluated through observation, reports, and reconciliation with fiscal records
EXAMPLES OF DUTIES
A. ESSENTIAL FUNCTIONS
Supports the Customer Service Manager as a first line of contact when handling disgruntled customer complaints.
Performs supervisory functions in the absence of both the Customer Service Manager and the Financial Systems Administrator.
Provides assistance to the Customer Service Manager in all areas as needed.
Answers inquiries and complaints from citizens and outside agencies. Explains State laws, City ordinances, policies and procedures.
Trains and assists clerical personnel in performing their functions.
Understands and can perform all functions in the division including, but not limited to, customer collections; preparation of cash sheets and bank deposits; customer billing; final bill refunds; preparation of payment extension agreements; preparation of lien and lien cancellation forms; collection of delinquent accounts; maintenance of billing and accounts receivable records; maintenance of subsidiary records supporting collections and payments for utility taxes, pro rata agreements, and impact fees.
Assists in the vendor selection process, oversight and direction of outside vendors for billing/mail services, lockbox services and Web/IVR credit card processors.
Creates Utility Billing monthly calendar that directs staff and Utility Operations for billing dates, late fee dates and shut-off dates.
Assists with annual rate changes, ERC calculation, commercial account updates, and data collection and analysis for Rate Study.
Assists with testing, conversion, implementation, and maintenance of the financial software system. Documents system programs; analyzes programs; and implements programs to support business applications.
Assists with generating list of bad debts and coordinates bad debt write off with Enterprise Fund Accountant.
Assists with preparing and monitoring Utility Billing and Collections’ budget.
Researches and transfers delinquent accounts to active customer accounts.
Assists with researching and preparing specialized reports for senior management’s use.
Reconciles and prepares payments to outside governmental agencies.
Creates and maintains complex spreadsheets utilizing Microsoft Excel.
Prepares division correspondence utilizing Microsoft Word.
A. TRAINING AND EXPERIENCE
Associate degree (A.A. or A.S.) in Business Administration, Accounting, or Finance from an accredited college, supplemented by two years of full charge bookkeeping experience. utilizing sophisticated software for a large organization. Customer service experience and proficiency in Microsoft Word and Excel is required.
B. KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of the principles and practices of accounting and ability to apply this knowledge to work situations.
Ability to plan and organize work to meet deadlines.
Ability to deal effectively and courteously with the public and other employees.
Knowledge of business English, spelling, punctuation, and mathematics. Skill in performing mathematical calculations.
Knowledge of modern office practices and procedures.
Ability to operate office equipment as required.
Ability to communicate clearly and concisely orally and in writing.
Ability to compose effective and accurate correspondence.
Ability to handle non-routine matters.
Ability to follow complex written and oral directions.
Skill in the use of computer based data information systems.
Skill in the use of personal computers or network arrangements.
C. PHYSICAL AND MENTAL REQUIREMENTS
Ability to see, read, write, and type messages, files, forms, labels, etc., in the English language.
Ability to meet specific deadlines upon demand.
Ability to handle stress when working with deadlines.
Ability to maintain a high level of concentration with continual interruptions.
Ability to be flexible and change job priorities at a moment’s notice.
Ability to hear, comprehend, and clearly speak the English language.
Ability to speak English when communicating with co-workers and the public.
Ability to print or write cursive letters, numbers, and words legibly in English.
Ability to read and understand computerized budget and accounting reports.
Ability to kneel, squat, sit, and stand for extended periods of time without rest.
Ability to lift and carry packages that weigh up to 15 pounds.
Ability to reach and grasp objects.
Ability to work regularly scheduled hours with minimal overtime.
Ability to control behavior when encountering stressful situations and short deadlines.
THIS JOB DESCRIPTION IS NOT INTENDED TO BE AND SHOULD NOT BE CONSTRUED AS AN ALL INCLUSIVE LIST OF ALL THE RESPONSIBILITIES, SKILLS OR WORKING CONDITIONS ASSOCIATED WITH THE POSITION. WHILE IT IS INTENDED TO ACCURATELY REFLECT THE POSITION ACTIVITIES AND REQUIREMENTS, MANAGEMENT RESERVES THE RIGHT TO MODIFY, ADD OR REMOVE DUTIES AND ASSIGN OTHER DUTIES AS NECESSARY. THIS JOB DESCRIPTION DOES NOT CONSTITUTE A WRITTEN OR IMPLIED CONTRACT OF EMPLOYMENT.
Revision Date: 12/02/2016