Job Summary

Position reports the Utility Services Revenue Manager in Corporate Revenue. The Utility Billing Analyst is responsible for ensuring the accuracy and integrity of utility accounts by reviewing exception reports, investigating discrepancies, and making necessary adjustments. They handle both external and internal customer inquiries, process manual billings, interpret and input meter readings, and manage work orders to maintain precise billing records.

Duties & Responsibilities

• Reviews exception queue reports and queries; investigates discrepancies and makes necessary adjustments and corrections to customer utility accounts.
• Responds to external and internal customer enquiries.
• Revises and reconciles utility account records and related reports.
• Processes manual utility billings.
• Ensures utility billing data is processed accurately.
• Interprets meter readings and enters readings into the billing system.
• Reviews work orders, estimates consumption, and enters final readings into the City’s Customer Information System.
• Contacts Utility Meter Shops to reconcile and/or investigate billing anomalies.
• Posts accounts receivable transfers and other miscellaneous charges to appropriate utility accounts.
• Assists with the development, testing and implementation of new programs and changes.
• Performs other related duties as assigned.

Qualifications

• Graduation from a two-year, post-secondary, business administration, information systems, business analysis or related program.
• Five years’ progressively responsible experience resolving concerns of external customers and processing automated transaction data, including a minimum of two years’ current customer service experience in utilities and taxes.
• Thorough knowledge of the City's utility billing and smart metering systems.
• Knowledge of data processing methods and procedures.
• Demonstrated ability to deal respectfully, courteously, and tactfully with external agencies, other civic employees, and the public in difficult circumstances.
• Demonstrated ability to communicate effectively, orally and in writing.
• Ability to research, analyse and interpret information in accordance with established policies and procedures.Ability to solve problems independently.
• Skill in the use of a computer using the Microsoft Office Suite.