Lead Utility Services and Parking Technician

Do you have a talent for working with data, ensuring accuracy, and delivering exceptional customer service? We're looking for a Utility Billing & Parking professional to join our team! In this dynamic role, you'll play a key part in coordinating utility billing and parking operations with a strong focus on billing accuracy, financial reporting, data analysis, and operational support. You'll help ensure bills are processed accurately, reports are timely and reliable, and critical information is available to support sound business decisions.

Just as important, you'll serve as a trusted resource for our customers by answering questions, resolving billing and parking concerns, and providing professional, friendly service with every interaction. If you're detail-oriented, analytical, enjoy solving problems, and take pride in delivering outstanding customer experience while supporting essential City services, we'd love to have you join our team.

1. Direct work and assist in staff training and problem solving related to the duties of Utility Billing and Public Parking. Devise, maintain, and implement uniform work policies regarding procedures, work assignments, schedules, coverage coordination and other productivity issues as assigned.

2. 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.

3. Maintain and configure utility billing system controls utilized by the division. Configure new processes within utility billing and related systems. Write queries and reports for utilization by management and personnel. Train and advise staff on the proper operation and usage of billing system software systems.

4. Work with the billing software vendors to implement and test configuration changes to restricted system controls. Test new software builds, rates, and configuration changes to the system before moving into production.

5. Communicate and track support items through the software vendor’s web-based support portal. Work with the Information Technology Division to troubleshoot, test, and apply minor fixes to hardware related to utility billing functions.

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

7. 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.

8. 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.

9. Receive, sort, and distribute incoming correspondence. Identify high priority items without immediate direction or supervision and notify the appropriate party.

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

11. Answer detailed questions and inquiries regarding policies, ordinances, regulations, services, and billing. Respond to customer inquiries about services and billing; resolve complaints in person, by telephone, or correspondence. Work with customers on payment arrangements and negotiate terms on overdue accounts.

12. Prepare service requests and work orders; will work closely with field technicians resolving customer service issues. Refer complex- and system-related issues to appropriate personnel for resolution.

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

14. 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.

15. Create journal entries for 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.

16. Prepare final notices, correspondence, and Interactive Voice Recognition (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.

17. Prepare reports and maintain records involving technical data and terminology unique to the function of the department. Electronically transfer meter reading from the automated meter reading systems to the billing systems.

18. 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 four (4) years’ experience in customer service and/or accounting and information technology 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 and procedures, including computers and peripherals such as Microsoft Office applications and other related programs.

• Knowledge of City ordinances.

• Knowledge of general bookkeeping and record keeping procedures.

• Knowledge of and skill in using technical software systems.

• 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.