Utility Services and Parking Technician

Hiring a friendly, knowledgeable voice behind the City’s utilities—helping customers navigate their water, sewer, electric, and parking accounts with confidence and a smile. You’ll spend your days answering phone calls, responding to emails, assisting customers face-to-face, and solving billing questions big and small, all while making complex utility information easy to understand. Whether you’re helping someone set up a new account, explaining a high bill, taking a payment, or tracking down a billing issue, your focus is simple: deliver accurate answers, clear communication, and excellent customer service every time. If you enjoy helping people, staying organized, and being the calm, capable problem-solver customers rely on, this job puts you right at the center of it all.

1. Process utility services and parking bills to include regular, canceled, cycle, final, and special billing according to established deadlines. Investigate and resolve prebilling exceptions. Update manual meter readings and data as needed.

2. Review, audit, and analyze customer billing records; calculate and process billing adjustments as needed. Investigate and resolve problems, including misapplied payments. Transfer billing and collection notices to third-party vendor. Prepare correspondence to customers regarding collection of delinquent bills and coordinate transfer of delinquent accounts to collection agencies.

3. Perform cashiering transactions for bills, deposits, and fees. Perform financial transactions including transferring unpaid balances, deposits, and refunds. Balance and prepare deposit for previous day’s receipts safeguarding substantial cash/check amounts.

4. Provide exceptional internal and external customer service through face-to-face, email, web-based, and telephone interaction. Access appropriate records through proprietary software applications to accurately answer customers inquiries for utility services and parking. Follow-up to ensure customer needs are handled in a timely and efficient manner. Receive, sort, and distribute incoming correspondence. Identify high priority items and notify the appropriate party.

5. Assist customers in completing applications for services, account changes, rebates, online account set-up, maintenance, and billing. Ensure customer questions have been answered and requests have been completed and/or resolved.

6. Perform detailed record analysis to maintain the integrity of the utility billing databases. Maintain and update user account information following standard formats; compile, complete, and distribute standard software reports as assigned.

7. Enter and retrieve work orders, department records, customer records, and service requests. Analyze usage patterns to assist customers with understanding high bills and potential leaks.

8. Create journal entries for utility billing daily activity. Balance billing systems daily activity to the general ledger. Process and run various daily reports including late fees, notices, and ACH transactions. Process, balance, and update electronic files daily and resolve any discrepancies.

9. Prepare final notices, correspondence, and Interactive Voice Response (IVR) contacts regarding termination of service and coordinate with technicians. Process nonsufficient returned items and related collection correspondence and service disconnections. Process bankruptcy filings and final account data transfers to collection agency.

10. Prepare reports and maintain records involving technical data and terminology unique to the function of the department.

11. Perform other such duties and functions as are necessary or incidental to the proper performance of this position.

Graduation from high school or GED certification with a minimum of two (2) years’ experience in customer service and/or accounting environment; or any combination of education, experience, and training as may be acceptable to the hiring authority.

Associate degree in finance/accounting desirable.

• Knowledge of modern office practices, procedures, and equipment.

• Knowledge of City ordinances.

• Knowledge of general bookkeeping and record keeping procedures.

• Knowledge of Microsoft Office applications, including Excel.

• Knowledge of ACH and credit card processing procedures and guidelines.

• Knowledge of methods used to handle, receipt, record, and maintain records of money received and disbursed.

• Ability to make sound judgments in making decisions in accordance with department rules, policies, and regulations.

• Ability to make mathematical computations quickly and accurately.

• Ability to analyze data for patterns and irregularities.

• Ability to deal with the public tactfully and courteously.

• Ability to learn and understand complex and specialized software programs.

• Ability to prioritize work, meet deadlines, and perform in a multitasking environment.

• Ability to establish and maintain effective working relationships.

• Ability to learn the basic components and operations of the water distribution system.

• Possess strong oral and written communication skills.

• Possess strong customer service skills with the ability to remain calm in stressful and sometimes verbally abusive situations.

• Ability to maintain strict confidentiality of sensitive and privileged information.