JOB SUMMARY:

This position performs billing and customer service duties and routines related to the management and operation of the Finance Department. This position is responsible for providing service to the residents and customers of the Districts through the daily interaction concerning questions related to the amenity/utility/sanitation and storage space rental bills and service. These interactions include, but are not limited to responding to billing, rate, usage and pro-rated charge questions, as well as payment and non-payment inquiries. Work is usually independent within a team environment and requires critical thinking and problem solving skills, while striving to satisfy customers concerns while applying the rules, tariffs and policies of the District.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Billing

• Prepares customer billing including meter reading interface, review and analysis of data collected, set up of new accounts, meter change outs, review of high/low readings and processing of billing reports and statistics
• Creates, maintains, and updates utility account information and records as well as general consumption and financial data for statistical purposes
• Communicates with property owners, tenants, title companies, realtors, attorneys and other non-District entities regarding account status, connection status and information
• Creates, maintains, and updates forms and information sheets related to utility services and rates for departments and public use
• Processes utility account billing and collection from start to finish; includes meter reading interface, review of abnormal reads and disconnection warnings for delinquent accounts. Work with Contractor’s Water Maintenance Department to keep accurate meter information, follow-up customer requests, review abnormal consumptions and gather meter reading information for billing. Responsible for specialized and contractual billing for commercial/industrial and wholesale utility accounts.

Customer Service

• Welcomes visitors and residents, determines nature of business and assist or set them up in hospitality room to meet with the appropriate staff. Provides utility amenity/billing collections and general information on all District Departments to customers.
• Maintains excellent public relations through communications with public and other departments and agencies.
• Ability to work effectively and productively with others.
• Ability to answer telephone and direct phone call to the appropriate department.
• Communicates with customers in person, on the phone, via e-mail & the internet and through informational documents. Respond to public inquiries in a professional and courteous manner and within the scope of knowledge to provide information regarding all aspects of utility billing, general community resource information, and district policies; refer inquiries to appropriate departments/personal or other agencies as needed.
• Addresses customer concerns pertaining to high usage letters they receive, troubleshoot consumption and follow-up with work orders where needed.
• Represents Department at the bi-monthly Hometown Social, answering questions, notifying new residents in which District they reside, and passing out general District information.

Collections

• Accepts customer payments in the form of third-party banking, cash, check, debit and credit cards.
• Assists with the processing of ACH automatic withdrawal setup for customer accounts and processing through billing, while maximizing the fiduciary stewardship of the District.
• Performs collection duties for amenity/utility/sanitation and RV billings to include review and analysis of customer accounts, initial customer contact, written correspondence and preparation of legal documents (notifications, mailings and liens).
• Processes returned payments for processing to include customer notifications.
• Processes disconnect notices, verify payments within allotted time frames, prepare work orders and hang tags for accounts requiring disconnection.
• Processes letters for liens, research legal title, process requests for checks, prepare legal lien and process for filing.
• Process satisfactions on paid accounts and applicable updates for all existing liens.

Utility Services

• Processes all Move-In/Move-Outs and setups for new customer water irrigation and sanitation accounts.
• Creates updates, finalizes and provides customer feedback for Utility Work Orders.
• Performs analysis of customer inquiries as it relates to water consumption, field reports and where appropriate credit calculations performed for accounts.

Administrative

• Provides verbal and written answers to customer inquiries regarding amenity/utility/sanitation and RV billings and services.
• Processes and document all returned mail, notation in customer accounts and re-sending if postal service provides a new address.
• Processes statistical data as it relates to customer inquiries.
• Researches legal documentation related to property and title ownership, returned payments, foreclosures and bankruptcies and collections.
• Updates customer database based upon information provided by customers and insure the integrity of the customer billing addresses through the returned mail processing.
• Prepares assigned documents by document type and appropriate scanning template.

Performs other duties as assigned.