Utility Account Representative

Salary: $51,877.47 Annually
Location : Tuscaloosa, AL
Job Type: Full-Time
Job Number: 21020005
Department: WATER AND SEWER
Division: W&S-UTILITY BILLING
Opening Date: 12/10/2025
Closing Date: 12/17/2025 5:00 PM Central

Summary
The purpose of this classification is to perform work functions associated with customer service and administrative support duties in assigned department. Tasks include processing payments from direct or mail-in customers providing day-to-day customer service needs for new and existing accounts, issuing permits, licenses, and certificates to customers as required, and providing excellent customer service.

Essential Functions
The following duties are normal for this classification. The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Specific duties listed may not be required for all positions within this classification but are determined by the normal requirements for the particular position.

Rotates through all customer service and cashier roles/positions with sufficient frequency and duration to maintain specific knowledge of related computer software required to perform any role, function or task required for day-to-day operations relating to receipt of payments and customer account changes and/or information requests.
Maintains a professional relationship and demeanor with all customers; provides all services with courtesy and patience.
Reviews customer information with reference to existing customer service database while initiating new accounts to ensure good standing and unpaid balances which may be due.
Performs clerical/bookkeeping activities associated with processing accounts payables/receivables; performs applicable calculations; processes payments.
Maintains working knowledge of all policies regarding the activities required for day-to-day department operations.
Collects on delinquent accounts per proper policies and procedures.
Performs accounting/bookkeeping functions, specifically: enters financial data; balancing cash/check/credit card receipts; preparing bank deposits; maintaining account records; preparing journal entries, and spreadsheets.
Performs data entry functions by keying data into computer system; retrieves, reviews, or modifies data in computer database; generates computerized reports.
Types and receives forms, memos, correspondence, payments, and documentation; processes, responds, copies/distributes, forwards, and maintains.
Receives and distributes incoming mail; prepares outgoing mail.
Monitors and requests to order office supplies, departmental forms, and other materials to ensure adequate inventory.

Initiates/receives transmission of messages and documents via facsimile machine and/or email.
Prepares departmental files; maintains computerized and hard-copy file systems of departmental records.
Fulfills customer service duties for walk-in traffic as well as at phone stations; performs activities associated with customer service functions; provides assistance and information related to departmental procedures, services, fees, forms, or other issues; receives money in payment of departmental fees or services; responds to routine questions, complaints or requests for service; initiates problem resolution.
Answers the telephone; provides information and assistance; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary; dispatches work order requests for service.
Prepares, maintains and balances change drawer; prepares daily deposit, and remains within the cash over/short policy.
Refers to departmental operating procedures, administrative policies, regulations, standards, and/or reference manuals and other sources in performing assigned job duties.
Assists with special projects as assigned.
Recommends policies and procedures that guide and support the provision of quality services by the department.
Incorporates continuous quality improvement principles in day-to-day activities.
Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.
Must meet regular attendance requirements.
Must be able to maintain good interpersonal relationships with staff, co-workers, and managers.

ADDITIONAL ESSENTIAL FUNCTIONS IF ASSIGNED TO WATER & SEWER DEPARTMENT:

Receives and documents payments for new accounts as well as existing accounts including routine account payments; uses utility billing software/database to track account histories as needed using whatever customer provided information to secure the correct account information.

Opens, closes, and/or transfers accounts using the utility billing database.
Creates and distributes work orders for water account turn-off and turn-on needs; creates service orders to Environmental Services Department for new garbage service when accounts are activated in the city limits.
Prepares and/or processes a variety of reports, meter readings, work orders, applications, extensions, relief credits, and other documentation associated with water utility operations; maintains, forwards, distributes and/or takes other action as appropriate.
Collects payment and manages ticket sales for special events as designated by management.

ADDITIONAL ESSENTIAL FUNCTIONS IF ASSIGNED TO PLANNING & DEVELOPMENT SERVICES:

Receives and documents payments for building permits, temporary power, water meters and other fees.
Opens, closes, and issues appropriate permits, licenses, code compliance, and/or certificates of occupancy using related software; provides information and documents to contractors, general public, and other related parties concerning building and development within the city.
Prepares inspection requests; reviews permit applications for residential and commercial properties.
Receives calls regarding inspections; enters inspections for inspectors; scans documents into permitting software for recordkeeping; receives blueprints and plans for processing and review by plans examiner.
Prepares and/or processes a variety of reports, work orders, applications, extensions, building permit reports, census reports, and inspection reports, and other documentation associated with planning and development operations; maintains, forwards, distributes and/or takes other action as appropriate.
Performs duties of notary public as required.

Performs other related duties as required.

Minimum Qualifications
High school diploma or GED required; one (1) year of experience in customer service, billings, general clerical, or related field. Must possess and maintain a valid driver's license.

Minimum Requirements to Perform Essential Job Functions
The following requirements are normal for this classification. Specific requirements may not apply to all positions within this classification but are determined by the normal requirements for the position.

PHYSICAL REQUIREMENTS: Must be able to operate a variety of automated office equipment including a computer, printer, calculator, copiers, facsimile machines, telephone, etc. Physical demand requirements are at levels of those for sedentary work.
DATA COMPREHENSION: Requires the ability to compare and/or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things which may include forms, reports, maps, procedural and operational manuals.
INTERPERSONAL COMMUNICATION: Requires the ability to speak with and/or signal people to convey or exchange water utility or customer service information, including giving/receiving assignments and/or directions to/from co-workers, assistants, managers, or supervisors as well as communicating with the general public.
LANGUAGE ABILITY: Requires ability to read a variety of water utility-related documentation, directions, instructions, and methods and procedures. Requires the ability to write basic job-related documentation and reports with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.
INTELLIGENCE: Requires the ability to learn and understand relatively basic public relations and water-utility-related principles and techniques, to understand departmental policies and procedures, to make independent judgments in absence of supervision, and to acquire and be able to expound on knowledge of topics related to primary occupation.

VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow verbal and written instructions.
NUMERICAL APTITUDE: Requires the ability to add and subtract, multiply and divide, calculate decimals/percentages, and determine time.

FORM/SPATIAL APTITUDE: Requires the ability to visually inspect items for proper length, width, and shape using job related equipment.
MOTOR COORDINATION: Requires the ability to coordinate hands and eyes in using automated office equipment.
MANUAL DEXTERITY: Requires the ability to handle a variety of items, automated office equipment, control knobs, switches, etc. Must have the ability to use one hand for twisting motion or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.
COLOR DIFFERENTIATION: May require the ability to discern color.
INTERPERSONAL TEMPERAMENT: Requires the ability to deal with and relate to people beyond giving and receiving instructions. Must be able to adapt to and perform under minimal stress when confronted with an emergency.
PHYSICAL COMMUNICATION: Requires the ability to talk, express, or exchange ideas by means of spoken words and/or hear and perceive nature of sounds by ear.
The City of Tuscaloosa offers a comprehensive benefits package to full-time permanent employees that includes retirement, vacation and illness leave, paid holidays, medical and dental insurance, flexible spending account, life insurance, and other supplemental insurances and deferred retirement saving plans.

For a more detailed overview of our benefits package, please visit the Employee Benefits Summary within our website or contact the Human Resource Department at (205) 248-5230.

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