Utility Billing Representative I - City Of Lacey : Job Details

Utility Billing Representative I

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Utility Billing Representative I

Salary

$5,186.10 - $6,163.63 Monthly

Location

Lacey, WA

Job Type

Full Time

Job Number

2025-00042

Department

Finance

Division

Utility Billing

Opening Date

08/13/2025

Closing Date

9/3/2025 11:59 PM Pacific

• Description

• Benefits

• Questions

BASIC PURPOSE

Reporting to the Utility Billing Supervisor, under general supervision, the Utility Billing Representative I provides direct support for customers and performs a variety of accounting and clerical functions in support of the Utility Billing Section. This position also performs duties which include, but are not limited to, participation in the utilities' monthly utility billing and lock-off process; receiving and responding to customer service billing questions over the phone and in person; maintaining and updating customer accounts; posting cash receipts and preparing bank deposits; processing utility billing invoices and checks; administration of the City's violation bureau; sorting, distributing and processing returned mail; providing closing estimates to escrow and distributing payments to reconcile liens; creating and managing various requests and applications related to customer accounts; and managing and archiving records.

Please note: The Hiring Manager reserves the right to make changes to this posting at any time.

First round interviews are tentatively scheduled for September 24th, 2025.

Second round interviews are tentatively scheduled for October 8th, 2025.

This recruitment may be used to fill other positions of the same job classification. Once all the position(s) from the recruitment announcement are filled, the recruitment may only be used to fill additional open positions for the next six (6) months.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These duties include but are not limited to the following:

• Primarily responsible for being the City utility billing's first point of contact on the telephone and at the front counter performing all related customer service tasks such as responding to inquiries and complaints and providing general information. Responds to customer inquiries, and performs in-depth research on customer accounts, payments and other inquiries as needed. Administers various public email accounts.

• Provides service on the phone and at the front counter regarding customer accounts.

• Performs all tasks related to customer billing including setting up short-term payment arrangements, establishing and entering new accounts, receiving payments, processing final bills, preparing adjustments and refunds, tracking payment arrangements, delinquent payments, processing senior/disability discount applications.

• Assist with collection efforts: prepare past due and disconnection notices, administer water lock-off for non-payment process, establish payment plans, coordination of service restoration, and follow-up.

• Balances daily payments; downloads payments from third-party payment processing centers for posting to customer accounts; prepares and processes billing related batches and/or adjustments, prepares utility billing refunds.

• Performs utility billing activities including importing reads from metering software into billing software, produces verification reports and analysis spreadsheet, read verification process, assist with billing preparation process.

• Maintain accurate violations database, including processing payments, providing balance information, evaluation of deferral requests, perform monthly reconciliation, administer short-term payment plans and process contested or mitigated hearings.

• Accept and process payments received from customers, lockboxes, reconciles online and phone payment systems and prepares daily deposit for bank.

• Verifies and processes applications, payments, invoices, final bills, refunds, billing adjustments, data entry for account adjustments, and other related items.

• Balance cash drawer daily, reconciles to payments, records payments.

• Create service orders in order to check for water leaks, lock and unlock meters, verify meter readings, and other service requests.

• Manage escrow inquiries, final bills and setting up new accounts.

• Works with metering software to identify tampers and customer leaks.

Other Duties Assigned

• Special projects as assigned.

QUALIFICATIONS

High School Diploma or equivalent AND two (2) years of increasingly responsible work experience in a financial office environment with customer support emphasis OR in an accounting function such as bookkeeping or financial management OR in similar work environment relating to the assigned activities in Utility Billing.

• May have a combination of experience, education, and training that would substitute for the above requirements.

PREFERRED QUALIFICATIONS:

• Public Sector working experience

• Associate's degree in accounting, bookkeeping, finance, or a closely related field

• Experience working in Utility Billing

• Intermediate experience using Microsoft Excel

SPECIAL REQUIREMENTS OR LICENSE(S):

• Must pass a background investigation (including financial background investigation) and successfully complete reference checks.

• Must maintain a level of physical and mental fitness necessary to perform the essential functions of the position, with or without a reasonable accommodation.

• Must be attentive to job safety considerations and follows all required safety policies, procedures and techniques.

• Must possess a valid Washington State driver's license at time of hire OR must obtain within 30 days from date of hire, and must have a driving record acceptable to the City and the City's insurance carrier; OR must be able to provide own transportation to and from job, meetings, and related job sites.

• Verification of identity and United States work authorization must be complete a required by the Immigration Reform and Control Act.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Customer services standards and interpersonal skills using tact, patience, respect and courtesy.

• Collection best practices.

• Lacey Municipal Code related to utility functions.

• Washington State laws related to liens and collections.

• Modern office procedures, methods, and equipment including computers and computer applications such as: the Microsoft Office suite of applications, including Excel, Outlook and Word, as well as statistical databases.

• Mathematic computations adequate to correctly perform work.

• Clear and effective oral and written communication principles and practices (e.g., English usage, spelling, grammar, and punctuation) to include principles of public relations and customer service.

• Confidentiality of customer records.

• Cash handling best practices.

Skill In:

• Demonstrated mastery of customer service principles and best practices, including active listening, courtesy, understanding, concern, and de-escalation.

• Interpreting, applying, and explaining rules, regulations, policies, and procedures.

• Reviewing, researching, verifying, and reconciling account information.

• Performing a variety of calculations and paying attention to detail and accuracy.

• Maintaining attention to timelines, detail, and accuracy.

• Work independently and in a team environment.

• Communication of complex and sensitive information.

• Computers and related accounting software applications.

• Diplomacy and presenting a positive image of the City, both verbally and in writing.

• Using sound judgment and being dependable.

• Responding to inquiries or complaints from customers, staff, management, and members of the general public or referring them onto the appropriate individual or department.

• Utilizing computer software programs and other relevant software affecting assigned work (e.g. Microsoft Excel) and in compiling and preparing spreadsheets.

Ability to:

• Maintain customer confidentiality in all communications and actions, being mindful of visible exposure of paperwork in workspaces.

• Prioritize work, and cope with interruptions, changes and rigid deadlines.

• Apply effective customer service techniques; respond to customer inquiries and complaints in a courteous, understanding and concerned manner.

• Perform detailed research, organize, and present findings.

• Create spreadsheets using Microsoft Excel or related software, and perform a variety of formula calculations.

• Regularly take initiative in recommending changes in work methods, policies, and procedures to improve levels of service delivery and improve overall operating efficiencies.

• Prioritize and coordinate total efforts to accomplish a task or provide a service within established deadlines.

• Coordinate and carry on a number of activities simultaneously under stressful and busy conditions.

• Accurately type 55 wpm.

• Work independently from general instructions and broad work expectations with minimal direction.

• Seek guidance, clarification, or direction when needed.

• Establish and maintain effective and positive working relationships with co-workers, employees, department officials, elected officials, and the general public.

• Listen to and resolve problems in a manner that is responsive to the needs of the customer and promotes professional customer service.

• Communicate effectively verbally and in writing to diverse audiences.

• Project a professional image and represent the City in a professional way in all interactions.

• Maintain regular, reliable and punctual attendance.

• Maintains high standards of behavior, appearance (as appropriate for position), and performance.

• Work occasional early mornings, evenings, and weekends.

The City of Lacey understands the importance of benefits and offers a competitive and full benefits package for all regular full-time employees.

Generally, represented employees may receive some, or all, of the benefits listed below, based on their union contracts. Those employees should consult their union agreements for specific information about their benefits, which can be found on the City web page here ( . This position is represented by the American Federation of State, County and Municipal Employees (AFSCME) Local 618-L.

Medical Insurance Benefits:

• Medical - Choice of Regence BlueShield (PPO) or Kaiser Permanente (HMO) plans offered through the Association of Washington Cities (AWC) Trust.

The employer pays 100% of employee's monthly premiums and 90% of qualified dependent/domestic partner's premiums.

• Vision - VSP with low co-pays

• Dental – Choice of Willamette or Delta Dental plans and orthodontia coverage.

• Employee Assistance Program (EAP) – Program that provides resources to employees, their immediate family (including dependent children) and anyone living in the employee's household. The EAP can provide help with matters such as stress/anxiety, parenting, grief, workplace issues, legal services, financial services, and more.

Life Insurance & Long Term Disability & Accidental Death and Dismemberment

• Employer paid life insurance plan

• Employer paid long term disability plan

• Employer paid accidental death and dismemberment plan

Leave Benefits:

• 96 Hours of Vacation on Accrual Basis (increasing with years of service)

• 11 Paid Holidays

• 2 Floating Holidays

• 8 Hours Sick Leave Accrued per Month

• Jury Duty/Military Leave

• Bereavement Leave

*All benefits and accruals are outlined in the collective bargaining agreement found here: Policies, Union Contracts, Pay & Benefits - City of Lacey (

Investment and Retirement Programs:

• State retirement pension plan – Includes employer paid contributions to the State of Washington State Department of Retirement Systems (DRS)

• 457 Deferred Compensation (voluntary)- two options MissionSquare and DRS

• Social Security benefit (for Public Employee Retirement Systems (PERS) covered staff) – Our Employee Benefits include employer paid contributions to Social Security and Employees pay the employee portion of Social Security tax.

• HRA/VEBA plan- A designated monthly amount (a City and/or employee contribution) is paid into a Health Reimbursement Arrangement (HRA) VEBA account. An HRA is a type of health plan savings account for your family's medical care expenses and premiums, which can be accessed during employment with the City or saved and used at separation or retirement.

• 1% Benefit - Employer provides a 1% contribution of your monthly salary pre-tax towards two options; 1) applied to insurance premium amount owed for dependent coverage or invested into a 457 deferred compensation account; OR a cash disbursement amount applied to your check monthly but the amount is taxed.

Voluntary Benefits:

• Optional plans for additional life insurance, disability, and accident coverage

• Flexible Spending Account (FSA) Plan - employees can contribute pre-tax contributions toward IRS allowed, qualifying medical and/or daycare expenses.

Wellness Program:

• The City has a robust employee Wellness program that offers a variety of resources and activities for employee well-being.

Flexible Working Arrangements:

• In recognition of Commute Trip reduction efforts, the City of Lacey provides flexible and alternative work schedules for many of our workforce positions.

• City Hall is within minutes driving from I-5 Exit 108, and within walking/biking distance from Park and Ride Transit Martin Way Location and the Chehalis Western Trail.

Tuition Reimbursement:

• The City promotes a learning environment and encourages opportunities for employees to continue to grow in their positions and careers. The City offers tuition reimbursement (as outline in City Personnel Policies) for eligible employees.

Public Service Loan Forgiveness Program (PSLF):

• Employees are also eligible to apply to The Public Service Loan Forgiveness Program. This program is a United States government program that was created under the College Cost Reduction and Access Act of 2007 to provide indebted professionals a way out of their federal student loan debt burden by working full-time in public service.

*Note: Regular part-time employees may be eligible for pro-rated benefits (medical/dental/vision) depending on the hours of work assigned to the position. Their spouses and dependents are not eligible for health insurance coverage.