Utility Billing & Customer Specialist

Utility Billing Clerk

Join our team and be the face of reliable service in our community! We're looking for a detail-oriented, customer-focused professional to join our utility billing department. In this key role, you'll be responsible for accurate utility billing, resolving customer inquiries, processing payments, and supporting account management functions.

The starting salary for this position is anticipated to be between $39,772.18 and $45,061.71, depending on qualifications and experience. The full salary range is $39,772.18 and $57,844.75. This position is open until filled, with the first review of applications occurring between October 15th through October 18th.

Position Summary : Perform a variety of accounting, accounts receivable, utility billing, and customer service duties. Provide customer service by assisting customers in person, by telephone, and through email. Process accounts receivable payments, maintain financial records, correspondence, and conduct audits related to utility billing and accounts receivable. Process and deliver new owner packets, support utility billing operations, and provide flexible backup to a variety of Utility Billing functions. Interpret and apply City codes and policies. Work both independently and collaboratively as part of a team under the direction of the Financial Services Manager, following established guidelines and procedures.

Essential Functions :

• Courteously and professionally greets and responds to incoming phone calls through the central telephone system; assist customers in person, on the phone, and through email with questions regarding utility billings, utility fees, services, City codes, and policies; direct calls and customers to the appropriate department or individual; receive and resolve complaints or escalate them as needed. Communicate and listen to customers effectively.
• Daily opening and reconciling of cashiering system. Receive and process utility and monetary payments made to the city through the cashiering system. Perform an annual cash audit for all City cashiering systems. Support the Financial Services Manager in preparing bank reconciliations and deposits from City Hall and satellite cashiering systems. Consolidate daily cash recap totals, ensure accuracy, and balance to Tyler cashiering. Responsible for taking deposits to banking institutions and verifying deposit receipts.
• Act as a back-up for returned items from banks, collect funds to cover the original item plus assessed fees, and redeposit; maintain spreadsheet and file of all returned checks and take appropriate actions on habitual offenders. Prepare and maintain petty cash funds and disburse reimbursements to City employees; balance receipts and cash; process requisitions allocating costs to appropriate City department accounts to replenish the fund.
• Update rates, utility billing information, and forms on the city website. Process new owner packets and send them to customers via email or U.S. Postal Service, submit updated information to the sanitation company. Review and update customer records, including address changes and corrections in Munis, based on National Change of Address (NCOA), Non-CASS (Coding Accuracy Support System), and Locatable Address Conversion System (LACS) reports provided monthly by the printing and mailing contractor. Process return mail and make necessary updates to customer records.
• Provide support for online customer accounts, auto-payment enrollment, and account updates. Act as backup for processing utility billings, delinquent notices, service requests, meter checks, adjustments, and sanitation billing functions.
• Pick up City mail at the post office and distribute it to appropriate departments. Assist with sorting and processing incoming and outgoing mail, including operating and balancing the postage meter.
• When requested by the customer, generate and mail credit balance statements to ensure timely communication of account balances.
• Issuing dog and bike licenses, enter information into the appropriate system ensuring records are maintained accurately.
• Assist other division staff members as necessary to maintain efficient operations and meet established timelines.
• Prepare and maintain computerized and manual records related to customer service activities, account audits, billings, delinquent payments, and accounts.
• Operate a variety of office equipment, including a calculator, postage meter, cashiering system, computer, scanners, copiers, printers, binding machine, and other equipment as assigned.
• Performs other duties as assigned. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

Minimum Qualifications : Graduation from high school or GED. Additional coursework in business, bookkeeping, or accounting is desirable. A combination of at least three (3) years of progressively responsible experience in one or more of the following areas : accounting, cashiering, accounts receivable, billings, collections, and / or professional customer service. Experience in a utility or government setting is preferred but not required. Possess a valid driver's license. Must successfully pass City of Lewiston background check (including references, credit, criminal history, and driving record).

Knowledge & Abilities : Working knowledge of general business office and telephone etiquette, equipment, and procedures; computer operations; record-keeping and basic filing practices; and advanced customer service techniques.

Ability to operate a computer with demonstrated proficiency using databases, word processing, and spreadsheet software applications. Understand and comply with all applicable codes, policies, and procedures; interpret and explain utility billing codes, rates, policies, and procedures. Communicate clearly and professionally to effectively manage difficult customer interactions. Perform complex mathematical calculations with accuracy; apply proper grammar and spelling skills; read and comprehend written documents and instructions; and follow oral instructions effectively.

Consistently display a cooperative attitude and work harmoniously within a team-oriented environment, fostering a positive and productive workplace. Demonstrate professionalism and respect when interacting with City employees, the public and other organizations. Maintain a work environment that supports collaboration, teamwork, and mutual respect. Individuals in this position are expected to contribute to a cohesive and professional work setting and refrain from behaviors that disrupt workplace harmony.

Perform all essential and marginal functions as assigned accurately and in a timely manner. Maintain regular and punctual attendance. Sufficient body mobility, flexibility, balance, and vision, with or without reasonable accommodations, to perform duties in an office environment. Sufficient dexterity of hand and fingers to operate a computer or related equipment.

Working Conditions : The office environment is subject to frequent distractions and noise due to interruptions and ongoing office activities. This position requires extensive interaction with the public, including individuals who may be rude, discourteous, or confrontational. Extended use of computers and office equipment.

Physical activities include sitting, standing, and reaching for extended, though non-continuous, periods of time; operating a computer, calculator, and other office equipment; reaching overhead, above the shoulders, and horizontally; bending at the waist; and moderately lifting or moving components weighing up to 25 pounds. The position also requires sufficient hearing, listening and speaking abilities to exchange information effectively, as well as close and distance vision.