Utility Billing Clerk
Grade 3- starting at $19/hr
This position, under general direction of the Utility Billing Coordinator, provides comprehensive and professional utility bill processing, cashiering services, routine clerical, secretarial and administrative work, and excellent customer service activities for the Utility Billing Division/Finance Department and the City of O’Fallon, Illinois. Responsibilities include (but are not limited to): unlock/lock doors to the facility, answering phones, greeting customers in person and on phone; process database change requests for new, current or terminating customers; answering routine/complex questions (departmental and resources City-wide); distributing organizational mail; processing departmental mail; processing payments; other applicable bookkeeping activities; performing computer data entry and analysis tasks; creating work orders in coordination with Public Works; assisting with general reception duties; other duties as assigned for the business purpose benefit of the City of O’Fallon.

Essential Duties:

• Take personal responsibility to provide exceptional customer service to promote and maintain a positive City image, constructive working environment, and foster pride and professionalism in the workplace and community.
• Adhere to departmental rules and standard operating procedures as well as City safety policies.
• Review, monitor, and process monthly water and/or sewer account billings and customer usage trends using computer files or other applicable records to compile data.
• Respond to daily utility service change requests from new residents, businesses, and other customers requesting termination, establishment, or transfer of utility service accounts when properties are sold, rented, or vacated.
• Perform utility billing cashiering duties (i.e. - collecting, receiving and processing payments/transactions/adjustments) such as cash, checks, and credit cards as well as balancing and reconciling cash drawer
• Maintains utility records including filing and scanning of documents into Laserfiche for records retention and efficient access
• Processes work orders for utility disconnections, reconnections, new orders, final closeouts, and other public works service requests
• Processes meter reading data, prepares utility bills for service provider, maintains current customer account files, and assists in reconciling utility billing activity with the general ledger
• Identifies and facilitates collection of delinquent utility accounts as determined by existing policy and procedure and pursues collection of delinquent utility accounts, including preparation and mailing of final notices, shut-off and turn-on orders, establishes and monitors payment schedules, customer follow-up account research, preparing liens and write-offs
• Receives telephone calls and citizen visits concerning utility billings or other city services, handles questions and matters of technical nature, and responds to citizen complaints
• Meets and/or exceeds customer service expectations with an unparalleled commitment to excellent customer service and positively promoting and enhancing the services and programs offered by the City of O’Fallon, Illinois.
• Answers central telephone call center, and redirects calls as needed
• Regular and predictable attendance and punctuality
• Processes in-coming/outgoing mail
• Assist the Utility Billing Coordinator in tracking various trends or productivity by analyzing data and creating and maintaining spreadsheets or databases
• Register voters in coordination with the Clerk’s office as required
• Contribute to a positive group environment by complying with policies, assisting co-workers with daily activities and special projects as needed, sharing information/knowledge/skills, participating in proactive team efforts to achieve departmental and City-wide goals
• Performs various other duties and functions as required or assigned within area of expertise or scope of the position

Requires:
Education and Experience:
1. High school diploma or equivalent, some college level accounting preferred, and:
2. One-to-two years of progressively more responsible related work experience.
3. Experience in customer service would be desirable.
4. Other equivalent combination of education and experience may be considered.
Knowledge, Skills, and Abilities:
Knowledge of:
1. Standard business practices, policies, and procedures
2. Proficient knowledge in personal computer skills, electronic mail, record keeping, spreadsheet and database activity, and word processing
3. Cash handling practices including the ability to make change without a cash register
4. File maintenance and organizational skills
5. Modern administrative and clerical procedures and systems such as word processing systems, filing and records management systems, proprietary software, and other office procedures, equipment, and terminology
6. Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
7. Relevant accounting-oriented, legal and technical terminology encountered in the course of work
Ability to:
1. Maintain a positive attitude; demonstrate a commitment to City goals and values, and to exhibit a positive overall customer service-oriented manner and a willingness to work together in a team environment
2. Communicate strongly both orally and in writing
3. Handle confidential customer information and materials in an ethical, professional manner
4. Remain calm and adhere to excellent customer service practices under pressure of multiple competing deadlines, noise level in work environment and working with upset customers
5. Proofread and edit documents for correct grammar, spelling, sentence structure, punctuation, tone & content
6. Establish and maintain effective working relationships with co-workers and the public
7. Perform and accomplish requirements of the job using appropriate general office equipment (i.e., fax machine, scanner, copy machine, calculator/adding machine, multi-function telephone)
8. Perform arithmetic computations accurately and quickly and make change without a cash register
9. Use basic computer word processing, presentation and spreadsheet/database management applications (i.e., Microsoft Word/PowerPoint/Access/Excel applications)
10. Comprehend and make inferences from written materials
11. Understand, interpret, explain, and apply relevant policies, procedures, and regulations
12. Perform light physical work exerting up to 10 pounds on a frequent basis and up to 30 pounds on an occasional basis; perform such activities as fingering, grasping, lifting, and reaching, crouching and repetitive tasks
13. Recognize and respect diversity and work effectively with peoples of other cultur

• Take personal responsibility to provide exceptional customer service to promote and maintain a positive City image, constructive working environment, and foster pride and professionalism in the workplace and community.
• Adhere to departmental rules and standard operating procedures as well as City safety policies.
• Review, monitor, and process monthly water and/or sewer account billings and customer usage trends using computer files or other applicable records to compile data.
• Respond to daily utility service change requests from new residents, businesses, and other customers requesting termination, establishment, or transfer of utility service accounts when properties are sold, rented, or vacated.
• Perform utility billing cashiering duties (i.e. - collecting, receiving and processing payments/transactions/adjustments) such as cash, checks, and credit cards as well as balancing and reconciling cash drawer
• Maintains utility records including filing and scanning of documents into Laserfiche for records retention and efficient access
• Processes work orders for utility disconnections, reconnections, new orders, final closeouts, and other public works service requests
• Processes meter reading data, prepares utility bills for service provider, maintains current customer account files, and assists in reconciling utility billing activity with the general ledger
• Identifies and facilitates collection of delinquent utility accounts as determined by existing policy and procedure and pursues collection of delinquent utility accounts, including preparation and mailing of final notices, shut-off and turn-on orders, establishes and monitors payment schedules, customer follow-up account research, preparing liens and write-offs
• Receives telephone calls and citizen visits concerning utility billings or other city services, handles questions and matters of technical nature, and responds to citizen complaints
• Meets and/or exceeds customer service expectations with an unparalleled commitment to excellent customer service and positively promoting and enhancing the services and programs offered by the City of O’Fallon, Illinois.
• Answers central telephone call center, and redirects calls as needed
• Regular and predictable attendance and punctuality
• Processes in-coming/outgoing mail
• Assist the Utility Billing Coordinator in tracking various trends or productivity by analyzing data and creating and maintaining spreadsheets or databases
• Register voters in coordination with the Clerk’s office as required
• Contribute to a positive group environment by complying with policies, assisting co-workers with daily activities and special projects as needed, sharing information/knowledge/skills, participating in proactive team efforts to achieve departmental and City-wide goals
• Performs various other duties and functions as required or assigned within area of expertise or scope of the positio