Billing and Customer Solutions Specialist for GRUCom

Make a difference in the community you live in! As a Community Builder—an employee with the City of Gainesville— you will have a direct hand in building and improving your community and making a visible impact on the lives of your neighbors. Working for local government is more than a job, it’s a chance to contribute to community success and to help enhance the Gainesville way of life.

Job Description:

SUMMARY

This is complex, skilled and responsible work assisting customers, internal and external in planning and accessing a variety of services or coordinating operational customer service activities.  Also, includes complex utility billing functions and/or customer solutions activities, including but not limited to, analyzing meter readings, analyzing and resolving billing issues, coordinating operational customers’ service activities, maintenance of customer and financial databases and records and other complex financial and records functions, and analyzing written business agreements and contracts for utility billing and utility record keeping.

Positions allocated to this classification reports to a designated supervisor and work under limited supervision.  Work in this class is distinguished from other classes by its emphasis on high level customer service skills and/or technical utility billing work in a multiple service environment.

EXAMPLES OF WORK

This section of the job description is not intended to be a comprehensive list of duties and responsibilities of the position.  The omission of a specific job function does not absolve an employee from being required to perform additional tasks incidental to or inherent in the job.  Performance of lower-level duties may be required.

ESSENTIAL JOB FUNCTIONS

General (all areas):

Serves as primary contact for customers, elected officials and agencies, City employees, and clients to answer, screen, research, inform, advise, process and follow-up all customer requests efficiently.

Handles inquiries, complaints, and requests.

Analyzes customer information to determine deposit requirement.

Independently analyzes and/or reconciles complex utility accounting and/or billing system problems.

Performs front-end editing of Customer Information System (CIS) data to ensure accuracy and resolve issues.

Calculates, prepares and issues basic and routine bills, invoices, account statements and other financial statements according to established procedures.

Prepares, prints and verifies accuracy with processing refund checks and/or credit balances.

Handles delinquent accounts and resolves customer account disputes.

Creates service on/off work orders and coordinates with field personnel to ensure timely completion.

Verifies correctness of data input for accurate processing using data reports.

Interacts with other departments to ensure appropriate billing of utility services to customers.

Learns and complies with organizational, Federal and state policies, procedures, and regulations.

Assists in emergency storm situations for service restoration.

Correctly applies policies and procedures pertaining to the specific work area.

Acts as liaison both internally and externally.

Participates in meetings and prepares reports as requested.

Attends work on a continuous and regular basis.

GRU Customer Operations:

Analyzes meter reading exception reports and obtains readings.

Performs basic and routine financial calculations, such as, stop meters, cross meters, amounts due, interest charges, balances and discounts.

GRUCom:

Analyzes contracts and service agreements to determine classifications, charges, terms and conditions.

Performs basic and routine financial calculations, such as, service charges, prorations, amounts due, interest charges, balances and discounts.

EDUCATION AND EXPERIENCE

Graduation from an accredited high school or possession of an acceptable equivalency diploma; and three (3) years of progressively responsible experience in utility billing and public contact or customer service relations(consistent with the needs of the hiring department); or

An Associate degree from an accredited college or university with major course work in business administration, public administration, public relations, accounting, finance, or related field; and one (1) year of progressively responsible experience in utility billing and public contact or customer service relations (consistent with the needs of the hiring department); or

A Bachelor degree from an accredited college or university with major course work in business administration, public administration, public relations, accounting, finance, or related field.

CERTIFICATIONS OR LICENSES

None.