WATER ACCOUNT SPECIALIST

This position is responsible for overseeing all utility billing; coordinates closely with administration and field staff in the execution duties; other responsibilities include: ensuring the integrity of the City of Columbia billing and meter reading systems and processes, including maintaining accurate billing and customer accounting records; identifies and troubleshoots problematic meters; manages service requests; and performs related work as required. The incumbent works according to some procedures but decides how or when to do things; work is reviewed regularly by supervisor.

The work is considered light in nature and involves walking or standing much of the time and involves exerting up to 20 pounds of force on a recurring basis, or skill, adeptness and speed in the use of fingers, hands or limbs on repetitive operation of mechanical or electronic office or shop machines or tools within moderate tolerances or limits of accuracy. The work requires the following physical abilities to perform the essential job functions: fingering, mental acuity, repetitive motion, speaking, talking, and visual acuity.

Work environment may involve exposure to bright / dim light, extreme heat and/or cold, wet or humid conditions, dusts and pollen, animals / wildlife, traffic, moving machinery, electrical shock; and is dynamic that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.

Provides accurate and timely billing; and must also be able to act independently and proactively in order to identify and troubleshoot problems;

Banner scheduling. This allows the billing cycle to process monthly, on schedule;

Update Printing schedule for Service Order as directed by Customer Services leaderships;

Researches, interprets, and analyzes account history to resolve billing questions on meter readings;

Creates service orders for districts and technicians; reviews for accuracy as far as correct meter number, last readings and meter locations;

Assists in determining the necessity of locking or removing meters;

Creates and reviews audit reports to troubleshoot and resolve billing or meter reading issues;

Provides efficient, professional and courteous customer service at all times across various departments;

Maintains accurate and up-to-date customer records;

Prepares correspondence and records regarding customer accounts;

Performs general clerical work as required, including but not limited to preparing records and correspondence, entering and retrieving computer data, copying and filing documents, sending and receiving faxes, answering the telephone, etc.;

Receives and responds to inquiries, concerns, complaints and requests for assistance from City personnel and citizens regarding areas of responsibility;

Verify bills are available in Banner per cycle;

Attends meetings, workshops, training, etc., as appropriate to enhance job knowledge and skills; and

Performs other related duties as assigned.

Minimum Requirements to Perform Work

High school diploma or GED;

Two (2) years of relevant prior experience;

Valid South Carolina Class “D” Driver’s License.

Ability to understand and work effectively with the Banner utility billing software system and the City Works GIS software system;

Ability to evaluate account problems and exercise independent judgment to resolve them;

Ability to plan, organize, coordinate, and prioritize assigned tasks to meet deadlines successfully;

Knowledge of addition and subtraction, multiplication and division, and/or calculating ratios, rates and percentages;

Ability to gather, organize, analyze, examine or evaluate data or information and may prescribe action based on such data or information;

Ability to provide information, guidance or assistance to people to directly facilitate task accomplishment; may give directions or assignments to helpers or assistants;

Ability to handle or use machines, tools or equipment requiring brief instruction or experience, such as computers for data entry, fax machines, copiers, telephones or similar equipment; may service office machines, including adding paper and changing toner;

Ability to perform coordinating work involving guidelines and rules, with constant problem-solving;

Ability to read technical instructions, procedures, manuals and charts to solve practical problems; composing routine reports and specialized reports, forms and business letters with proper format; speaking compound sentences using normal grammar and word form;

Ability to perform clerical, manual or technical tasks prescribed by standard practices but which may require computation, the use of several procedures, and the use of independent judgments with obvious choices; requires normal attention for accurate results; and

Ability to guide others, requiring frequent decisions affecting co-workers and others who depend on the service or product; works in a somewhat fluid environment with rules and procedures but with many variations from the routine.

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