Key Accounts Representative

SUMMARY

With primary focus on the City’s largest and most complicated customers, performs utility account (electric, water, sewer and refuse) maintenance and research; billing of electric, water, sewer and refuse services to customers of the City of Bentonville; processes payments for utility service by phone and through the internet; communicates with the public by performing the following duties.

The four (4) largest customers amount to 9.75% of the utility’s revenue.

The four (4) wholesale customers each have special contracts that have to be individually monitored.

The large electric rate classes have complicated rates requiring the calculation of power factors and uses special modifications to the billing system.

The largest and most complicated customers prefer having a contact to assist with the inquiries and resolve any issues that arise.

(Reporting relationship, work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements. Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position.) Other duties may be assigned.

• Participates in the monthly preparation of combined service utility bills for approximately 30,000 customer accounts consisting of more than 55,000 validated meter readings with a value of approximately $ a year in revenue.
• Monitors, researches, prepares billings for and is the primary point of contact for the City’s customers with the most complicated rates and/or largest number of accounts.
• Participates in the examination of meter readings for evidence of irregular conditions, researches accounts and prepares and reviews a portion of the approximately 3,200 work orders prepared each year.
• Participates in the management of more than 400 residential and commercial solar power accounts.
• Participates in the management of more than 120 large power customers.
• Researches customer complaints and comments, then communicates results to the customer.
• Answers phone, email and in-person inquiries about utility accounts and general City information.
• Researches customer payments and determines if payments have been properly or misapplied.
• Communicates by radio, phone, mail, and email with staff and customers.
• Enters information into billing software.
• Sets up accounts for average billing, bank drafting, penalty waiver and medical alert programs.
• Accepts payment by phone.
• Set-up, transfer and terminate utility service.
• Review accounts based on customer request and grant extensions if customer qualifies.
• Prepare adjustments to utility accounts.
• Enter meter readings.
• Orders tests to detect meter malfunctions.
• Maintains all aspects of customer utility accounts.
• Uses imaging software to archive and for research.
• Maintain various files.
• Operates office machines.
• Works in a safe manner.
• Creates delinquent notices and work orders.
• Sets, exchanges and retires meters.
• Investigate incorrect billings.
• Process reverse/transfer payments.
• Issue refunds for over payments through the auditable billing system.
• Calculates charges.
• Prints billing statements.
• Process other payments.
• Reviews records for errors causing high or unusual bills.
• Assists in preparation of reports for outside agencies.
• Maintains an updated list of specific tasks and procedures performed.

None.

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.

High School Diploma or GED and Five (5) + years related experience and/or training; or equivalent combination of education and experience.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of…