Lead Utility Services and Parking Technician

Utility Billing & Parking Professional

Do you have a talent for working with data, ensuring accuracy, and delivering exceptional customer service? We're looking for a Utility Billing & Parking professional to join our team! In this dynamic role, you'll play a key part in coordinating utility billing and parking operations with a strong focus on billing accuracy, financial reporting, data analysis, and operational support. You'll help ensure bills are processed accurately, reports are timely and reliable, and critical information is available to support sound business decisions.

Just as important, you'll serve as a trusted resource for our customers by answering questions, resolving billing and parking concerns, and providing professional, friendly service with every interaction. If you're detail-oriented, analytical, enjoy solving problems, and take pride in delivering outstanding customer experience while supporting essential City services, we'd love to have you join our team.

1. Direct work and assist in staff training and problem solving related to the duties of Utility Billing and Public Parking. Devise, maintain, and implement uniform work policies regarding procedures, work assignments, schedules, coverage coordination and other productivity issues as assigned.

2. Provide exceptional internal and external customer service through face-to-face, email, web-based, and telephone interaction. Access appropriate records through proprietary software applications to accurately answer customers inquiries for utility services and parking. Follow-up to ensure customer needs are handled in a timely and efficient manner.

3. Maintain and configure utility billing system controls utilized by the division. Configure new processes within utility billing and related systems. Write queries and reports for utilization by management and personnel. Train and advise staff on the proper operation and usage of billing system software systems.

4. Work with the billing software vendors to implement and test configuration changes to restricted system controls. Test new software builds, rates, and configuration changes to the system before moving into production.

5. Communicate and track support items through the software vendor's web-based support portal. Work with the Information Technology Division to troubleshoot, test, and apply minor fixes to hardware related to utility billing functions.

6. Process utility services and parking bills to include regular, canceled, cycle, final, and special billing according to established deadlines. Investigate and resolve prebilling reports. Update manual meter readings and data as needed.

7. Review, audit, and analyze customer billing records; calculate and process billing adjustments as needed. Investigate and resolve problems, including misapplied payments. Transfer billing and collection notices to third-party vendor. Prepare correspondence to customers regarding collection of delinquent bills and coordinate transfer of delinquent accounts to collection agencies.

8. Perform cashiering transactions for bills, deposits, and fees. Perform financial transactions including transferring unpaid balances, deposits, and refunds. Balance and prepare deposit for previous day's receipts safeguarding substantial cash/check amounts.

9. Receive, sort, and distribute incoming correspondence. Identify high priority items without immediate direction or supervision and notify the appropriate party.

10. Assist customers in completing applications for services, account changes, rebates, online account set-up, maintenance, and billing. Ensure customer questions have been answered and request have been completed and/or resolved.

11. Answer detailed questions and inquiries regarding policies, ordinances, regulations, services, and billing. Respond to customer inquiries about services and billing; resolve complaints in person, by telephone, or correspondence. Work with customers on payment arrangements and negotiate terms on overdue accounts.

12. Prepare service requests and work orders; will work closely with field technicians resolving customer service issues. Refer complex- and…