Utility Account Representative Jobs (NOW HIRING)

Summary of Position This position performs advanced clerical, financial, and administrative functions for the Water and Wastewater Utilities, independently administering complex utility bills, performing customer account management, financial processing, and regulatory support functions. The position is responsible for ensuring accurate revenue generation, compliance with billing and regulatory requirements, maintenance of financial and operational records, and coordination with internal staff, external vendors, and customers. The role requires the ability to develop and apply advanced knowledge of utility billing systems, financial processes, and regulatory documentation, directly impacting municipal revenue integrity, compliance obligations, and customer account enforcement.

Duties and Responsibilities Essential Duties and Responsibilities The following duties are representative and not all-inclusive: Manages and directs all quarterly utility billing operations including preparing of billings and setting up of payment schedules; establishes, monitors and enforces internal controls. Calculates manual and final utility billing reports and submits to customers. Maintains and updates customer database for changes of ownership, renter change, address changes, work orders, and other pertinent information.

Processes water applications, establishes new accounts, manages co-signer and landlord account documentation, and ensures accurate billing preferences and service designations. Contact support for customers dealing with payment network issues. Prepares, reviews, and issues monthly, quarterly, final, partial, industrial, bulk water, and septic hauler bills, including verification of tiered rates, penalties, reconciles account status, billing dates, and billing comments.

Ensures billing accuracy and completeness to support revenue integrity and minimize customer disputes; calculates adjustments when warranted. Oversees disconnect, shutoff, and penalty processes related to non-payment, including preparation of notices, door postings, service orders, and coordination with field personnel. Performs collection activities including courtesy calls, delinquency notifications, payment verification, establishes payment schedules, and coordination of service actions.

Prepares Utility customer mail for Deferred Payment Agreements, final and partial bills, water applications, co-signer forms, ACH documentation, etc. Delivers mail received at treatment plant to appropriate personnel. Provides customer service to internal and external customers related to utility billings, meter readings and other utility needs and addresses and resolves customer questions as able and refers to complex inquiries, requests or complaints to appropriate staff.

Inputs accounts payables for the Wastewater and Water Departments. Files and maintains appropriate records for all cash receipts. Enters all timekeeping for Water and Wastewater Operators, providing assistance in correcting any errors or addressing any concerns.

Provides assistance in the Wastewater lab as needed; performs COD testing on samples as needed. Reviews and updates account notes, contact information, service updates (including trash service), and billing preferences within the utility billing system. Prepares tax roll notices and administers the utility tax roll process in accordance with municipal and state regulations.

Processes and maintains documentation for industrial wastewater billing, to calculate quarterly charges and verify compliance with the industry's permit levels. Performs accounts receivable functions related to Water and Wastewater operations. Files and maintains appropriate records for all transactions.

Prepares LM&E and other financial data entry and tracking using spreadsheets and internal systems. Uploads and manages metering data files (including VFLEX uploads); monitors meter data integrity and investigates discrepancies. Conducts scheduled leak report monitoring (minimum weekly) and reviews high-consumption usage to ensure billing accuracy prior to bill generation.

Monitors payment activity, rejected transactions, and leak reports; coordinates with field staff as needed. Maintains Safety Data Sheet (SDS) systems in compliance with OSHA retention and accessibility requirements, ensuring inspection and emergency readiness. Develops, updates, and maintains spreadsheets and logs, document filing keys, infrastructure drawing indexes, and project documentation supporting utility operations and special initiatives.

Administers and supports the municipal e-waste program, including customer assistance, weighing and fee calculation, receipt preparation, payment collection, daily reconciliation of program funds, and coordination of deposits. Coordinates diggers locate notifications, including printing locate requests, contacting appropriate personnel for emergency locates, and ensuring timely communication. Supports Lead Service Line Replacement and leads documentation and tracking initiatives.

Coordinates and supports the ongoing meter changeout program. Other duties as assigned. Qualifications Associate's degree in Accounting or a related field and three (3) years of related experience, with preference given to experience in accounting and municipal government.

Experience in utility billing, municipal finance, customer account administration, and customer service preferred. Proficiency with financial software, Microsoft Software, Sensus, and recordkeeping/data entry. Excellent attention to detail and problem-solving skills.

Strong analytical, organizational, and customer communication skills. Ability to work independently, exercise judgment, manage multiple deadlines, and handle sensitive financial and regulatory information. Typical Work Environment The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee's supervisor. This work involves occasional lifting of up to 25 pounds within a limited range for access to storage boxes; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.

Work has standard vision requirements. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels.

Work requires preparing and analyzing written or computer data and observing general surroundings and activities. Work has no exposure to environmental conditions. Work is generally in a moderately noisy office setting (e.g

business office, light traffic). The City of Monroe is an Equal Opportunity Employer. In compliance with applicable state and federal law, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the City.