Billing - Account Clerk
Job Title: Billing – Account Clerk
Reports To: Billing Manager
Open Date: July 18, 2022
Close Date: Open Until Filled
Hiring Salary: $16.25 - $20.78 per hour, DOE
Salary Range: $16.25 - $24.39 per hour, DOE
Job Summary: Performs a variety of financial functions to support the Utility Billing operation. The principal function of an employee in this class is financial data entry, verification and reconciliation of account balances, and handling customer transactions and inquiries. Incumbents may be required to research accounts, prepare work sheets or spreadsheets, and apply bookkeeping methods and procedures to reconcile and balance accounts. Performance of all account clerk functions is expected as the incumbents will be on a rotation schedule to perform the specialized areas. The work is performed under the direct supervision of the Lead Account Clerk, but some leeway is given to exercise independent judgement.
Essential Duties & Responsibilities: Assists customers in person, on the phone, and in writing with payments, policy and procedure questions, research, and a variety of inquiries about both the City in general and the City Water and Sewer Departments; Deal with difficult customer service problems resulting from Utility service termination due to nonpayment; Use computer skills to enter, retrieve, and edit financial data and prepare work/spread sheets and other documents; Responds to all internal and external customers, (City employees, other governmental representatives, business organizations, community groups and/or the public), with respect and in a courteous and friendly manner to promote a service orientation; Communicates with others to maximize the effectiveness and efficiency of interdepartmental operations; Keeps billing manager and designated others fully and accurately informed concerning work progress, including present and potential work problems; Researches problems on accounts, determines source and gathers information. Front Desk Cashiering/Data Entry Sits in reception area at front desk assisting customers, enters utility payments received at counter and in the mail into the Utility Billing system and retains all documentation for voids for all cash receipt entries; Receives, opens, sorts, separates checks from invoices, runs check tapes and distributes incoming mail; 2 Maintains and balances a cash drawer; Scans checks and cash receipts for digital storage; Maintains customer files including any required changes. Assessments Receives assessments requests from title companies and reviews monthly to settle any unpaid/nonrefunded assessments; Prepares, maintains, and reconciles subsidiary computerized ledgers and/or manual files for Escrow utility account assessments and terminated accounts; Inputs service orders into billing system for meter reading and files service orders and assessments; Prints and files termination orders and sends terminations orders to title companies; Acts as back up for entering checks and cash into the billing system, opening and sorting mail, running check tapes and answering phone; Makes payment arrangements and runs month end reports for accounting; Provides immediate backup at the front counter assisting customers, enters utility payments received at counter and retains all documentation for voids for all cash receipt entries; Maintains and balances a shared cash drawer. Rental Property Processes Process rental billing directive forms and management contracts; Creates and maintain documentation for necessary billing, billing adjustments, payment adjustments with regards to rentals; Prepares entries for manually billed renter’s administrative fees and sets up new customers as needed; Communicates with property managers and owners to ensure that billing is to the correct customer; Inputs service orders into the billing system for meter reading and files service orders and renter directive forms; Acts as back up for entering checks and cash into the billing system, opening and sorting mail, running checks tapes and answering phone; Makes payment arrangements and runs month end reports for accounting; Provides immediate backup at the front counter assisting customers, enters utility payments received at counter and retains all documentation for voids for all cash receipt entries; 3 Maintains and balances a shared cash drawer; Backs up other clerks as needed or required; Performs other duties as assigned or needed.
Job Specifications: High School Diploma or equivalent; with at least two years’ experience in customer service with emphasis on de-escalation (preferred combination of in person and on phone); 2 years’ Experience using computer software to enter, retrieve, and edit data; 1-year payment processing and/or cash handling or any equivalent combination of experience and training which provides the knowledge, skills and abilities necessary to perform the work; Preferable one year post high school, college or trade school booking or accounting; Good knowledge of general office practices/procedures and financial record keeping methods; Should be able to perform 10 key by touch.
Knowledge, Skills & Abilities: Knowledge of pertinent Federal, State and local laws, and regulations; Knowledge of computerized billing systems at a moderate level and experience using personal computers to enter, retrieve, and edit spreadsheets; Knowledge of records administration and maintenance techniques and procedures; Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar; Knowledge sufficient to operate standard office equipment including computer, copier; Skills in conflict resolution, collaboration and proactive engagement; Skills in resiliency, policies, and positive customer service; Skill in use of Microsoft Office Professional software and programs, i.e. Word, Excel, and Outlook at a moderate level; Skill in data entry with minimal errors; Skill in editing documents for accuracy, clarity, and correct grammar; Skill in communicating effectively with others, both orally and in writing, using both technical and nontechnical language for the needs of the audience; Skill in managing own time and the time of others; 4 Skill in completing assignments accurately and with attention to detail; Ability to handle customer complaints skillfully and respectfully; Ability to work and deal with a wide range of individuals with professional composure; Ability with managing situations in which the individual may be upset; Ability to work effectively with frequent interruptions in a team environment as a team player; Ability to collaborate with others and adapt to changes; Ability to provide sound information, guidance and recommendations to the department heads, and others; Ability to analyze and interpret financial and non-financial data, draw conclusions, and prepare clear and concise reports/recommendations; Ability to analyze problems, discern and resolve discrepancies, identify solutions, project consequences of proposed actions, and make recommendations accordingly; Ability to understand and follow oral and/or written policies, procedures, and instructions; Ability to use logical and creative thought process to develop solutions according to written specifications and/or instructions.
Work Environment and Physical Demands: Work is performed primarily in an office environment with moderate noise level. The employee in this class is frequently subject to inside environmental conditions which provide protection from weather conditions but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions; Constantly requires sitting at a desk for long periods of time, up to 8 hours and ability to lift up to 20 lbs.; Constantly requires clarity of speech and hearing, which permits the employee to communicate effectively; Constantly requires clear vision to read printed materials and computer screen to accomplish work; Constantly requires repetitive movement of the wrists, hands, and/or fingers; Constantly requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.
Travel Requirements: Local travel is occasionally required via City vehicle.