Lead Account Clerk

Under general supervision, provides daily work direction to utility billing staff and performs advanced/lead-level technical support duties related to customer utility billing operations. Performs a variety of tasks related to sanitation billing, maintenance of billing records, and resolution of customer service issues. May serve as acting Billing Supervisor in the supervisor's absence. Performs related duties as assigned. Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to the following: Direct, train, instruct, and oversee the daily performance of utility billing staff and assist the supervisor with employee evaluations. Oversee and participate in preparing, maintaining, and verifying a variety of accounting, financial, and statistical records, ledgers, logs, and files. Reconcile financial transactions, including monthly vendor statements, credit card statements, fixed asset records, and billing and collection accounts. Coordinate the preparation of data and records for residential and commercial customer computer-generated billing and resolve discrepancies. Load and unload data recorders and edit meter-read data. Review reports to ensure accurate billing records. Assist in the implementation of billing software and software updates and test accounts for accuracy. Perform delinquency processing, including issuing various notices and service orders in preparation for liens, collections, and write-offs. Balance deposit trust accounts, notes receivable, accounts receivable, and suspense accounts. Research billing issues and provide detailed explanations of City policies and procedures to customers. Respond appropriately to emergency customer service and billing situations. Update procedures as needed. Coordinate meetings, training, and daily activity schedules for billing staff. Prepare financial, accounting, and statistical statements, analyses, documents, and reports.

Education and Experience:

High school diploma or GED supplemented by 30 college semester units in business administration, finance, accounting, or a closely related field and three (3) years of experience in utility billing and customer service operations, including one (1) year of experience in a senior or supervisory capacity.

Knowledge of:

Advanced principles, procedures, and practices of accounting, financial recordkeeping, filing, customer billing, account collections, and research techniques and methods. Advanced methods and techniques of coding, verifying, balancing, and reconciling accounting records. Customer service and/or meter reading software systems and procedures. Billing procedures and practices. Accounts payable and accounts receivable principles and procedures. Principles and practices of effective employee supervision. Computerized financial accounting software applications. Research techniques, methods, and procedures. Pertinent municipal codes, policies, procedures, ordinances, rules, regulations, and resolutions. Principles and practices of effective customer service. Proper English usage, vocabulary, grammar, and spelling.

Skill and Ability to:

Provide efficient customer service and communicate clearly and objectively, both verbally and in writing. Use initiative, discretion, and judgment within established procedures, guidelines, and rules. Organize and prioritize work while exercising independent judgment, common sense, and initiative. Define problems, establish facts, and draw valid conclusions. Manage situations requiring diplomacy, fairness, firmness, and sound judgment. Perform complex calculations on a 10-key calculator by touch. Record and input data quickly and accurately. Utilize computer software programs competently. Meet strict deadlines. Read, interpret, apply, and explain City policies, laws, and regulations. Handle large sums of cash with integrity. Identify discrepancies and balance accounts. Work effectively under frequent interruptions. Proofread documents to identify errors in spelling, grammar, and punctuation. Establish and maintain effective working relationships with those contacted in the course of work, including City officials, other government agencies, community groups, and the general public. Apply safe work practices. (Must be performed with or without reasonable accommodations) Work is performed in an office environment and in close proximity to other workers. Incumbents are exposed to conditions normally encountered in a business office environment. Physical demands are moderate and include lifting storage boxes and data binders and entering data into a computer for extended periods of time. Must be able to lift up to 50 pounds. Incumbents must be able to see and hear within the normal range, with or without correction, and communicate clearly both verbally and in writing. Incumbents must also be able to be understood by others. Employees must have the ability to work overtime, extended hours, and irregular schedules as assigned, which may include weekends, holidays, evenings, and varying shifts.