Safety Status: None

SUMMARY Performs utility account (electric, water, sewer and refuse) maintenance, research and collections; processes all types of payments for utility service and general government; assists with basic utility account billing functions; communicates with the public by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Reporting relationships, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position. Other duties may be assigned.

Leads four (4) full-time employees including three (3) Customer Billing Representatives and one (1) Key Accounts Representative.

Leads the monthly preparation of combined service utility bills for approximately 30,000 customer accounts consisting of more than 55,000 validated meter readings with a value of approximately $127,000,000 a year in revenue.

Participates in the examination of meter readings for evidence of irregular conditions, researches accounts and prepares and reviews a portion of the approximately 3,200 work orders prepared each year.

Participates in the management of more than 400 residential and commercial solar power accounts.

Participates in the management of more than 120 large power customers.

Provides information to the Assistant Billing Manager for staff evaluation including coaching, performance correction, and any other staff reporting used for progress tracking and assessment.

Enters information in billing software. Runs reports to validate information entered by team and coordinates with representatives to correct any information that was entered either incorrectly or in the wrong format.

Researches customer complaints and comments, then communicates results to the customer.

Answers phone, email and in-person inquiries about utility accounts and general City information.

Researches customer payments and determines if payments have been properly or misapplied.

Communicates by radio, phone, mail, and email with staff and customers.

Enters information into billing software.

Sets up accounts for average billing, bank drafting, penalty waiver and medical alert programs.

Set-up, transfer and terminate utility service.

Review accounts based on customer request and grant extensions if customer qualifies.

Prepare adjustments to utility accounts.

Enter meter readings.

Orders tests to detect meter malfunctions.

Maintains all aspects of customer utility accounts.

Uses imaging software to archive and for research.

Maintain various files.

Operates office machines and works in a safe manner.

Creates delinquent notices and work orders.

Sets, exchanges and retires meters.

Investigate incorrect billings.

Process payments by phone. Reverse/transfer payments as needed.

Issue refunds for over payments through the auditable billing system.

Calculates charges.

Prints billing statements.

Reviews records for errors causing high or unusual bills.

Assists in preparation of reports for outside agencies.

Maintains an updated list of specific tasks and procedures performed.

SUPERVISORY RESPONSIBILITIES Directly supervises four (4) full-time non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE High school diploma or GED and 5+ years related experience and/ or training; or equivalent combination of education and experience.

LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS Must have demonstrated skills in Microsoft Word, Excel, Outlook or other similar

software and have the ability to learn and operate in a variety of software programs.

CERTIFICATES, LICENSES, REGISTRATIONS Able to be bonded in the State of Arkansas.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.