Utility Billing Clerk

Position Summary

Under the direction of the Deputy Clerk, the Utility Billing Clerk administers the City’s utility billing and collection functions, maintains accurate customer accounts, and serves as a primary point of contact for residents and utility customers. The position also provides general administrative and customer service support for City operations.

Core Responsibilities

Utility Billing & Collections

· Process regular and final utility billings, including miscellaneous water-use charges.

· Maintain accurate utility customer accounts, including property transfers, service changes, and other account updates.

· Review billing information for accuracy, investigate irregular usage or discrepancies, and coordinate meter verification or leak-related follow-up as needed.

· Process delinquency notices and collection activities in accordance with City policies and procedures.

· Prepare and maintain billing reports, customer correspondence, and other utility-related records.

· Creates monthly newsletter to include with utility bills

Customer Service

· Serve as a primary point of contact for residents and utility customers by phone, email, and in person.

· Answer billing questions, explain account information, process transactions, and assist with service concerns and complaints.

· Handle difficult or sensitive customer interactions professionally, tactfully, and with appropriate confidentiality.

Administrative Support

· Scans documents to Laserfiche.

· Prepares certification of unpaid utility billing and administrative fines.

· Process code enforcement complaints, violation letters, and citations as directed; track cases and maintain related records.

· Oversee special assessment process, reporting, and maintenance.

· Oversees invoicing for accounts receivable.

· Serve as back up to cash receipting.

· Assist with maintenance of the city website and other administrative functions as assigned.

Knowledge, Skills & Abilities

· Ability to understand and apply City utility billing, collection, customer account, and safety policies and procedures.

· Strong mathematical, analytical, and problem-solving skills with the ability to review and reconcile account and financial information accurately.

· Excellent customer service, communication, and interpersonal skills, including the ability to respond professionally to complaints and difficult situations.

· Strong organizational and time-management skills with the ability to manage interruptions, adjust priorities, and maintain accuracy.

· Ability to maintain confidentiality of customer account and credit information.

· Proficiency with computers, spreadsheets, databases, word processing, email, and other office and billing software.

· Ability to maintain accurate files and records and prepare reports, correspondence, and other documents.

Minimum Qualifications

· High school diploma or GED.

· Three to five years of relevant customer service, billing, accounting, clerical, or administrative experience.

· An equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities may be considered.

Licenses & Certifications

No specific license or certification is required. The employee is expected to remain current on applicable software, program, and procedural updates.

Working Conditions

Work is primarily performed in an office environment and involves frequent use of computers, phones, scanners, copiers, mailing equipment, and other standard office equipment. The position requires frequent sitting and standing, repetitive keyboarding, and occasional bending, stooping, kneeling, or squatting. The employee may occasionally lift, carry, push, or pull objects weighing up to 25 pounds. Work requires sustained attention, accuracy, and the ability to manage deadlines and interruptions. The position may occasionally involve interactions with individuals who are upset, hostile, or confrontational.

Citywide Expectations

· Follow City and department policies, procedures, and applicable laws.

· Demonstrate service, integrity, accountability, and professionalism.

· Maintain respectful and cooperative working relationships and support team success.

· Keep the immediate supervisor informed of significant matters affecting assigned responsibilities.

· Represent the City of Crosby professionally in interactions with residents, coworkers, elected officials, agencies, and other outside contacts.

· Perform other duties as assigned that are consistent with the purpose and level of the position.