Description/Distinguishing Features
Under general direction, is responsible for providing utility billing related customer service, maintaining utility records, the processing of utility accounts and billing, and for monitoring the collection of delinquent accounts; performs related work as required. In a fast-paced environment, the employee is responsible for work involving the performance of account-keeping, processing of utility billings, creating and updating customer accounts, and performing collection activities. The position requires checking the condition of accounts, auditing, or related tasks and legal procedures. The job requires work with other departments in the preparation of reports and maintenance of records regarding the City's finances and utilities.
Examples of Duties
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Resolves billing questions and concerns received in person, via phone, or email.
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Processes new account applications, sets up payment plans.
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Maintains regular schedule of billing and collections.
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Generates and reviews computer reports.
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Updates customer records for service requests.
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Creates and updates cycle records for utility billing, assesses penalties, prepares final bill and collection notices, creates packets for refund checks, keeps track of total pieces mailed for mailing services and year-end report; receives information from public relevant to department activities.
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Operates calculator, computers, office machines.
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Furnishes information to public on a variety of matters relating to accounts maintained.
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Investigates bills to determine service activity.
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Communicates with owners, Realtors, landlords, and governmental officials to report delinquency status.
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Prorates, calculates, and adjusts bills for misread meter readings or billing errors.
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Updates information from completed field work and maintains work records.
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Prepares and sends letters to customers referencing needed water meter and service line maintenance.
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Creates work orders for meter reads, customer move in/out, meter maintenance, unusual consumption, and delinquent shut off.
Essential Qualifications
- Considerable knowledge of Utility billing and collection policies and procedures, and legal regulations.
- Experienced in analyzing and problem solving.
- Working skill in maintaining computerized financial record keeping, data systems, and oral and written communications.
- Considerable knowledge of Microsoft Office software including Word and Excel
- Good knowledge of business arithmetic
- Basic knowledge of accounting procedures
- Ability to understand and carry out complex oral and written directions.
- Auditing, general knowledge of data processing procedures.
- Ability to accurately perform in a fast pace, high volume work environment; and the ability to establish and maintain effective working relationships with the general public.
An in-house written test will be provided for this position.
A minimum score of 70% is required to pass.
Acceptable Training and Experience
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Three years account-keeping experience and completion of a standard high school course including or supplemented by courses in typing and bookkeeping.
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Customer service work.
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Excellent organizational skills.
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Excellent written and oral communication skills.
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Or any combination of training and experience which provides the essential knowledge, skills, and abilities.
The City of Kalamazoo is an Equal Opportunity Employer. We are committed to creating a diverse, equitable and inclusive organization where different perspectives and experiences are welcomed and encouraged. Studies have shown that women and people of color, are less likely to apply for jobs unless they meet all of the qualifications listed. The City of Kalamazoo is most interested in finding the best candidate for the job, and that candidate may be one from a less traditional background. If you have transferable experience, please tell us about it. This approach will give each current and potential employee the opportunity to learn, grow and contribute to the City of Kalamazoo.
