Apply on Employer Site

NEOGOV · 8 hours ago

Senior Utility Billing Representative

Lacey, WA

Full-time

Onsite

Mid, Senior Level

$6,475.89/mo - $7,693.04/mo

3+ years exp

NEOGOV is a company under the City of Lacey that is looking for a Senior Utility Billing Representative. This role involves leading the Utility Billing Representatives, ensuring compliance with departmental policies, and managing daily operations related to utility billing and customer service.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

Supervises, leads and directs the Utility Billing Representatives, including recruiting, screening, selecting, training, scheduling, and evaluating full-time staff

Provide leadership and guidance to the Utility Billing Representatives, which includes assigning priorities, balancing workloads and monitoring performance

Responsible for ensuring that the Utility Billing Representatives team regularly performs at high levels that meet the City's standards for customer service, technical skills, interpersonal behaviors, and customer contacts

Assists with developing and coordinating the implementation of Utility Billing section policies

Serves as the technical and procedural expert for complex billing, collections and customer account issues

Trains and mentors Utility Billing Representatives in advanced billing processes, system functionality and customer service standards

Oversee the customer service operations of the Utility Billing Section and ensure compliance with City and departmental policies

Handle escalated and sensitive customer cases, including high-bill disputes, leak adjustments and payment plan negotiations. Informs Finance management team of any significant elevated issues that arise with customers

Ensures that the Utility Billing Representatives are efficient in scheduling of work time and use of equipment, and that all safety methods and procedures are consistently observed

Monitors day-to-day operations in the section, anticipates and troubleshoots problems where needed for the section team

As assigned, prioritizes and schedules daily work to be performed. Schedules personnel, assigns work, ensures counter and phone coverage, and frequently participates as a working member of the team on the more significant projects providing on-site direction and performing the more complex functions of the job, and when staffing levels are low, to maintain minimum service levels

Regularly takes initiative in recommending changes in work methods, policies, and procedures to improve levels of service delivery and improve process efficiencies

Responsible for preparing and posting payment reversals, adjustments, and collections procedures, as assigned

Oversee daily payment processing, deposits and account reconciliation to ensure compliance with fiscal policies

Oversees delinquency shut-off process and the flow of work from office staff to AMI Technicians

Research problem utility accounts in a timely manner

Provide metrics as requested

Provides regular updates on the projects in process, workflows, and training opportunities within the Customer Service section the Utility Billing division

Perform internal control tasks including review of leak adjustments, discount applications, payment plans, and other documents

Works with metering software to identify tampers and customer leaks

Perform Utility Billing Representative duties as needed during staff shortages or high-volume periods

Special projects as assigned

Qualification

SupervisionUtility BillingCustomer ServiceMicrosoft ExcelFinancial ManagementLeadershipCommunicationProblem Solving

Required

High School Diploma or equivalent AND three (3) years of increasingly responsible work experience in a financial office environment with customer support emphasis OR in an accounting function such as bookkeeping or financial management OR in similar work environment relating to the assigned activities in Utility Billing

Must also have at least one (1) year of work experience which demonstrates the ability to lead or mentor, plan work assignments, and assume responsibility in work situations which may have been obtained current

Must pass a background investigation (including financial background investigation) and successfully complete reference checks

Must maintain a level of physical and mental fitness necessary to perform the essential functions of the position, with or without a reasonable accommodation

Must be attentive to job safety considerations and follows all required safety policies, procedures and techniques

Must possess a valid Washington State driver's license at time of hire OR must obtain within 30 days from date of hire and must have a driving record acceptable to the City and the City's insurance carrier; OR must be able to provide own transportation to and from job, meetings, and related job sites

Verification of identity and United States work authorization must be complete a required by the Immigration Reform and Control Act

Preferred

Public Sector working experience

Associate's degree in accounting, bookkeeping, finance, or a closely related field

Experience working in Utility Billing in public agency

Intermediate experience using Microsoft Excel

Benefits

Medical - Choice of Regence BlueShield (PPO) or Kaiser Permanente (HMO) plans offered through the Association of Washington Cities (AWC) Trust.

Vision - VSP with low co-pays

Dental – Choice of Willamette or Delta Dental plans and orthodontia coverage.

Employee Assistance Program (EAP) – Program that provides resources to employees, their immediate family (including dependent children) and anyone living in the employee’s household.

Employer paid life insurance plan

Employer paid long term disability plan

Employer paid accidental death and dismemberment plan

Vacation (which increases with years of service)

11 Paid Holidays

Floating Holidays

8 Hours Sick Leave on Accrual Basis Per Month

Jury Duty/Military Leave

Bereavement Leave

State retirement pension plan – Includes employer paid contributions to the State of Washington State Department of Retirement Systems (DRS)

457 Deferred Compensation (voluntary)- two options MissionSquare and DRS

Social Security benefit (for Public Employee Retirement Systems (PERS) covered staff)

HRA/VEBA plan- A designated monthly amount (a City and/or employee contribution) is paid into a Health Reimbursement Arrangement (HRA) VEBA account.

1% Benefit - Employer provides a 1% contribution of your monthly salary pre-tax towards two options; 1) applied to insurance premium amount owed for dependent coverage or invested into a 457 deferred compensation account; OR a cash disbursement amount applied to your check monthly but the amount is taxed.

Optional plans for additional life insurance, disability, and accident coverage

Flexible Spending Account (FSA) Plan - employees can contribute pre-tax contributions toward IRS allowed, qualifying medical and/or daycare expenses.

The City has a robust employee Wellness program that offers a variety of resources and activities for employee well-being.

In recognition of Commute Trip reduction efforts, the City of Lacey provides flexible and alternative work schedules for many of our workforce positions.

The City promotes a learning environment and encourages opportunities for employees to continue to grow in their positions and careers. The City offers tuition reimbursement (as outline in City Personnel Policies) for eligible employees.

Employees are also eligible to apply to The Public Service Loan Forgiveness Program.