Utility Billing Clerk

Under general supervision from the Utility Billing Manager, the Utility Billing Clerk receives payments from citizens and posts to accounts, balances the cash drawer, collects envelopes from night drop and posts into the computer, handles customer complaints, and performs other related duties as assigned. The position requires availability before 8 a.m. and after 5 p.m. for setup and shutdown activities. Click here for job description EXAMPLES OF DUTIES AND RESPONSIBILITIES Receives and Posts utility payments into the City’s utility billing system; Post payments from customers, including the night drop, and post them into the accounts; Provides Customer Service, which includes answering telephones and fielding questions, concerns, and complaints from the general public about any City service; Answers customer questions regarding problems with their accounts; Assists customers when their water service is terminated for nonpayment; Liaison for the City’s trash company; Assist with resolving returned checks, drafts, and credit cards; Assists with meter reading proofs for an accurate account of usage; evaluates usage for possible leaks; Creates, updates, and closes work orders for meter technicians; Enters utility billing transfers in the City’s computer system; Works with field staff to notify customers of shut-off deadlines and procedures for turning service back on; Assists with resident inquiries and concerns regarding utilities or other City services; Facilitates and maintains records for payment agreements; Prepares various reports as directed; Posts, processes, and distributes deposit refunds; Calculates and processes penalties, deposits, and late fees for utility billings; Posts utility billing adjustments; Prepares utility shut-off lists and distributes them to field staff; Balances cash drawer each day for deposit; Follows department policies and procedures; Provide front counter and drive-thru services for utility customers and other services throughout the day. OTHER DUTIES Please note that this job description is not designed to cover or create a comprehensive list of duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may need to change to help drive our vision and fulfill our mission. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES Working in a high-paced customer service environment; Skill in interpreting and explaining department policies and procedures; Skill in clear and effective communication with various audiences; Ability to provide and maintain quality customer service to a diverse client base; Ability to perform accurate data entry; Skill in the operation of a 10-key; Demonstrate patience and flexibility in changing job demands and interactions with the public, visitors, and employees; Skilled in communicating with the public to quickly and accurately dispense information orally, in writing, and on the phone with City personnel and the public, at times under emotionally stressful conditions; Highly effective verbal and written communication skills; Excellent organization skills and attention to detail; Strong computer skills, including Excel, and ability to learn and use software; Ability and willingness to work as part of a team, demonstrate team skills, and perform and execute team responsibilities as assigned; Make effective use of time; performing multiple tasks simultaneously; Strong written and oral communication skills. REQUIRED EDUCATION, TRAINING, AND EXPERIENCE High School diploma or GED; Must be 18 years or older; Valid Texas class C driver’s license; Must be able to speak, read, and write in the English language; One year of experience in retail customer service/cashier and/or administrative support. DESIRED KNOWLEDGE, SKILLS, ABILITIES, TRAINING, AND EXPERIENCE Two + years’ experience in a customer service setting, preferably in Utility Billing; Bilingual; Prior city/government experience. NOTE Any work-related experience resulting in acceptable and proven proficiency levels in the above-required knowledge, skills, abilities, education, training, or licensing could be considered as a possible substitute for the above industry-specified training or experience requirements for this position. WORKING CONDITIONS/PHYSICAL REQUIREMENTS Work is primarily performed indoors in a variety of settings. Work is light, requiring the ability to move from one area or location to another frequently. The ability to operate a computer and other office productivity machinery is required. Repetitive finger movement, repetitive twisting, or pressure involving wrists or hands is required; Sedentary work. Exerting up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time; Work with frequent interruptions; Demonstrate patience and flexibility in changing job demands and when interacting with employees, visitors, and the public; May be required to work immediately before, during, or after an emergency or disaster; Ability to maintain emotional control under stress; Effectively communicate, both orally and in written form; Maintain effective working relationships and represent the City in a positive manner at all times while engaged with City staff and Citizenry; Requires the flexibility to work evenings, weekends, and holidays as required; Regular and timely attendance is required for this position; Listen, read, understand, and relay information; Work independently and in groups. In compliance with the Americans with Disabilities Act (ADA), the City of White Settlement offers equal employment opportunities to qualified individuals and strictly prohibits discrimination against qualified individuals based on disability. The City of White Settlement shall provide reasonable accommodation to applicants and employees who are otherwise qualified to perform the essential job duties when doing so does not create an undue hardship for the city. The City of White Settlement provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The City of White Settlement is mandated by federal law to provide a drug-free working environment for the safety of its employees and the public. All employment is contingent upon passing a post-offer employment drug screen and physical, if applicable.