UTILITY BILLING OFFICE SPECIALIST

Description

Our Vision: We aspire to be the community of limitless possibilities.

Our Mission is to provide exceptional services for a safe, thriving community, while honoring our history and innovating for the future.

Embrace the New - Do Right - Lend a Hand - Find a Way - Enjoy our Work - Celebrate Uniqueness

Our Benefits
The City of Buckeye provides an extensive benefits package designed to support the well-being of our employees. This includes health, dental, vision, life, pet insurance, as well as wellness incentives. Coverage begins the first day of the month following the start of your employment.

Vacation & Sick Leave

At the City of Buckeye, we understand the vital role that vacation time plays in supporting the mental, physical, and emotional well-being of our employees. Vacation and sick leave accruals begin on the first day of employment and may be used upon accrual. Additionally, employees receive credit towards vacation leave accruals for years of service with other public sector retirement systems nationwide (not including Federal service).

Holidays

The City of Buckeye observes eleven holidays per year: New Years Day, Martin Luther King Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veteran's Day, Thanksgiving and the day after Thanksgiving, and Christmas Day.

Retirement
This position participates in the Arizona State Retirement System (ASRS). Contribution is mandatory, and the current contribution rate is 12%, per fiscal year.

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GENERAL PURPOSE: Under general supervision, provides advanced-level support for the utility billing, revenue recovery and management staff dealing directly with the public, in person, and over the telephone, in order to process service requests, import payments, balance accounts, process permits and establish new accounts within the finance utility billing division.

PRIMARY DUTIES AND RESPONSIBILITIES:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Researches and resolves problems including missing or incorrect meter information, duplicate locations, and customer data.
• Processes all imported payment batches daily.
• Prepares all weekly auto-pay batches and bank drafts.
• Performs complex research on accounts as requested by Customer Service Representatives.
• Manages all hydrant meter applications/terminations and works closely with filed staff to ensure all field actions match what is billed to the customer.
• Assists Billing Specialist staff with field work orders that cannot be completed.
• Assists Billing Specialist with set up of meter for new build properties.
• Is key contact for all permitting issues
• Assists with data entry in system for route changes for field staff.
• Assists Supervisor with revenue recovery tasks
• Assists Administrative Manager with annual sewer reports, appeals and related data entry.
• Provides back-up for customer service phones during periods of high volume.
• Assists Administrative Manager with projects such as benchmarking, and end of month reports.
• Reconciles and prepares daily deposit for accounting and armored transport.
• May assist with payment arrangements.
• Performs other duties as assigned or required.

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Education and Experience:

High School diploma or GED equivalent and three (3) years of customer service experience in a high volume customer service environment, including clerical, computer, and call center experience, preferably in a service billing environment; OR an equivalent combination of education and experience.

Necessary Knowledge, Skills and Abilities:

Knowledge of:

• City policies and procedures.
• Utility customer service functions, methods, principles, techniques, and procedures.
• Computer work order systems
• Principles of record keeping and records management.

Skill in:

• Operating a personal computer utilizing a variety of business software.
• Effective oral and written communication.
• Cash handling and cash drawer balancing procedures.

Ability to:

• Research and analyze accounts to be able to explain their status to customers.
• Make basic mathematical calculations and draw logical conclusions.
• Maintain a high level of attention to detail over extended period of time.
• Prioritize work to meet established deadlines.
• Maintain a professional and courteous demeanor, utilizing excellent customer service, and communications skills.
• Interact with coworkers, management staff and other City employees to establish and maintain effective working relationships.

12-Month Goals:

• Become fully trained in all customer services functions.
• Demonstrate the ability to learn all City cash handling procedures.
• Demonstrate the ability to multi-task as needed.
• Demonstrate the ability to de-escalate customer issues and concerns.
• Meet or exceed performance metrics, such as call talk time, call handle time, and handle 97% or higher of calls presented.
• Demonstrate flexibility by adapting to new policies, procedures, and technologies as they are implemented.
• Work independently answering phones and covering front lobby transactions within the first 90 days.

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Special Requirements: Must successfully pass a background check.

Physical Demands / Work Environment: Standard office environment.

Reports To: Utility Billing Supervisor
Supervision Exercised: None
FLSA Status: Non-exempt

EQUAL EMPLOYMENT OPPORTUNITY: It is the policy of the city to provide employment opportunities to all persons based solely on ability, regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity or disability.

City benefit plans are subject to change at any time.

Closing Date/Time: 9/15/2025 11:59 PM Mountain

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• City of Buckeye, AZ

• 623-349-6000

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