Utility Billing Specialist

A Utility Billing Specialist assists customers with utility billing inquiries, payments, service requests, and billing concerns, while providing exceptional customer service. This position processes transactions, emails, online service requests, performs cashiering functions, refunds payments, maintains accurate customer records, explains utility rates and billing policies, resolves account discrepancies, and collaborates with internal office staff and other City departments to ensure timely, accurate, and efficient utility billing customer service.

Work Location:
This position may be eligible for flexible work arrangements, including hybrid work with some days working remotely and some days working in the office.

The City of Minneapolis does not sponsor applicants for work visas.

1. Provide accurate and timely customer service via phone, email, in-person, and online.
2. Handle difficult situations with tact and professionalism.
3. Investigate and resolve inquiries related to water, sewer, solid waste, recycling, and stormwater billing.
4. Interpret and apply City ordinances, State statutes, and office policies when addressing customer questions.
5. Clearly explain charges on utility bills and how they are incurred.
6. Request billing adjustments or refer cases to appropriate staff for follow-up.
7. Meet established performance standards and goals.
8. Provide billing histories in Excel or PDF upon request.
9. Timely processing of mailed-in payments and returned bank payments and related cashiering functions. 
10. Set up payment plans for past-due balances in line with City policies.
11. Timely processing of all incoming customer correspondences either mailed, emailed, online requested or faxed.
12. Review accounts for debits and credit charges and explain findings to customers.  Request adjustments when necessary. 
13. Refund credit balances to the appropriate customers when needed.
14. Set up payment plans for past-due balances in line with City policies
15. Coordinate with other Public Works departments to verify upcoming service work.
16. Research accounts with pending tax assessments for delinquency and notify customers.
17. Use interpreter services when needed.
18. Assist customers in navigating online portals, setting up automatic payments, and accessing City website resources.
19. Perform other duties as assigned

Working Conditions: 
Regular indoor office environment.

Selection Process:
The selection process will consist of one or more of the following steps: a rating of relevant education and experience (100%). It is important that your application show all the relevant education and experience you possess. This information will be used to determine which candidates will proceed in the selection process. A submitted application is also used to verify the answers to any supplemental questions.  Only those candidates who attain a passing score (70%) on each step in the selection process will be placed on the eligible list. The City of Minneapolis Human Resources Department reserves the right to limit the number in any phase of the selection process.

Background Check:
The City has determined that a criminal background check and/or qualifications check may be necessary for certain positions with this job title. Applicants may be required to sign an informed consent form allowing the City to obtain their criminal history and/or verify their qualifications in connection with the position sought. Applicants who do not sign the informed consent form will not be further considered for the position.

Drug and Alcohol Testing:
All job applicants must pass a pre-employment drug and alcohol test once a conditional offer of employment has been made.  Applicants will be required to sign a notification and consent form prior to undergoing drug and alcohol testing.  Applicants who do not consent to undergo drug and alcohol testing will not be required to do so and the City will withdraw the conditional job offer, resulting in the job applicant no longer being considered for the position.

Union Representation:
This position is represented by a collective bargaining agreement between the City of Minneapolis and the AFSCME General Unit. For more information on the terms and conditions of this agreement please visit: AFSCME General Unit - City of Minneapolis

Eligible List Statement:
The names of applicants who meet minimum qualification and who pass the screening process shall be placed on the eligible list for employment consideration. This list will be certified to the hiring manager who may use the list to fill a vacancy of the same job title. This eligible list will expire 2 months after it has been established.

Interview Selection:
The hiring authority reserves the right to determine the maximum number of candidates to interview from the established eligible list. If the hiring authority decides to interview other than by exam score order, they may select additional people to interview based on a candidate’s education or experience related to the field, work history, or skills uniquely related to the operational needs of the position.

1. Strong knowledge of modern office practices and procedures.
2. Familiarity with City ordinances, State statutes, and department policies related to utility billing.
3. Understanding of billing processes and ability to request accurate account adjustments.
4. Proficiency in departmental systems and PC networks to perform a variety of transactions.
5. Analytical skills to identify and resolve discrepancies in customer accounts.
6. Effective oral and written communication skills.
7. Proficient in Microsoft Word, Excel, and Outlook.
8. Comfortable navigating online portals and guiding customers through technical issues.
9. Ability to manage high call volumes and perform under pressure.
10. Capable of working independently and assessing customer needs.
11. Able to handle phone-based customer service for extended periods.
12. Skilled at multitasking and prioritizing duties in a call center environment.
13. Ability to meet established performance standards.