Utility Billing Services Technician

Utility Billing Services Technician

The City of Medford is seeking a Utility Billing Services Technician to join our Finance team and provide friendly, accurate service to customers throughout the community. This position is a great opportunity for a customer-focused professional who communicates clearly, works confidently with numbers and technology, and takes pride in getting the details right. You'll be part of a collaborative team that helps customers understand and manage their utility accounts while supporting the reliable delivery of essential City services.

Required Education and Experience:

• Graduation from high school or GED equivalent; and
• Two (2) years of clerical, accounting, or billing experience.

Preferred Qualifications:

• Experience processing payments.
• Ability to proficiently use Microsoft Word and Excel.
• Excellent written, verbal, and interpersonal communication skills.
• Demonstrated ability to accurately count and handle money.

This position is part of the AFSCME employee group. The anticipated hiring range for the Utility Billing Services Technician position is $26.04 (first step) to $27.34 or $28.71 (second or third step). The City of Medford determines starting pay based on an evaluation of relevant education, experience, and qualifications as provided by the applicant in their application materials, alongside others who perform work of comparable character consistent with the Oregon Equal Pay Act. Six steps are included in this salary range, allowing opportunity for annual movement through the steps.

Benefits include:

• Medical, vision and dental benefits for employee and family, paid at 100% by the City with the opportunity to buy-up to a lower deductible plan
• Life and Accidental Death and Dismemberment insurance policy value of $50,000 paid by the City
• Long-term disability insurance provided by the City
• Health Reimbursement Account (HRA-VEBA) contributions provided by the City
• Oregon Public Employee Retirement System (PERS) lifetime pension after retirement at no cost to employee
• PERS is 100% fully paid as the City pays both the employer and the employee's (6%) contributions
• Deferred Compensation retirement plan (Section 457 Plan) for employee's retirement planning
• Paid vacation, sick leave, and holidays
• Employee Assistance Program (EAP)
• The City's Wellness Program promotes physical, social, emotional, intellectual, financial and environmental wellness with various goals and challenges to participate in throughout the year. Employees may qualify for wellness incentives by completing milestones set within the program up to $200 annually
• Access to the City's fully equipped fitness center 24/7

Essential Functions of the Position:

• Performs general Customer Service functions including answering phones, account review, processing payments and starting, stopping or moving services.
• Balances and posts daily payment file from outside payment provider.
• Processes and balances utility payments made at the counter, over the phone or through the City's payment processor. Analyzes and properly posts payments that could not be processed by the City's payment processor.
• Determines appropriate street, storm drain, sewer, parks and public safety fees based on customer's classification and Medford Municipal code requirements.
• Processes confidential and secure information associated with establishment of automatic bank drafting, credit worthiness verification, bankruptcies, etc.
• Responds to all voice/email messages left by the customers on the general utility phone line/general utility email address.
• Makes customer account adjustments, ensuring all calculations and receivable codes are correct.
• Provides title payoffs through Conduits for properties that are being sold to collect on any unpaid balances.
• Develops and maintains Standard Operating Procedures for various functions.
• Calculates Winter Quarter Average (WQA) water usage for sewer bills; conducts an annual review of adult foster homes and schools to determine population for street utility fee calculation.
• Notify customers and obtain payment when auto-pay credit cards are declined. Updates customer accounts in billing system to reflect IVR auto-pay enrollment or termination.
• Updates impervious area calculations for storm drain fee to reflect changes to property.

Other Functions of the Position:

• Performs complex special projects to implement new technology, billing system upgrades, etc. Tests changes to make sure there are no adverse impacts to the billing system and/or customer bills.
• Maintains positive relationships with outside vendors such as banks, property management companies, payment processors, bill providers, etc.
• Performs other related projects and duties as assigned.
• Scope of assigned work will depend on departmental structure and is at the discretion of the Supervisor.
• Demonstrates regular, reliable, and punctual attendance.
• Upholds the values of the organization and has strong customer service orientation.
• Handles job stress and interacts effectively with others in the workplace.
• Fosters an environment that embraces diversity, integrity, trust, and respect.
• Is an integral team player, which involves flexibility, cooperation, and communication.

Competencies:

• Customer Orientation - Effective performers attend to customers in a timely manner. They view the organization through the eyes of the customer and go out of their way to anticipate and meet customer needs. They continually seek information and understanding regarding market trends.
• Drive/Energy - Effective performers have a high level of energy and the motivation to sustain it over time. They are ambitious and passionate about their role in the City. They have the stamina and endurance to handle the substantial workload present in today's organizations. They know that a healthy work/life balance is important to sustained energy. They are motivated to maintain a fast pace and continue to produce even in exhausting circumstances.
• Integrity - Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions and foster a work environment where integrity is rewarded.
• Problem Solving/Decision Making - Effective performers are able to identify problems, solve them, act decisively, and show good judgment. They isolate causes from symptoms, and compile information and alternatives to illuminate problems or issues. They involve others as appropriate and gather information from a variety of sources. They find a balance between studying the problem and solving it. They readily commit to action and make decisions that reflect sound judgment.
• Team Player - Effective performers are team oriented. They identify with the larger organizational team and their role within it. They share resources, respond to requests from other parts of the organization, and support larger legitimate organizational agendas as more important than local or personal goals.

Work Environment & Physical Demands:

This position requires indoor, office desk work that includes exposure to regular office noise and distractions, adequate lighting, and regulated HVAC systems in relation to temperature. Routine physical discomforts from prolonged periods of standing or sitting at a desk and focusing on a computer screen may be experienced. Tasks performed include interactions with the public and potential contact to disruptive people. To perform this job successfully, an individual must be able to accomplish each of the essential job functions satisfactorily. This position involves extended periods of sitting and standing, with occasional walking, crouching, bending, stooping, twisting and turning. Adequate hearing, visual acuity, and the ability to communicate verbally are necessary. The employee is regularly required to operate a variety of automated office machines which include a computer, printer, copy machine, telephone, etc.

Applications are only accepted online and must be received by the posted closing date/time. This position is open until filled. For first consideration, apply by August 2, 2026. Selection procedures and timelines subject to change. Use of AI-Generated Content in Employment Applications Employment with the City of Medford can be competitive, often there are many qualified applicants for each open position. We want to see application materials that reflect an applicant's unique personality and that accurately reflect their experience. The use of AI-generated content to complete employment applications and/or supplemental questions is discouraged and may result in disqualification. Each submission will be verified for originality and authenticity. However, AI tools for grammar checking and resume formatting are permitted.

Qualifying veterans and disabled veterans may obtain preference during the hiring and/or promotional selection process. As verification of eligibility, a Discharge from Active Duty (DD Form 214 or 215) must be uploaded with the online employment application. Disabled veterans must also upload a copy of the veteran's disability preference letter