Posting number: 1108
Department: Billing & Collections
Job classification: Billing Collections Specialist I – Utility Billing
Posting type: Open
Categories: Customer Service
General Description
The purpose of this class within the organization is to maintain the accuracy of water service accounts for the City by researching inquires or complaints concerning water service or changes and authorizing adjustments in billing.
Ensure compliance with City and State laws and regulations, and maintenance of the City’s water service roll under the direction of the Operations Manager of Utility Billing.
Duties and Responsibilities
The functions listed below are those that represent the majority of the time spent working in this job/class. Management may assign additional functions related to the type of work of the job/class as necessary.
Essential Functions:
Provide positive customer service and answer inquiries in person, by phone and by email to all internal and external customers to receive orders for installation, turn-on, discontinuance, or change in service.
Responsible for analyzing and researching accounts and resolving account issues that have errors by determining the cause of the error and making the needed corrections.
Collects, enters, and posts confidential personal data and fees for water service applicants.
Maintains proper handling practices and a high degree of accuracy with confidential personal data.
Resolves complaints from customers about water service and/or bills.
Researches and authorizes necessary adjustments on customer accounts when complaints prove well-founded.
Takes orders for new services and explains bill process to new customers.
Gathers data and documentation for water, sewer, and refuse.
Requests special meter readings when needed for high bills, suspected leaks, etc.
Assists department with special projects that arise.
Additional Duties
Determines charges for service requested and explains reasons for charges.
Obtains and examines all relevant information in order to assess validity of complaints and determines possible causes, such as extreme weather conditions that could increase utility bills.
Responsibilities, Requirements and Impacts
Data Responsibility:
Data Responsibility refers to information, knowledge, and conceptions obtained by observation, investigation, interpretation, visualization, and mental creation. Data are intangible and include numbers, words, symbols, ideas, concepts, and oral verbalizations.
Collects, classifies or formats data or information in accordance with a prescribed schema or plan to facilitate the identification and extraction of useful information.
People Responsibility:
People include co-workers, workers in other areas or agencies and the general public.
Serves others such as customers, attends to their requests and exchanges information with them.
Asset Responsibility:
Assets responsibility refers to the responsibility for achieving economies or preventing loss within the organization.
Requires minimum responsibility for only small quantities of low cost items or supplies where opportunities for achieving economies or preventing loss are negligible.
Minimum Education and Experience Requirements:
Requires High School Graduation or GED equivalent.
Requires three years clerical experience involving public contact and customer service, preferably including one (1) year of clerical figure work experience.
Preferred Qualifications
Experience working for a local or state government agency.
Working knowledge of spreadsheets or Microsoft Excel, Word, and Outlook. Familiarity with Bright Municipal Utility Software or database software.
Petersburg, Virginia, a city rich in history, is dedicated to providing superior services and promoting community pride. Petersburg is located in central eastern Virginia and is about 25 miles south of Richmond, the state capitol. The city is strategically located at the fall line of the Appomattox River. The city received its charter in 1748 and became a City in 1850. During the colonial period, Petersburg was the home of Fort Henry, and was the center for transportation and commercial activities. As the railroad developed in the 1830’s, Petersburg became a major transfer point. The city was also a key asset to Union plans during the Civil War to capture Richmond.. Now, Petersburg is home to Fort Lee and the United States Army’s Sustainment Center of Excellence.
