Administrative Assistant - Utility Billing

About the Department

The Administrative Assistant/Customer Service utility billing-focused position performs routine clerical duties, coordinates utility collections, and provides recordkeeping functions for the City and its customers. This position receives customer inquiries and complaints regarding water consumption, water pressure, meter readings, and water leak problems. The Administrative Assistant is responsible for customer follow-up and preparation of billing adjustments for customer service questions.

The Administrative Assistant is cross trained in all functions of the Utility Billing team creating backup for the essential services provided. The position is also cross trained on the City’s customer service team responsibilities, phone functions, and how to maintain statistical information and databases related to customer service inquiries. The position coordinates business licensing and quarterly Business and Occupation (B&O) tax returns and provides record keeping and customer service functions for the City and its customers.

Position Duties

• Support the relationship between the City of Mercer Island and the constituent population by demonstrating courteous and cooperative behavior when interacting with clients, visitors, and City staff; promote City goals and priorities in compliance with all policies and procedures.
• Provide customer service, information, and assistance to visitors and others doing business with the City; respond to requests for information; assist customers with requests, applications, government forms, and other documents; resolve problems within scope of authority.
• Answer incoming telephone calls and direct the caller to the correct staff member or work group or take and relay messages as appropriate. Respond to emails and/or direct customers to the information or correct staff member.
• Provide primary phone and Finance customer service counter assistance to the public in matters involving utilities, business licenses, parking permits, and other City related information.
• Coordinate monthly delinquent account collection program including preparation and mailing of final notices, shut-off and turn-on orders, establishing and monitoring payment schedules, customer follow-up account research, preparing lien forms, and assisting with collections.
• Oversee the business licenses program in partnership with Washington State Department of Revenue. Tasks include cash receipting, data entry, and maintaining license files.
• General support of quarterly and annual B&O tax returns, receipting, and post all tax monies.
• Reconcile business license and B&O system to general ledger at the end of each month.
• Process receipts and balance cash register each day.
• Cross train with the utility billing functions in the Finance department.
• Become proficient in multiple business systems (Cityworks, TrakIt, QAlert, Inhance, PerfectMind, etc.) to assist customers.
• Open and distribute Finance office mail, files utility field orders and assists the finance department with general office administrative duties.
• Have knowledge/Assist with ordering office supplies for City Hall and managing organization of workroom.
• Have knowledge/Assist with ordering toner supplies and managing service needs for copiers.
• Performs other duties as assigned.

Minimum Qualifications

• High School Graduate/GED. One or more years of clerical experience.
• Knowledge of utility billing procedures, utility collections, and B&O taxes is highly desirable.
• Must have demonstrated skills in basic accounting, 10-key calculator and entering information into a computer system with speed and accuracy.
• Strong written, verbal, and interpersonal communication skills using tact, patience, courtesy, and empathy.
• Experience in providing effective customer service and dealing tactfully and courteously with the public.
• Desire to learn applicable City, State and Federal rules, codes, and regulations as they apply to utility billing and municipal governments in Washington.
• Ability to work independently with minimal guidance, receive and respond well to direction, and work collaboratively with others in a team environment.
• Ability to reconcile assigned general ledger accounts.
• Must demonstrate excellent computer skills in Microsoft Office Suite (Word, Excel, Outlook) and other technology tools including digital cameras, scanners, copiers, multi-line telephones, cellular phones, etc.
• Ability to handle multiple interruptions, prioritize work, remain organized, and maintain accurate documentation.
• Must have demonstrated record of good work attendance.
• Must be able to work well with the public and cooperatively with other staff and departments.
• Ability to communicate clearly and effectively, both verbally and in writing in the English language.
• Ability to follow both verbal and written instructions and procedures in the English language.

• Completion of NIMS ICS-100, 200, and 700, within first six months of employment

Other Qualifications

Most work is performed in office settings with some field work required in cross training. Work activities include combinations of prolonged sitting and/or standing and walking and the ability to lift 35-50 pounds routinely. Must be able to work under stressful conditions at times.

When in the office, work requires hand-eye coordination and fine manipulation skills are necessary to operate computers and various office machinery. Ability to hear and speak clearly both in person and on the telephone are necessary. This role is responsible for opening/closing the Finance counter and interfacing with the public in a professional, timely manner; therefore, punctuality is expected.