Utility Account Specialist (Promotional Opportunity)

Utility Account Specialist – Water Department
Under direction, the Utility Account Specialist coordinates and performs the day‑to‑day functions of utility billing, including accounts payable and accounts receivable, preparing billing notices, arranging payments, and conducting collections. The incumbent maintains customer accounts, calculates and uploads appropriate charges into the billing system, reviews and ensures accurate processing of utility service charges, assists Utility Service Representatives with complex billing tasks, and researches and resolves difficult billing or meter‑reading issues.

Typical Duties

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

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

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

Calculate average bills, determine amounts due for past‑due accounts, and establish fixed monthly payments.

Assist customers in setting up payment arrangements and addressing financial difficulties; manage payment plans.

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

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

Research, review, and evaluate utility consumption data to identify irregularities using various software programs; apply advanced knowledge of payment processing and billing practices.

Post utility transactions, receipts, and refunds to the general ledger; communicate with IT and Finance staff to resolve posting errors.

Prepare weekly shut‑off lists; 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 and confirm meter inventory information.

Establish construction accounts, monitor building permit status, and reinstate mandatory services upon final permit confirmation.

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

Oversee utility inventory changes to assure accurate and timely billing.

Receive, collect, and process utility payments through various payment methods; ensure payments are applied correctly.

Assist customers with setting up and navigating online accounts; explain how to monitor daily water usage, review consumption patterns, and identify potential leaks.

Maintain accurate and 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 areas 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 the area of assignment.

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

Working Conditions
The position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping. It also requires repetitive hand movement, fine coordination with a computer keyboard, near‑ and far‑vision reading, acute hearing for phone service, and the ability to lift and push boxes weighing up to 25 pounds. Accommodations may be provided for qualified applicants requiring and requesting changes.

Minimum Qualifications
Education and Experience

High‑school diploma or tested equivalent.

Three (3) years of experience in utility customer service, accounts payable, or water metering administration, 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 for utility billing, services, and customer service.

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

Personal computer equipment and standard business software (word processing, email, 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 applications, and equipment used in a billing and customer service office.

Mathematics (addition, subtraction, multiplication, division, percentages, unit conversions, consumption rates).

Record‑keeping and report‑preparation techniques.

Proper grammar, spelling, and punctuation for business correspondence.

Safe work practices in an office environment.

Skills

Computer skills for producing effective correspondence, reports, and data records.

Advanced interpersonal and communication skills.

Abilities

Read, interpret, understand, and explain applicable regulations and procedures.

Understand and follow written and oral instructions.

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

Train others on new procedures and tasks.

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

Recognize patterns and anomalies within meter usage data sets.

Maintain accurate records.

Apply principles to 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 according to specific procedures and policies.

Deal tactfully with the public in strained or difficult situations.

Maintain confidentiality.

Read maps.

Communicate effectively, both orally and in writing.

Establish and maintain effective working relations.

Licenses and Certificates

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

Other Requirements

None.

Desirable Qualifications

Bilingual ability in English and Spanish.

Completion of 60 semester (or equivalent) units 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.

Career Ladder

Utility Service Supervisor

Utility Account Specialist

Utility Service Field Technician I/II

Utility Service Representative I/II

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