Utility Billing Specialist

About the role

A Utility Billing Specialist assists customers with utility billing inquiries, payments, service requests, and billing concerns, while providing exceptional customer service. This position processes transactions, emails, online service requests, performs cashiering functions, refunds payments, maintains accurate customer records, explains utility rates and billing policies, resolves account discrepancies, and collaborates with internal office staff and other City departments to ensure timely, accurate, and efficient utility billing customer service. This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office.

Responsibilities

• Provide accurate and timely customer service via phone, email, in-person, and online.
• Handle difficult situations with tact and professionalism.
• Investigate and resolve inquiries related to water, sewer, solid waste, recycling, and stormwater billing.
• Interpret and apply City ordinances, State statutes, and office policies when addressing customer questions.
• Clearly explain charges on utility bills and how they are incurred.
• Request billing adjustments or refer cases to appropriate staff for follow-up.
• Meet established performance standards and goals.
• Provide billing histories in Excel or PDF upon request.
• Timely processing of mailed-in payments and returned bank payments and related cashiering functions.
• Set up payment plans for past-due balances in line with City policies.
• Timely processing of all incoming customer correspondences either mailed, emailed, online requested or faxed.
• Review accounts for debits and credit charges and explain findings to customers.
• Request adjustments when necessary.
• Refund credit balances to the appropriate customers when needed.
• Coordinate with other Public Works departments to verify upcoming service work.
• Research accounts with pending tax assessments for delinquency and notify customers.
• Use interpreter services when needed.
• Assist customers in navigating online portals, setting up automatic payments, and accessing City website resources.
• Perform other duties as assigned

Qualifications

Minimum Education: High school diploma, GED or equivalent. Minimum Experience: Progressive experience equal to three years with at least two years of directly related experience. Equivalency