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 Team Leader and Utility Billing/Customer Service Supervisor and is evaluated through conferences, by accuracy of customer service records including timeliness and thoroughness of assigned responsibilities.

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 (maintenance activities may include 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

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 accommodation can be made to enable individuals with disabilities to perform the essential functions. Must be able to multi-task, work at a moderate pace, and learn quickly and efficiently.

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

EDUCATION And/or EXPERIENCE

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.

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Town of Bargersville

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