Utilities Billing Specialist

SUMMARY 
The Utilities Billing Specialist role is expected to work within a fast paced, high-call volume environment serving Bargersville Utility customers and acting as the cashier for all Bargersville customers. This position requires accuracy, attention to detail, ability to handle a wide variety of tasks and a desire to help create a positive customer-oriented atmosphere. Work is performed under regular supervision of the Utility Billing Senior Team Lead and is evaluated by accuracy of customer service records including timeliness and thoroughness of assigned responsibilities.

The pay for this position is between $18-23 per hour.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform cashiering services for all Town of Bargersville customers
• Instruct, assist and guide customers in payment methods, options, and requirements
• Respond to internal and external customer communications
• Communicate in person, by phone and through electronic communications daily 
• Prepare, interpret, and explain , charges, policies, procedures, specials programs, rates, etc... 
• Understand, research, and explain business and process changes that affect these items
• Research, investigate general to moderately complex billing questions, problems, and issues to determine resolution and follow through to completion
• Prioritize and execute to completion multiple tasks/assignments that come into the team simultaneously
• Understand when and how to escalate customer issues to the Team Leader or their direct assignee
• Develop escalation packets and be able to maintain customer service updates and final escalation resolution communications
• Create/Manage Utility customer accounts
• Perform data entry of utility information into software system in a timely and accurate manner
• Account maintenance throughout each account interaction with the software, including payment arrangements, customer changes, email updates, returned mail processing, address updates etc…
• Create, maintain and close service orders
• Communicate with correct departments when requesting service for Water or Electric utilities
• Navigate multiple programs to perform job successfully (Tyler ERP Pro 10; Tantalus; OMS; Outlook, Teams; Daupler; SharePoint; more as needed)
• Flexibility in schedule to work on call schedule and early/late hours or a different schedule as needed
• Other duties as assigned or needed

QUALIFICATIONS

• High School Diploma or GED equivalent required; technical school or college classes/certificates preferred
• Minimum one-year related experience and/or training or equivalent combination of education and experience
• Must possess exceptional level of professionalism; ability to use considerable judgment, initiative, tact, and courtesy in fast paced environment
• Excellent communication skills; able to effectively communicate with all levels of management and customers
• Strong active listening skills; gives full attention to others, takes time to understand, ask questions when appropriate, monitor interruptions, etc
• Excellent time management and organizational skills to ensure assigned responsibilities are completed in an efficient and timely manner
• Strong attention to detail; ability to work both independently and as a team 
• Critical thinking skills; can grasp concepts quickly and make sound judgement with sometimes ambiguous information
• Excellent follow-through; adheres to work schedule and follows through on challenges as they arise
• Above average mathematical skills; must post and make mathematical computations rapidly and accurately, which includes handling payment transactions