Northshore Utility District

The Washington Association of Sewer and Water Districts; Kenmore (WA); Hybrid; USD 38,000 - 52,000; Full time

Job summary

The Washington Association of Sewer and Water Districts in Kenmore, WA is seeking a customer service oriented role focused on billing and frontline support. You will handle billing processes, payments, inquiries about water services, and assist customers at the front desk.

This role requires tactful communication and accurate handling of records. Responsibilities include responding to calls, processing payments, assisting with discounts, and managing delinquency notices and transfers.

Qualifications

• Experience handling billing processes, payments, and customer inquiries.
• Ability to manage multiple tasks in a service-oriented role.
• Ability to handle cash, checks, and card payments with accuracy.

Responsibilities

• Answer phone calls and provide courteous customer service.
• Assist in calculating leak adjustments, escrow inquiries, and final bills.
• Administer utility discount and customer assistance programs.
• Provide walk-in desk service and direct customers to appropriate staff.
• Process payments and balance daily transactions; handle mail and correspondence.
• Prepare and process delinquency reminders, shut-offs, and reactivations.

Skills

Customer service

Phone support

Billing processes

Job description

Each functional area assignment includes the following responsibilities in addition to other duties as assigned. Employees in all areas will be expected to answer phone calls and provide responsive, courteous customer service.

Customer Service :

• Assists in calculating leak adjustments, escrow inquiries, account setups, and final bills.
• Administers the Utility Discount and Customer Assistance Programs.
• Provide phone support by addressing customer inquiries related to billing, permitting, water and wastewater services, and general account information; screen respond to, and transfer incoming calls as appropriate.
• Returns customer voicemail message and responds to written inquiries in a timely manner.
• Maintains and updates customer account information.
• Handles difficult customer interactions with professionalism and tact.

Front Desk:

• Serves as the District's primary point of contact for walk-in customers.
• Answers general inquiries and directs customers to appropriate staff as needed.
• Processes cash, check, and credit card payments; balance and reconcile daily transactions.
• Opens, sorts and distributes incoming mail; assists with mailing outgoing correspondence and bills.

Billing:

• Conducts all billing processes including payment arrangements, new accounts setup, payments, adjustments, refunds, delinquencies, collections, shutoffs processing, duplicate billing requests, and bi-monthly cycle billings.
• Process and verify customer assistance pledge applications, payments, invoices, final bills, refunds, and account adjustments.
• Compiles, reviews, and edits a variety of reports related to water and wastewater billing, meters, fleet and facilities billing and other miscellaneous billing.
• Coordinates with other agencies to compile and maintain a variety of reports.
• Separate and processes payments, post cash receipts, remittance, and handles daily bank and post office deposits.

Delinquency Management:

• Prepares and processes delinquency reminders, termination notices, shut offs and reactivations.
• Voids, re-issues, and reconcile payments; maintains miscellaneous accounts receivable ledgers.
• Manage agent and third-party release requests, inter-account transfers, and miscellaneous billing.
• Establishes and monitors payment arrangements for delinquent accounts.

Location: Kenmore, WA
United States