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UTILITY BILLING REPRESENTATIVE I
Roanoke, VA
Job Description
JOB POSITION: UTILITY BILLING REPRESENTATIVE I
Division: Customer Service & IS
Status: Non-Exempt
Grade: 5
Job Code: 685
Reports to: Utility Billing Supervisor
Date: 07-01-07
Revised Date: 04-01-22
Last Review Date: 04-01-22
SUMMARY OF JOB
Performs a high volume of work of moderate difficulty in bill preparation; resolves
customer service questions about billings/problems/procedures. Performs complex
analysis which requires judgment involving interpretation/application of
departmental policies. Maintains departmental account records/accounting
documentation. Responsible for bringing in reads, Leak report, Bill Print, Winter
Averaging, Morning Reports, and working a route. Reviews a series of daily reports
prior to billing to ensure accuracy. Computes all exceptional billing not handled
during the regular billing routine. Calculates adjustments to customer accounts due
to over-reads/estimations/crossed meters/leaks. Makes contact with customers
concerning high/constant use/occupancy of location by phone, letter or email.
Graduation from high school/GED equivalent supplemented by college level course
work in accounting/information systems/business/bookkeeping or other related
fields; two (2) or more years related experience/training in an automated
environment and customer service experience preferably in utilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes the following. Other duties may be assigned or scheduled.
* Able to complete daily billing responsibilities. Including, but not limited to,
bringing in reads, Leak report, Bill Print, Winter Averaging, Morning Reports, and
working a route.
* Reviews a series of daily reports prior to billing to determine if readings are
missing or inconsistent with normal usage.
* Issues appropriate work orders to ensure accurate billing.
* Computes all exceptional billing not handled during the regular billing routine.
* Calculates adjustments to customer accounts due to over-reads, estimations,
crossed meters and leaks.
* Assists customer service department with billing questions as necessary.
* Contact with customers concerning high or constant use, by phone, letter or
email.
* Contact with customer concerning occupancy of location, by phone, letter or
email.
* Updates customer and location cards to reflect any changes to meters, mailing
address, contact information, etc.
* Files completed work in accordance with department policy.
* Communicates with field staff as needed via email and phone.
* Ability to perform simple maintenance for printers such as filling paper, resolving
paper jams and replacing toner cartridges.
* Special projects as determined by the Billing Supervisor, Billing Manager, or
Customer Service/IT Director.
* Must keep a detailed account of their time and work completed.
SUPERVISORY RESPONSIBILITIES
None.
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 accommodations may be made
to enable individuals with disabilities to perform the essential functions.
* Ability to work with minimal supervision.
* Ability to work safely and obey all safety rules.
* Ability to communicate effectively, both verbal and in writing.
* Ability to establish and maintain effective working relationship with coworkers,
other Water Authority departments and the general public.
* Ability to read and interpret documents such as safety rules, operating and
maintenance instructions, maps and procedure manuals.
* Ability to apply common sense understanding to carry out instructions furnished
in writing, oral or diagram form.
* Ability to work alone or in a team environment.
* Must possess and maintain a good work ethic with a strong emphasis on good
attendance, reporting to work on time, completing job assignments in a timely
manner, maintaining a good work attitude, performing all job duties as assigned
and/or scheduled.
* Ability to handle high levels of stress that may occur at various times during the
week.
* Ability to handle high work volume while meeting deadline and billing schedules.
* Strong knowledge of various software packages such as Microsoft Word and
Excel.
* Ability to add, subtract, multiply, and divide in all units of measure, using whole
numbers, common fractions, and decimals and to compute rate, ratio, and
percent.
* Ability to solve problems involving several concrete variables in standardized
situations.
EDUCATION and/or EXPERIENCE
Graduation from high school or GED equivalent supplemented by college level
course work in accounting, information systems, business, bookkeeping or other
related fields; two (2) or more years related experience and/or training in an
automated environment and customer service experience preferably in utilities or
equivalent combination of education and experience.
CERTIFICATE, LICENSE, REGISTRATION REQUIREMENTS
* Must possess a valid Virginia driver's license or have the ability to obtain one
within 60 days of employment date. No more than six (6) demerit points on
driving record if required to drive Water Authority vehicles.
PHYSICAL DEMANDS OF THE JOB
The physical demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
* While performing the duties of this job, the employee is regularly required to
walk, stand, and sit; use hands to finger, handle or feel; reach with hands and
arms; talk and hear.
* While performing the duties of this job, the employee is occasionally required to
stoop, kneel, crouch, bend, climb, balance, crawl or reach overhead.
* Specific vision abilities required by this job include ability to adjust focus. If
corrective lenses are noted on driver's license, the lenses must be worn when
operating Authority vehicles.
* Repetitive movement using keyboard and/or office equipment is involved.
* Employee must be able to sit for an extended amount of time at a desk or
workstation.
* Employee must regularly lift, carry and/or move up to 10 pounds and
occasionally 45 pounds. Assistance is required on weight amounts above those
listed. Failure to do so could result in injury and denied Worker's Compensation
benefits.
WORK ENVIRONMENT ENCOUNTERED IN THIS JOB
The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
* The noise level in the work environment is usually low.
* Employee is subject to normal work conditions as required in an office setting.
* Employee may occasionally be subject to exposure to moderate or high noise
level, extreme outside weather conditions, uneven, steep, slippery terrain
conditions, dusty conditions and wet and/or humid conditions.
GENERAL STATEMENT AND SELECTION GUIDELINES
The above statements describe the general nature and level of work assigned to in
this job position. They should not be construed as an exhaustive list of all job duties
or tasks performed by personnel so classified.
The following will identify the selection guidelines for job placement:
* WVWA application
* Rating of education, experience, training and qualifications
* Reference checks
* Interview with WVWA management team
* Applicant must pass a pre-employment physical and drug/alcohol test
* A criminal background check and social security number verification will be
performed. The results must match information provided by the applicant on the
WVWA application
* Job related test might be required and would be administered to all applicants
applying for the position
Division: Customer Service & IS
Status: Non-Exempt
Grade: 5
Job Code: 685
Reports to: Utility Billing Supervisor
Date: 07-01-07
Revised Date: 04-01-22
Last Review Date: 04-01-22
SUMMARY OF JOB
Performs a high volume of work of moderate difficulty in bill preparation; resolves
customer service questions about billings/problems/procedures. Performs complex
analysis which requires judgment involving interpretation/application of
departmental policies. Maintains departmental account records/accounting
documentation. Responsible for bringing in reads, Leak report, Bill Print, Winter
Averaging, Morning Reports, and working a route. Reviews a series of daily reports
prior to billing to ensure accuracy. Computes all exceptional billing not handled
during the regular billing routine. Calculates adjustments to customer accounts due
to over-reads/estimations/crossed meters/leaks. Makes contact with customers
concerning high/constant use/occupancy of location by phone, letter or email.
Graduation from high school/GED equivalent supplemented by college level course
work in accounting/information systems/business/bookkeeping or other related
fields; two (2) or more years related experience/training in an automated
environment and customer service experience preferably in utilities.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes the following. Other duties may be assigned or scheduled.
* Able to complete daily billing responsibilities. Including, but not limited to,
bringing in reads, Leak report, Bill Print, Winter Averaging, Morning Reports, and
working a route.
* Reviews a series of daily reports prior to billing to determine if readings are
missing or inconsistent with normal usage.
* Issues appropriate work orders to ensure accurate billing.
* Computes all exceptional billing not handled during the regular billing routine.
* Calculates adjustments to customer accounts due to over-reads, estimations,
crossed meters and leaks.
* Assists customer service department with billing questions as necessary.
* Contact with customers concerning high or constant use, by phone, letter or
email.
* Contact with customer concerning occupancy of location, by phone, letter or
email.
* Updates customer and location cards to reflect any changes to meters, mailing
address, contact information, etc.
* Files completed work in accordance with department policy.
* Communicates with field staff as needed via email and phone.
* Ability to perform simple maintenance for printers such as filling paper, resolving
paper jams and replacing toner cartridges.
* Special projects as determined by the Billing Supervisor, Billing Manager, or
Customer Service/IT Director.
* Must keep a detailed account of their time and work completed.
SUPERVISORY RESPONSIBILITIES
None.
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 accommodations may be made
to enable individuals with disabilities to perform the essential functions.
* Ability to work with minimal supervision.
* Ability to work safely and obey all safety rules.
* Ability to communicate effectively, both verbal and in writing.
* Ability to establish and maintain effective working relationship with coworkers,
other Water Authority departments and the general public.
* Ability to read and interpret documents such as safety rules, operating and
maintenance instructions, maps and procedure manuals.
* Ability to apply common sense understanding to carry out instructions furnished
in writing, oral or diagram form.
* Ability to work alone or in a team environment.
* Must possess and maintain a good work ethic with a strong emphasis on good
attendance, reporting to work on time, completing job assignments in a timely
manner, maintaining a good work attitude, performing all job duties as assigned
and/or scheduled.
* Ability to handle high levels of stress that may occur at various times during the
week.
* Ability to handle high work volume while meeting deadline and billing schedules.
* Strong knowledge of various software packages such as Microsoft Word and
Excel.
* Ability to add, subtract, multiply, and divide in all units of measure, using whole
numbers, common fractions, and decimals and to compute rate, ratio, and
percent.
* Ability to solve problems involving several concrete variables in standardized
situations.
EDUCATION and/or EXPERIENCE
Graduation from high school or GED equivalent supplemented by college level
course work in accounting, information systems, business, bookkeeping or other
related fields; two (2) or more years related experience and/or training in an
automated environment and customer service experience preferably in utilities or
equivalent combination of education and experience.
CERTIFICATE, LICENSE, REGISTRATION REQUIREMENTS
* Must possess a valid Virginia driver's license or have the ability to obtain one
within 60 days of employment date. No more than six (6) demerit points on
driving record if required to drive Water Authority vehicles.
PHYSICAL DEMANDS OF THE JOB
The physical demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
* While performing the duties of this job, the employee is regularly required to
walk, stand, and sit; use hands to finger, handle or feel; reach with hands and
arms; talk and hear.
* While performing the duties of this job, the employee is occasionally required to
stoop, kneel, crouch, bend, climb, balance, crawl or reach overhead.
* Specific vision abilities required by this job include ability to adjust focus. If
corrective lenses are noted on driver's license, the lenses must be worn when
operating Authority vehicles.
* Repetitive movement using keyboard and/or office equipment is involved.
* Employee must be able to sit for an extended amount of time at a desk or
workstation.
* Employee must regularly lift, carry and/or move up to 10 pounds and
occasionally 45 pounds. Assistance is required on weight amounts above those
listed. Failure to do so could result in injury and denied Worker's Compensation
benefits.
WORK ENVIRONMENT ENCOUNTERED IN THIS JOB
The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
* The noise level in the work environment is usually low.
* Employee is subject to normal work conditions as required in an office setting.
* Employee may occasionally be subject to exposure to moderate or high noise
level, extreme outside weather conditions, uneven, steep, slippery terrain
conditions, dusty conditions and wet and/or humid conditions.
GENERAL STATEMENT AND SELECTION GUIDELINES
The above statements describe the general nature and level of work assigned to in
this job position. They should not be construed as an exhaustive list of all job duties
or tasks performed by personnel so classified.
The following will identify the selection guidelines for job placement:
* WVWA application
* Rating of education, experience, training and qualifications
* Reference checks
* Interview with WVWA management team
* Applicant must pass a pre-employment physical and drug/alcohol test
* A criminal background check and social security number verification will be
performed. The results must match information provided by the applicant on the
WVWA application
* Job related test might be required and would be administered to all applicants
applying for the position
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2 years
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