Utility Account Specialist (Promotional Opportunity)

The current vacancy is for Utility Account Specialist in the Water Department. This promotional recruitment is open to current regular City of Santa Cruz employees in the classified service only.

Responsibilities

Coordinate and perform day‑to‑day utility billing functions, including accounts payable and accounts receivable.

Prepare billing notices, make payment arrangements, and perform collections.

Maintain customer accounts: calculate, upload, and download appropriate charges into the billing system.

Review and ensure utility service charges are accurately processed through the city’s billing system.

Assist Utility Service Representatives by performing more complex billing tasks.

Research and resolve difficult billing or meter reading issues.

Establish utility billing or meter reading schedules and import data into utility billing software.

Review and approve the utility billing or meter reading files uploaded and downloaded from the vendor and/or database.

Research misapplied payments; issue or deny rebates; process refunds and voids.

Calculate average bills for customers; determine amount due for all past‑due accounts and establish fixed monthly payments.

Assist customers in setting up payment arrangements and managing payment plans.

Perform leak bill adjustments, coordinate will‑pays with customers, and provide information on leak rebate programs.

Respond to complex customer inquiries involving billing/payment discrepancies; resolve disputes and advise on changes in account types and fees.

Research, review, and evaluate utility consumption data to identify irregularities using various software programs.

Post utility transactions, receipts, and refunds to the general ledger to ensure compliance with regulations and policies.

Communicate with Information Technology and Finance department staff to resolve posting errors.

Prepare weekly shut‑off lists and review account data to determine when a customer should be shut off.

Interact with Water and/or Public Works divisions to establish new customer accounts for new utility services.

Monitor completion of new meter sets and confirm meter inventory information is correct in customer accounts.

Establish construction accounts, eliminate non‑essential services, and monitor building permit status.

Reinstating mandatory services to update accounts upon final permit confirmation.

Research and analyze utility billing or meter reading functions; recommend changes to the utility billing system.

Oversee utility inventory changes to assure accurate and timely billing.

Receive, collect, and process utility payments through various payment methods ensuring correct application to customer accounts.

Assist customers with setting up and navigating online accounts; explain how to monitor daily water usage and detect potential leaks.

Maintain accurate, organized records of customer interactions and account information; prepare reports.

Maintain confidentiality of customer information and billing data in accordance with privacy regulations.

Provide technical expertise for assigned area as required.

Assist supervisor in training new staff; provide input into staff performance appraisals.

May provide lead direction to Utility Service Representative I/II.

May perform any duties of the Utility Service Representative I/II staff in area of assignment.

Perform other related duties reasonably expected as part of this classification.

Working Conditions
Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, stooping, grasping, and repetitive hand movement while using a computer keyboard. Near and far vision is required for reading written reports and documents. Acute hearing is required when providing phone and personal service. The position also requires the ability to lift and push boxes weighing up to 25 pounds. Some requirements may be accommodated for otherwise qualified individuals who request such accommodations.

Minimum Qualifications
Education and Experience

High school diploma or tested equivalent.

Three (3) years of experience performing utility customer service, accounts payable, or water metering administrative duties, including one (1) year comparable to Utility Service Representative II or Water Meter Specialist II in the City of Santa Cruz.

Knowledge

Applicable regulations, policies, procedures, and work methods associated with utility billing and customer service.

Effective customer service standards and techniques, including resolving difficult complaints.

Personal computer equipment and standard business software for word processing, email, and data entry/analysis.

Operation of utility billing software.

Principles and practices of clerical accounting including billing, accounts receivable, and accounts payable.

Standard practices, procedures, business systems, and equipment used in a billing and customer service office.

Mathematics including addition/subtraction, multiplication/division, percentages, unit conversions, and consumption rates.

Methods and techniques for record keeping and report preparation.

Proper grammar, spelling, and punctuation for business correspondence.

Safe work practices in an office environment.

Skills

Computer skills to produce effective correspondence, reports, and data records.

Advanced interpersonal and communication skills.

Abilities

Read, interpret, understand, and explain applicable regulations, policies, procedures, and work methods associated with areas of assignment.

Understand and follow written and oral instructions.

Work independently and as a member of a team within broad parameters.

Learn and train others on new procedures and tasks.

Organize, prioritize, and follow up on work assignments for self and others.

Recognize patterns and anomalies within hourly, daily, weekly, or monthly water meter usage data sets.

Maintain accurate records.

Learn principles to effectively coordinate and review the work of others.

Compose correspondence.

Develop and coordinate office systems and work schedules under pressure to meet deadlines.

Effectively respond to customer complaints and problems.

Interpret and apply administrative and departmental policies and procedures.

Process detailed paperwork in accordance with specific procedures and policies.

Deal tactfully with the public in person and by telephone in strained or difficult situations.

Maintain confidentiality.

Read maps.

Communicate effectively, both orally and in writing.

Establish and maintain effective working relations with those encountered during the course of work.

Licenses and Certificates

Possession and continued maintenance of a valid California Class C driver’s license.

Other Requirements

None.

Desirable Qualifications

Bilingual ability to speak in English and Spanish.

Completion of 60 semester (or equivalent) units from an accredited college or university with major coursework in accounting, business administration, or a related field.

Banking, cash handling, and financial record‑keeping experience.

Water metering experience.

Some lead worker experience.

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