Utility Billing Technician (Mon - Thur)

When you come work for the City of Coconut Creek, although you’re assigned an employee number, you’re not treated like one.  With an average of 10 years of service (some as many as 30-plus!), our employees know they can transform their careers in Coconut Creek, the “Butterfly Capital of the World.”  Today you may be applying to our Meter Service Worker position, but tomorrow that role could lead to endless opportunities! And in the days, months and years in between, you’ll be treated like family and invited to participate in fun events like Public Service Recognition Week, Halloween costume contests, holiday luncheons, wellness fairs, meditation sessions, chair massages, themed dress-up days, charitable causes, and so much more!

The City of Coconut Creek has been spotlighted as one of the “Best Cities to Live in America” by Money Magazine and a Top Ten Place to Live in Florida by Movoto and NerdWallet. Our City is home to the Seminole Casino Coconut Creek, Butterfly World, and the Coconut Creek Promenade. Every one of our business owners and 59,000 residents rely on our awesome 400+ employees. Are you ready to be one of us?

If you are interested in making a difference in the lives of others and serving the public; if you are innovative, progressive, dedicated, and looking for a workplace where you belong, consider applying to join our Coconut Creek family.

GENERAL PURPOSE: 

Performs intermediate-level technical or specialized work in the Finance and Administrative Services department.  Performs routine analytical review, reconciliation, data entry, and clerical tasks related to utility billing. Work is performed under general supervision and exercises some judgment in accordance with well-defined policies, procedures, and techniques.

Hours of Work: Monday through Thursday 7:00 A.M. to 6:00 P.M.; Days and hours are subject to change

Pay: $22.58 per hour, Depending on ExperienceEXAMPLES OF ESSENTIAL FUNCTIONS:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the classification. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Performs customer account setup, maintenance, and closure activities, including service assignments, meter allocations, final billing, refunds, account documentation, work order creation, and related customer correspondence
• Calculates, processes, analyzes, and finalizes recurring utility billing cycles, including validating meter readings, reviewing billing journals and exception reports, resolving discrepancies, and ensuring accurate and timely billing
• Coordinates meter reading activities, validates and reconciles meter data, maintains meter information within the utility billing system, and assists in resolving meter- and equipment-related issues
• Coordinates collection activities for delinquent accounts, including payment follow-up, service discontinuance processing, payment arrangements, and compliance with applicable policies 
• Handles routine and complex customer calls and e-mails regarding leaks, high consumption, discontinuance of service, new accounts, address changes, etc.

• Responds to customer inquiries, makes courtesy calls, and resolves complex account issues involving billing discrepancies, consumption concerns, account maintenance, payment arrangements, adjustments, refunds, service notifications, and related utility services while providing excellent customer service
• Researches and analyzes complex billing, account, consumption, and system issues; identifies anomalies and process improvements; collaborates with other City departments, vendors, and other stakeholders to implement corrective actions and improve business processes
• Identifies issues with the billing system and works in conjunction with Supervisor/Manager and Information Technology personnel to aid in implementing a solution
• Creates payment batches, posts transactions, and interfaces utility billing activity with the City's General Ledger, ensuring financial accuracy and reconciliation 
• Creates and monitors work orders for meter service personnel, meter readers, and Utilities and Engineering staff to ensure timely resolution of service requests
• Assists with the planning, testing, deployment, implementation, and ongoing support of utility billing system enhancements, upgrades, conversions, and other departmental projects 

• Composes, prepares, and edits correspondence, reports, memoranda, and other documents requiring a high degree of accuracy, attention to detail, and independent judgement

• Serves as a backup for cashiering functions as operational needs require
• Performs other related duties as assigned and/or required

MINIMUM QUALIFICATIONS:

High school diploma or GED; supplemented by two (2) or more years’ experience working with a utility billing system in a finance or billing department. 

*The City reserves the right to consider alternate combinations of education, certification, training, and/or experience.

KNOWLEDGE, SKILLS, AND ABILITIES: 

• Strong analytical, critical thinking, and problem-solving skills with the ability to evaluate complex billing, financial, and system-related issues and develop effective solutions
• Knowledge of utility billing systems, business processes, system workflows, and data integrity principles
• Skill in Microsoft Office applications and enterprise software systems, with the ability to quickly learn and adapt to new technologies and system enhancements
• Skill in troubleshooting operational and software issues, identify root causes, and work collaboratively with technical staff, vendors, and internal departments to implement corrective actions
• Skill in providing excellent customer service
• Excellent written and verbal communication skills with the ability to explain technical or billing-related information clearly to customers and staff
• Ability to analyze large volumes of data, identify trends, detect anomalies, and ensure the accuracy and integrity of financial and customer account information
• Ability to prioritize multiple assignments, manage competing deadlines, and perform effectively in a fast-paced, deadline-driven environment while maintaining exceptional attention to detail
• Ability to exercise sound judgment, maintain confidentiality, and make informed decisions with minimal supervision
• Ability to establish and maintain effective working relationships with customers, coworkers, vendors, Information Technology personnel, and other City departments
• Ability to regularly attend work and arrive punctually for designated work schedule 

PHYSICAL REQUIREMENTS: 

Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Tasks may involve extended periods of time at a keyboard or work station.

ENVIRONMENTAL REQUIREMENTS: 

Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.

SENSORY REQUIREMENTS:

Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors.