JOB The City of Bellevue is currently accepting applications for
Account Representative- Utility Billing. Bellevue has approximately 38,000 customers who are billed in 8 billing cycles of approximately 4,750 customers each. These cycles are assigned to Account Representatives for pre-billing and account management. This position involves a high degree of contact with the public. This person answers concerns, questions, and complaints from Utility customers- either by phone or in person. This person also uses math skills to calculate bills and adjustments. Communication skills are used to deal with customers who are unhappy or may require special assistance. There are some clerical duties that are performed in an automated environment. This position works under the moderate to general supervision of the Utility Billing Manager.
This LTE opportunity goes until December 31, 2027.
EXAMPLE OF DUTIES
- Responds to customer concerns, inquiries or complaints as received via phone or in person. Some of these customers are irate and require especially tactful handling. Provides technical support for customers experiencing problems using MyUtilityBill.
-
Explains the charges for water, sewer and storm drainage as they appear on customer accounts.
-
Calculates adjustments to accounts as necessary.
-
Monitors accounts for delinquency, or collection action. Makes payment arrangements as necessary. Interprets and applies knowledge of applicable laws and shut-off procedures as necessary.
-
Manages routine correspondence.
-
Evaluates and analyzes the accuracy of billing charges prior to, and after billing. Determines corrections to be made and adjusts accounts as necessary.
-
Is often the first point of contact for Utilities. Must have a thorough knowledge of the activities and other functions of Utilities and the City.
-
Coordinates with Utilities Operations and Maintenance field staff regarding meter reading, meter change outs, and customer service issues.
SUPPLEMENTAL INFORMATION
Working Conditions & Physical Requirements
-
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-
Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.
-
The employee may be required to push, pull, lift and/or carry up to 20 pounds.
-
The noise level in the work environment is moderately quiet.
Limited Term Employee (LTE): A fully benefited employee appointed to serve in a position scheduled to work a minimum of 30 hours a week for a specific project with a specific ending date which is anticipated to last more than five months but in no event longer than three consecutive years (36 months).
Flexible/Hybrid Working: Remote work for this position is subject to department's operational needs and will be discussed with candidates during the selection process. Full-time remote work is not an option. Once hired, employees must reside in the State of Washington and within commuting distance to Bellevue City Hall.
