Utility Services Lead Representative

City of Chandler, Arizona; Chandler (AZ); Hybrid; USD 52,000 - 78,000; Full time

Benefits offered by this job

Volunteer time off

Medical plans

Vacation accrual

Sick leave

Recreation center membership

Tuition reimbursement

Flexible schedule

Job summary

The City of Chandler seeks a Utility Services Lead Representative to join the Management Services Department. You will lead the Utility Billing Representatives, act as the subject matter expert for billing, collections, and customer service, and ensure accurate processing of invoices for residential, commercial and public customers.

The role includes supporting collection activities, sharing best practices, and maintaining high standards of service while adapting to operational needs.

Qualifications

• High School Diploma or GED and college coursework in math or business applications.
• 3 years of progressively responsible experience in customer service, collections or accounts payable with at least 2 years of large volume utility billing experience.
• Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.

Responsibilities

• Lead Utility Billing Representatives and serve as subject matter expert for billing, collections, customer service and related processes.
• Focus on billing including processing invoices for residential, commercial and public customers.
• Provide support for collection activities and serve as a knowledgeable resource to the team.
• Ensure consistent processes, excellent customer service, and effective resolution of billing and account related matters.

Skills

Customer service

Collections

Accounts payable

Team leadership

Education

High School Diploma or GED

College coursework in math or business

Job description

Job Announcement

The City of Chandler Management Services Department is currently seeking qualified individuals interested in joining our team as a Utility Services Lead Representative. The position is scheduled to work Monday – Friday, 8:00 AM – 5:00 PM, with the opportunity for a hybrid schedule upon successful completion of probation.

• This position will be assigned to Billing; however can change based on operational needs. Please see "Who we are looking for" as well as the job description below for more information.***

Current City of Chandler employees may only hold one position and are not eligible for additional part‑time or secondary positions within the City of Chandler.

Why work for Chandler?

• Open and collaborative environment
• Up to 8 hours paid time off annually to volunteer in the community
• Dress code is business casual, with jeans on Fridays
• 3 medical plans to choose from along with dental and vision coverage
• Accrue 130 hours paid vacation in your first year, eligible for use immediately following accrual
• Accrue 96 hours paid sick leave in your first year, eligible for use immediately following accrual
• 12 paid holidays annually, plus Winter Break leave the end of 2026
• Become part of the Arizona State Retirement System with a 100% city contribution match
• City contributions of 1% gross wages per pay period to deferred compensation
• Robust Employee Wellness program with $350 incentive
• Professional development opportunities
• Tuition reimbursement up to $5,250 annually, $3,200 for part time employees
• Free Tumbleweed Recreation Center membership
• Flexible schedule/remote work options (when available)

Who We Are

The Utility Services Division provides customers a single point of contact for utilities, billing, and collecting user charges for the operation of the water, wastewater, and sanitation systems. This Division provides the highest quality of customer service possible.

Who We Are Looking For

Our new team member will have a passion for customer service, teamwork, and collaboration. We are looking for someone to serve as lead for Utility Billing Representatives and serve as a subject matter expert for billing, collections, customer service, and related processes. This position will focus on billing including processing of invoices for residential, commercial, and other public customers. The role will also provide support for collection activities and service as a knowledgeable resource to the team, helping ensure consistent processes, excellent customer service, and effective resolution of billing and account related matters.

Minimum Qualifications

• A High School Diploma or GED and college coursework in math or other business applications and,
• 3 years of progressively responsible experience in customer service, collections or accounts payable with at least 2 years of large volume utility billing experience; or
• Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.

Desired Qualifications

• Previous experience in billing and collections, preferably in utility billing, public service, or similar customer based environment (gas, water, electricity, cable, or internet).
• Experience handling a high-volume call environment, including inbound and outbound calls for collections.
• Experience in municipal billing and collections, municipal accounting, or other government-related billing processes.
• Experience with complex billing processes and resolving billing discrepancies and account issues.
• Experience in a lead or senior role within utility billing, utility collections, or municipal accounting.
• Strong critical thinking and analytical skills.
• Ability to work independently and manage multiple priorities.
• Proven success in a billing-focused role.

This is a regular full-time position, subject to a 6-month probationary period. A register of qualified candidates will be active for 4 months should another position become available.

An offer of employment is contingent upon acceptable results. All applicants hired will be required to be fingerprinted with successful results as a condition of continued employment.

Applicants for employment and volunteer opportunities should be aware of the City of Chandler’s policies concerning the use of drugs and alcohol. These policies have not been altered by the passage of Proposition 207. The use of recreational marijuana is a violation of the city’s Drug Free Workplace Policy. Certain positions within the city are required to submit to a pre-employment drug test. A positive result for drugs tested under the policy, including recreational marijuana, may be grounds for withdrawal of an offer of employment or volunteer opportunity. The examination process may vary if determined necessary.

The City of Chandler is committed to Equal Opportunity and Reasonable Accommodation.

The City of Chandler offers a comprehensive benefits package for full‑time and some part‑time positions. For more detailed information on the benefits offered, please