Utility Account Specialist

About the Department

The City of Waukee is looking for an Utility Account Specialist to provide exceptional customer service while maintaining the integrity of all municipal water/wastewater and solid waste billing, documentation and reports assuring that all transactions are recorded, accounted for and acted upon in a complete and timely manner.

Position Duties

ESSENTIAL FUNCTIONS:
            (Order of Essential Functions does not indicate importance of functions.)

• Answers questions and supplies requested information to customers related to all aspects of City utilities.
• Sets up new accounts with applicable services and ensures all utilities are being accurately billed to appropriate properties.   
• Generates and mails bills timely.  Tracks and maintains required bill insert schedules.
• Receives and processes utility payments daily, updating appropriate utility accounts.   Maintains automatic bank payment information for customer accounts; prepares and reconciles monthly automated payments.
• Monitors delinquent accounts, prepares delinquent notices, and notifies proper individuals of accounts to be shut off, and makes arrangements for resumption of services.  Files liens on properties with unpaid balances as necessary. Maintains routine collection efforts on all final utility accounts.
• Assists with the preparation of City records, schedules, work papers, required reports. 
• Learns utility billing and financial software to fullest extent, and implements all necessary features.
• Sells portable meters maintaining records that include serial numbers and dates of installation.
• Provides necessary information for utility field workers to assist with completion of their daily tasks and service orders.
• Performs other duties or assumes other responsibilities as apparent or assigned.

SUCCESS FACTORS:

• Establish clear, open-minded, trustworthy, bias-free and customer-focused communication to ensure a welcoming and inclusive environment. Interacts effectively, professionally, and tactfully with the general public.
• Safeguard confidential information and uses it or discloses it only as expressly authorized or specifically required in the course of performing specific job duties.
• Perform in a self-directed manner.
• Perform a wide variety of duties and responsibilities with accuracy, and speed, while under the pressure of time sensitive deadlines.
• Relate to routine operations in a manner that is consistent with existing solutions to problems; to conform to established policies and procedures.
• Develop and maintain good relationships with other city departments.
• Continually seek and accept opportunities for personal and professional growth.
• Attentive to the City’s standards for customer service, accuracy, quality, efficiency and all City policies and procedures ensuring that all work meets those standards.

Minimum Qualifications

QUALIFICATIONS:

• Associate’s Degree in Accounting, Business or related filed plus one (1) year related work experience.  Equivalent work experience may be substituted in lieu of Associate’s degree. Public sector experience preferred.
• Successful experience in customer service.
• Confident in the use of computers and tablets and able to be trained in finance software required to complete the functions of the position.
• Ability to compile information and to prepare reports.  

Other Qualifications

PHYSICAL REQUIREMENTS:

• Able to lift, carry, push and pull up to 10 pounds occasionally.
• Able to function productively in a standard office environment accessing cabinets, shelving, work areas and office equipment.
• Able to sit for long periods of time and to maintain focus on project such as computer screen.
• Able to effectively communicate orally (in person and over the telephone) and in writing (using electronic devices and handwritten) in English with other employees and the community.

 
WORKING CONDITIONS:

• Climate controlled office with hazards typical to that environment.
• Will be located in a multi-person office space with challenges and distractions typical to that environment.
• Average work hours will be 40 hours per week between 7:00 AM – 6:00 PM Monday through Friday.
• To successfully fulfill the essential functions of this position, employee must maintain standard work hours within Waukee City Hall.
• There is no residency requirement for this position.

Provides municipal services and public infrastructure in Waukee, Iowa.