Utility Billing Coordinator

• People First- Giving priority to others
• Respect- Treating others with courtesy and dignity
• Integrity- Serving with honesty, trust and hard work
• Deliver- Following through on commitments while exceeding expectations
• Excel- Creating an innovative and improving work environment

• Assists the Utility Billing Supervisor with the operations of the utility billing division including the review of the work plan for assigned customer service representatives and activities, works closely with the supervisor to schedule staff workload, schedules and allocating resources for staff; participates in interviewing and selecting staff.
• Monitors workflow; evaluates work products, methods, and procedures; works with employees to correct deficiencies; provides and/or coordinates employee cross training. Works with supervisor in maintaining billing policies and procedures to ensure standardization and generate efficiencies.
• Assists the public by completing cashiering duties by receiving, receipting, and recording payments, processing cash collections for other departments, receiving deposits and fees, balancing the cash drawer, and preparing the bank deposit.
• Enters, processes, and updates all final bills, runs, and verifies billing reports for accuracy and corrects errors; reports bad debt to credit agencies.
• Assists in resolving higher level customer complaints and issues. Generates reports for use in rate studies.

Education & Experience
Work requires broad knowledge in a general professional or technical field. A typical way to obtain the required qualifications would be:

• High School diploma or equivalent plus two (2) years of relevant work experience

• Valid Class C Driver's License.

Knowledge of:

• Utility billing operations, policies, and procedures.
• Cash handling, cashiering practices, and daily reconciliation methods.
• Customer service principles and conflict-resolution techniques.
• Billing cycles, account adjustments, final bill processing, and reporting requirements.
• Credit agency reporting standards and bad-debt processes.
• Office administration practices and workflow coordination.
• Data entry standards, financial recordkeeping, and audit requirements.
• Municipal operations and departmental interdependencies.

Skilled in:

• Coordinating and monitoring staff workload, training, and performance.
• Reviewing and verifying billing reports for accuracy and resolving discrepancies.
• Handling escalated customer issues with professionalism and tact.
• Processing payments, balancing cash drawers, and preparing bank deposits.
• Managing returned checks, payment reversals, chargebacks, and draft payments.
• Preparing reports for rate studies and internal analysis.
• Communicating clearly and effectively with staff, customers, and supervisors.
• Using billing systems, financial software, and standard office applications.

Physical Demands / Work Environment:

This list is intended to describe the general nature and level of work being performed; it does not address the potential for accommodation.

• Work is primarily performed in a standard, climate-controlled office setting.
• Requires prolonged periods of sitting, standing, and walking.
• Frequent use of hands and fingers to operate computers and other office equipment.
• Visual acuity to read printed materials and computer screens.
• Verbal and auditory ability to communicate effectively in person and by phone.
• Occasional bending, kneeling, reaching, pushing, or pulling to access materials or equipment.
• Ability to lift up to 10 lbs. occasionally or negligible weights frequently.
• May require travel between job sites or attendance at off-site meetings or events.