Billing & AMI Technician

The Franklin County Public Utilities Department is seeking a detail-driven, customer-focused Billing & AMI Technician to help ensure accurate utility billing and support the technology that powers our water system. If you're someone who enjoys problem-solving, working with data, and contributing to essential services that directly impact our community, this role offers a meaningful opportunity to make a difference every day.

Compensation:

Estimated Hiring Salary Range:

$41,007-$43,057 •To Be Determined Based on Experience and Qualifications•

Benefits:

Franklin County offers a competitive benefits package designed to encourage and support your health, well-being and productivity. Benefit options include medical and dental insurance; elective supplemental insurance options such as short-term disability, vision, and voluntary term life; local government retirement; 401(k) with a 4% employer contribution (no employee match required); generous paid leave that includes 13 county-observed paid holidays per year; an employee wellness program inclusive of a county sponsored gym and an employee assistance program. For more information about Franklin County benefit options please click here https://www.franklincountync.gov/194/Benefits-Summary . An employee in this class performs activities associated with the performance and operation of an AMI system and utility billing system to include providing professional customer service. The employee operates and monitors the Advanced Metering Infrastructure (AMI) system and related peripheral equipment. Reviews processes, edits, and scrubs data to proactively resolve potential customer billing issues and problems by analyzing and interpreting consumption and reading data before the bill is generated. This includes utilizing the computer and loading/downloading computer meter readings, preparing utility billing, performing quality control, and processing billing files. Work includes dealing with the public on requests for services, taking payments and balancing deposits, and issuing work orders, establishing computer and hard copies records and files, entering data, and generating various reports from the metering and billing software systems. The employee is expected to have a basic understanding of the metering and billing processes. Work assignments are performed in accordance with established procedures with unusual situations being referred to the supervisor for guidance. Work is performed under the direction of the Utilities Business Services Manager and is evaluated through observation, work completion, conferences, and periodic review of reports. Inputs, retrieves, and updates customer data and account status related to utility billing accounts into the computerized billing system. Researches and prepares adjustments to utility accounts for incorrect billing and upon approval enters adjustments into computerized billing systems. Analyzes delinquent accounts, prepares payment arrangements, monitors payment arrangements, and determines if appropriate to issue a work order for water turn off. Operates and maintains a general working knowledge of the Advanced Metering Infrastructure (AMI) process. Prepares and processes data to load into the mobile reading collector for reads not received through the AMI system; processes read data from mobile reading collector into billing system. Collects and imports reads, reviews, and analyzes data; runs system reports. Analyzes and interprets consumption and reading data from the meter edits before the bill is generated; resolves meter edits and impacts to account billings. Processes courtesy notifications to alert customers of their account status. Assists customers by providing information pertaining to utility account information, utility service activation and/or disconnection, and department services and procedures. Receives, reviews and processes applications for utility services. Prepares and processes service orders for utility services. Responds to and resolves difficult and sensitive inquiries and complaints from customers and other agencies regarding charges, delinquencies, refunds, and services. Responds verbally and sometimes in writing to difficult complaint calls relating to billing polices or procedures. Processes utility payments, checks payment for accuracy, posts utility payments to correct accounts, and prepares receipts, records or other documentation of payment and account status. Receives, investigates and posts returned checks back to utility accounts for collections. Prepares notices, door hangers and correspondence concerning service lock-offs and termination of services, coordinates action with field personnel. Files and scans documents into appropriate folders and accounts Completes special records management and reporting assignments. Provides data entry and filing in support of department functions. Performs all work duties and activities in accordance with County policies and procedures. Additional Duties May cross-train in one or more areas of department functions. Performs other duties as assigned. Knowledge, Skills, and Abilities Thorough knowledge of County codes and ordinances pertaining to billing operations, water and sewer rates and fees. Thorough knowledge of cash handling and balancing procedures. Thorough knowledge of customer service procedures and techniques. Ability to evaluate and analyze customer needs to provide exceptional customer service. Ability to learn department functions thoroughly in order to provide general information and explain detailed department processes and procedures. Ability to maintain important records efficiently and accurately and to prepare clear and concise reports. Ability to perform utility bill calculations and general mathematical calculations. Ability to research information and data and prepare reports. Ability to write letters, memos, and documents clearly and concisely. Ability to multitask with numerous and frequent interruptions. Ability to maintain a high level of attention to detail over extended periods of time; Ability to perform duties accurately and efficiently under time sensitive deadlines. Ability to respond courteously to customer inquiries, which are sometimes controversial or adversarial. Ability to work well under pressure. Ability to maintain effective working relationships with other County employees, supervisory personnel, state and local elected officials and the public. Ability to operate a personal computer and related software such as word processing, spreadsheets, etc. Ability to communicate effectively both orally and in writing. Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions. Possession of a High School Diploma and three years of full-time work experience in data entry, billing, meter reading technology; two years of the required experienced must have included public contact experience; or any combination of experience, education and/or training that provides the required knowledge, skills, and abilities. Must possess a valid North Carolina driver's license upon hire.