Hybrid Utility Billing Specialist — Customer-Focused

City of Minneapolis; Minneapolis (MN); On-site; USD 50,000 - 65,000; Full time

Job summary

The City of Minneapolis seeks a skilled Utility Billing Specialist to assist customers with billing inquiries, payments, and service requests, delivering high-quality service across multiple channels.

This role processes transactions, refunds payments, maintains records, and explains billing policies. A hybrid work arrangement is available, with some days in the office, and applicants should be prepared to collaborate with City departments.

Qualifications

• Strong knowledge of modern office practices and procedures.
• Familiarity with City ordinances, State statutes, and department policies related to utility billing.
• Understanding of billing processes and ability to request accurate account adjustments.
• Proficiency in departmental systems and PC networks to perform a variety of transactions.
• Analytical skills to identify and resolve discrepancies in customer accounts.
• Effective oral and written communication skills.
• Proficient in Microsoft Word, Excel, and Outlook.
• Comfortable navigating online portals and guiding customers through technical issues.
• Ability to manage high call volumes and perform under pressure.
• Capable of working independently and assessing customer needs.
• Able to handle phone-based customer service for extended periods.
• Skilled at multitasking and prioritizing duties in a call center environment.
• Ability to meet established performance standards.

Responsibilities

• Provide accurate and timely customer service via phone, email, in-person, and online.
• Handle difficult situations with tact and professionalism.
• Investigate and resolve inquiries related to water, sewer, solid waste, recycling, and stormwater billing.
• Interpret and apply City ordinances, State statutes, and office policies when addressing customer questions.
• Clearly explain charges on utility bills and how they are incurred.
• Request billing adjustments or refer cases to appropriate staff for follow-up.
• Meet established performance standards and goals.
• Provide billing histories in Excel or PDF upon request.

Skills

Office practices

Ordinances/policies knowledge

Billing processes

Departmental systems

Analytical skills

Communication skills

MS Word/Excel/Outlook

Online portals guidance

Call center pacing

Independent working

Phone-based service

Multitasking

Meeting performance standards

Education

High School Diploma or equivalent

Tools

N/A

Job description

The City of Minneapolis seeks a skilled Utility Billing Specialist to assist customers with billing inquiries, payments, and service requests, delivering high-quality service across multiple channels.

This role processes transactions, refunds payments, maintains records, and explains billing policies. A hybrid work arrangement is available, with some days in the office, and applicants should be prepared to collaborate with City departments.