Utility Account Specialist (Promotional Opportunity)

Utility Account Specialist in the Water Department

Responsibilities

Coordinate and perform day‑to‑day utility billing tasks, including accounts payable, accounts receivable, and preparing billing notices.

Arrange and collect payments; perform collections and manage payment arrangements.

Maintain customer accounts, calculating, uploading, and downloading appropriate charges in the billing system.

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

Assist Utility Service Representatives on complex billing tasks.

Research and resolve difficult billing or meter‑reading issues.

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

Review and approve billing and meter‑reading files uploaded/downloaded from vendors or databases.

Research misapplied payments, issue or deny rebates, process refunds and void payments.

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

Assist customers in setting up payment arrangements, addressing financial difficulties, and managing payment plans.

Perform leak bill adjustments and coordinate with customers on leak rebate programs.

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

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

Apply advanced knowledge of payment processing and billing practices to troubleshoot between utility, customer, bank, and payment processor.

Post utility transactions, receipts, and refunds to the general ledger for compliance; communicate with Information Technology and Finance to resolve posting errors.

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

Collaborate with Water and Public Works divisions to establish new customer accounts for new utility services or additional dwelling units; monitor completion of new meter sets and confirm 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 ensure accurate and timely billing.

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

Assist customers in setting up and navigating online accounts; explain monitoring daily water usage, reviewing consumption patterns, and detecting possible leaks.

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

Maintain confidentiality of customer information and billing data per privacy regulations.

Provide technical expertise as required in assigned area.

Assist supervisor in training new staff; contribute to staff performance appraisals.

Offer lead direction to Utility Service Representatives I/II.

Perform duties of Utility Service Representative I/II as required.

Perform other related duties reasonably expected of this classification.

Working Conditions
The position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping. It also requires repeated hand movements and fine coordination on a computer keyboard, near‑ and far‑vision for reading reports, acute hearing for phone service, and the ability to lift and push boxes up to 25 pounds. Some accommodations may be available for qualified individuals needing them.

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 at least one (1) year comparable to Utility Service Representative II or Water Meter Specialist II.

Knowledge

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

Effective customer service standards and techniques, including resolution of 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 payable.

Standard practices and procedures in a billing and customer service office.

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

Record‑keeping and report preparation methods.

Business correspondence grammar, spelling, punctuation.

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 regulations, policies, procedures, and work methods associated with assignments.

Follow written and oral instructions.

Work independently and as part 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 meter usage data sets.

Maintain accurate records.

Learn principles to coordinate and review the work of others.

Compose correspondence.

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

Respond effectively to customer complaints and problems.

Interpret and apply administrative and departmental policies and procedures.

Process detailed paperwork per procedures and policies.

Deal tactfully with the public in person and by telephone when relationships may be strained.

Maintain confidentiality.

Read maps.

Communicate effectively, orally and in writing.

Establish and maintain working relations in the course of work.

Licenses and Certificates

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 related field.

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

Water metering experience.

Some lead worker experience.

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