Billing & Support Specialist I

City Hallmid

Customer SupportBilling Support Specialist

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Quick Summary

Requirements Summary

Three or more years of customer service experience. High school diploma or equivalent. Valid driver’s license with a favorable driving record. Excellent written and oral English communication skills.

Technical Tools

Customer SupportBilling Support Specialist

If you are a current City of Olathe employee, please click this link to apply through your Workday account.

Part Time (20 to 29 hours with KPERS benefits)

In this role you will help residents and customers resolve billing questions with clear, accurate, and respectful service.

As a Billing and Support Specialist I, you will be a key point of contact for inquiries involving utility billing, account balances, payments, and City services.

This is an on-site only position. Two shift options are available:

8:00 a.m.–1:30 p.m. Monday through Friday
11:30 a.m.–5:00 p.m. Monday through Friday

This position will be located at our City Hall location and scheduled for between 25 hours and 27.5 hours per week.

Compensation for this position is an hourly wage between $22.19/hr - $29.48/hr based on a number of factors including but not limited to education and relevant work experience.

This is the first level in a three-level career progression: Billing and Support Specialist I, II, and III.

Minimum qualifications:

Three or more years of customer service experience.
High school diploma or equivalent.
Valid driver’s license with a favorable driving record.
Excellent written and oral English communication skills.
Ability to handle confidential information with discretion.

Experience with high-volume calls, billing, reporting, accounts receivable, in-person customer service, and cash handling is preferred.

Bilingual skills, including Spanish or American Sign Language, are also preferred.

Requirements

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The Billing and Support Specialist I is responsible for interacting continuously with citizens and customers with a significant portion of their time focused on investigating and resolving billing inquiries. This role is the first level in a three level career progression of Billing Support Specialist I, II, and III.

Experience: Three or more years of experience in a customer service role is required. Experience in handling high call volume, in person interactions, billing, reporting, and other support services is preferred.

Education: A High School Diploma or equivalent is required. An associates degree or college level business coursework is preferred.

Licenses & Certifications: A valid driver’s license and favorable driving record are required.

Language: Proficiency with verbal and written English language is required. Additional proficiency with Spanish and American Sign Language is preferred.

Responsibilities

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Listens and responds to customer requests, complaints, and complex billing issues; provides information on inquiries, including information regarding policies and procedures, though chat, email, phone or in person; ensures customers remain informed on their outstanding debts and deadlines; creates invoices and credit memos; updates customer files, and sends invoices and payment reminders to customers; handles confidential and sensitive information with discretion.
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Recognizes and recommends related process improvements with internal and external teams to gain efficiencies; writes, updates, and regularly reviews scripts and workflow process documentation; participates in testing software for issues and provides feedback and suggested improvements.
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Manages the status of accounts and balances and identifies inconsistencies; updates account receivable database with new accounts or missed payments; ensures the accuracy of utility services including usage and charge calculation, billing and collecting payment, cash handling procedures and citywide Accounts Receivable daily operations; ensures coordination with water companies regarding customer usage and accurately downloads usage readings into customer accounts for billing.