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Senior Utility Billing Representative

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Senior Utility Billing Representative

Salary

$6,475.89 - $7,693.04 Monthly

Location

Lacey, WA

Job Type

Full Time

Job Number

2026-00074

Department

Finance

Division

Utility Billing

Opening Date

01/15/2026

Closing Date

2/6/2026 11:59 PM Pacific

+ Description

+ Benefits

+ Questions

BASIC PURPOSE

Reporting to the Utility Billing Supervisor, under general supervision, the Senior Utility Billing Representative is responsible for leading and directing the daily work performed by the Utility Billing Representatives and ensuring front counter operations run in accordance with Department and City procedures. This position also performs duties which include, but are not limited to, participation in the utilities’ monthly utility billing and lock-off process; receiving and responding to customer service billing questions over the phone and in person; maintaining and updating customer accounts; posting cash receipts and preparing bank deposits; processing utility billing invoices and checks; sorting, providing closing estimates to escrow and distributing payments to reconcile liens; creating and managing various requests and applications related to customer accounts; and managing and archiving records.

The hiring manager reserves the right to make changes to this posting at any time and without notice.

Application Review will be the week of February 9th, 2026

First Round Interviews will tentatively be held the last week of February.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These duties include but are not limited to the following:

Supervision & Leadership

+ Supervises, leads and directs the Utility Billing Representatives, including recruiting, screening, selecting, training, scheduling, and evaluating full-time staff.

+ Provide leadership and guidance to the Utility Billing Representatives, which includes assigning priorities, balancing workloads and monitoring performance.

+ Responsible for ensuring that the Utility Billing Representatives team regularly performs at high levels that meet the City's standards for customer service, technical skills, interpersonal behaviors, and customer contacts.

+ Assists with developing and coordinating the implementation of Utility Billing section policies.

+ Serves as the technical and procedural expert for complex billing, collections and customer account issues.

+ Trains and mentors Utility Billing Representatives in advanced billing processes, system functionality and customer service standards.

+ Oversee the customer service operations of the Utility Billing Section and ensure compliance with City and departmental policies.

+ Handle escalated and sensitive customer cases, including high-bill disputes, leak adjustments and payment plan negotiations. Informs Finance management team of any significant elevated issues that arise with customers.

• Ensures that the Utility Billing Representatives are efficient in scheduling of work time and use of equipment, and that all safety methods and procedures are consistently observed.

• Monitors day-to-day operations in the section, anticipates and troubleshoots problems where needed for the section team.

• As assigned, prioritizes and schedules daily work to be performed. Schedules personnel, assigns work, ensures counter and phone coverage, and frequently participates as a working member of the team on the more significant projects providing on-site direction and performing the more complex functions of the job, and when staffing levels are low, to maintain minimum service levels.

• Regularly takes initiative in recommending changes in work methods, policies, and procedures to improve levels of service delivery and improve process efficiencies.

• Responsible for preparing and posting payment reversals, adjustments, and collections procedures, as assigned.

Division Administration

+ Oversee daily payment processing, deposits and account reconciliation to ensure compliance with fiscal policies.

+ Oversees delinquency shut-off process and the flow of work from office staff to AMI Technicians.

+ Research problem utility accounts in a timely manner.

+ Provide metrics as requested.

+ Provides regular updates on the projects in process, workflows, and training opportunities within the Customer Service section the Utility Billing division.

• Perform internal control tasks including review of leak adjustments, discount applications, payment plans, and other documents.

+ Works with metering software to identify tampers and customer leaks.

+ Perform Utility Billing Representative duties as needed during staff shortages or high-volume periods.

Other Duties Assigned

+ Special projects as assigned.

QUALIFICATIONS

High School Diploma or equivalent AND three (3) years of increasingly responsible work experience in a financial office environment with customer support emphasis OR in an accounting function such as bookkeeping or financial management OR in similar work environment relating to the assigned activities in Utility Billing. Must also have at least one (1) year of work experience which demonstrates the ability to lead or mentor, plan work assignments, and assume responsibility in work situations which may have been obtained current.

* May have a combination of experience, education, and training that would substitute for the above requirements.

PREFERRED QUALIFICATIONS:

+ Public Sector working experience.

+ Associate’s degree in accounting, bookkeeping, finance, or a closely related field.

+ Experience working in Utility Billing in public agency.

+ Intermediate experience using Microsoft Excel.

SPECIAL REQUIREMENTS OR LICENSE(S):

+ Must pass a background investigation (including financial background investigation) and successfully complete reference checks.

+ Must maintain a level of physical and mental fitness necessary to perform the essential functions of the position, with or without a reasonable accommodation.

+ Must be attentive to job safety considerations and follows all required safety policies, procedures and techniques.

+ Must possess a valid Washington State driver’s license at time of hire OR must obtain within 30 days from date of hire and must have a driving record acceptable to the City and the City’s insurance carrier; OR must be able to provide own transportation to and from job, meetings, and related job sites.

+ Verification of identity and United States work authorization must be complete a required by the Immigration Reform and Control Act.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

+ Principles and practices of effective supervision and performance.

+ Basic Water, Wastewater and Stormwater utility operations and services.

+ Utility rate structures, meter reading and billing cycles.

+ Customer services standards and interpersonal skills using tact, patience, respect and courtesy.

+ Collection best practices.

+ Lacey Municipal Code related to utility functions.

+ Washington State laws related to liens and collections.

+ Modern office procedures, methods, and equipment including computers and computer applications such as the Microsoft Office suite of applications, including Excel, Outlook and Word, as well as statistical databases.

+ Mathematic computations adequate to correctly perform work.

+ Clear and effective oral and written communication principles and practices (e.g., English usage, spelling, grammar, and punctuation) to include principles of public relations and customer service.

+ Confidentiality of customer records.

+ Cash handling best practices.

Skill In:

+ Management of high-volume customer service calls and interactions.

+ Resolving customer complaints by balancing empathy and authority.

+ Supporting and managing changes to process, technology and systems.

+ Demonstrating mastery of customer service principles and best practices, including active listening, courtesy, understanding, concern, and de-escalation.

+ Interpreting, applying, and explaining rules, regulations, policies, and procedures.

+ Reviewing, researching, verifying, and reconciling account information.

+ Performing a variety of calculations and paying attention to detail and accuracy.

+ Maintaining attention to timelines, detail, and accuracy.

+ Communication of complex and sensitive information.

+ Diplomacy and presenting a positive image of the City, both verbally and in writing.

+ Using sound judgment and demonstrating dependability.

+ Responding to inquiries or complaints from customers, staff, management, and members of the general public or referring them onto the appropriate individual or department.

+ Utilizing computer software programs and other relevant software affecting assigned work (e.g. Microsoft Excel) and in compiling and preparing spreadsheets.

Ability to:

+ Train and coach new staff and support the continuing skill development.

+ Lead, train and direct staff and effectively.

+ Coordinate assigned projects, distribute workload and provide customer coverage.

+ Motivate and encourage teamwork and positive customer service approach.

+ Maintain customer confidentiality in all communications and actions, being mindful of visible exposure of paperwork in workspaces.

+ Prioritize work, and cope with interruptions, changes and rigid deadlines.

+ Apply effective customer service techniques; respond to customer inquiries and complaints in a courteous, understanding and concerned manner.

+ Perform detailed research, organize, and present findings.

+ Create spreadsheets using Microsoft Excel or related software and perform a variety of formula calculations.

+ Regularly take initiative in recommending changes in work methods, policies, and procedures to improve levels of service delivery and improve overall operating efficiencies.

+ Prioritize and coordinate total efforts to accomplish a task or provide a service within established deadlines.

+ Coordinate and carry on a number of activities simultaneously under stressful and busy conditions.

+ Accurately type 55 wpm.

+ Work independently from general instructions and broad work expectations with minimal direction.

+ Seek guidance, clarification, or direction when needed.

+ Establish and maintain effective and positive working relationships with co-workers, employees, department officials, elected officials, and the general public.

+ Listen to and resolve problems in a manner that is responsive to the needs of the customer and promotes professional customer service.

+ Communicate effectively verbally and in writing to diverse audiences.

+ Project a professional image and represent the City in a professional way in all interactions.

+ Maintain regular, reliable and punctual attendance.

+ Maintains high standards of behavior, appearance (as appropriate for position), and performance.

The City of Lacey understands the importance of benefits and offers a competitive and full benefits package for all regular full-time employees.

Generally, represented employees may receive some, or all, of the benefits listed below, based on their union contracts. Those employees should consult their union agreements for specific information about their benefits, which can be found on the City web page here (http://www.ci.lacey.wa.us/city-government/city-departments/human-resources/union-contracts-and-policies) .

Medical Insurance Benefits:

+ Medical - Choice of Regence BlueShield (PPO) or Kaiser Permanente (HMO) plans offered through the Association of Washington Cities (AWC) Trust.

The employer pays 100% of employee's monthly premiums and 90% of qualified dependent/domestic partner's premiums.

+ Vision - VSP with low co-pays

+ Dental – Choice of Willamette or Delta Dental plans and orthodontia coverage.

+ Employee Assistance Program (EAP) – Program that provides resources to employees, their immediate family (including dependent children) and anyone living in the employee’s household. The EAP can provide help with matters such as stress/anxiety, parenting, grief, workplace issues, legal services, financial services, and more.

Life Insurance & Long Term Disability & Accidental Death and Dismemberment

+ Employer paid life insurance plan

+ Employer paid long term disability plan

+ Employer paid accidental death and dismemberment plan

Leave Benefits:

+ Vacation (which increases with years of service)

+ 96 Hours Vacation on Accrual Basis for Non-Represented Non-Supervisory Employees, LPOG Represented Employees

+ 128 Hours Vacation on Accrual Basis After Second Year of Employment for LPMA Represented Employees & LPSMA Represented Employees

+ 135 Hours Vacation on Accrual Basis for Non-Represented Supervisor or Management Employees

+ 11 Paid Holidays

+ Floating Holidays

+ 2 Floating Holidays for Non-Represented Employees & LPSMA Represented Employees

+ 1 Floating Holiday for LPOG & LPMA Represented Employees

+ 8 Hours Sick Leave on Accrual Basis Per Month

+ Jury Duty/Military Leave

+ Bereavement Leave

*All benefits and accruals outlined in collective bargaining agreements can be found here: Policies, Union Contracts, Pay & Benefits - City of Lacey (https://cityoflacey.org/union-contracts-policies-pay/)

Investment and Retirement Programs:

+ State retirement pension plan – Includes employer paid contributions to the State of Washington State Department of Retirement Systems (DRS)

+ 457 Deferred Compensation (voluntary)- two options MissionSquare and DRS

+ Social Security benefit (for Public Employee Retirement Systems (PERS) covered staff) – Our Employee Benefits include employer paid contributions to Social Security and Employees pay the employee portion of Social Security tax.

+ HRA/VEBA plan- A designated monthly amount (a City and/or employee contribution) is paid into a Health Reimbursement Arrangement (HRA) VEBA account. An HRA is a type of health plan savings account for your family’s medical care expenses and premiums, which can be accessed during employment with the City or saved and used at separation or retirement.

+ 1% Benefit - Employer provides a 1% contribution of your monthly salary pre-tax towards two options; 1) applied to insurance premium amount owed for dependent coverage or invested into a 457 deferred compensation account; OR a cash disbursement amount applied to your check monthly but the amount is taxed.

Voluntary Benefits:

+ Optional plans for additional life insurance, disability, and accident coverage

+ Flexible Spending Account (FSA) Plan - employees can contribute pre-tax contributions toward IRS allowed, qualifying medical and/or daycare expenses.

Wellness Program:

+ The City has a robust employee Wellness program that offers a variety of resources and activities for employee well-being.

Flexible Working Arrangements:

+ In recognition of Commute Trip reduction efforts, the City of Lacey provides flexible and alternative work schedules for many of our workforce positions.

+ City Hall is within minutes driving from I-5 Exit 108, and within walking/biking distance from Park and Ride Transit Martin Way Location and the Chehalis Western Trail.

Tuition Reimbursement:

+ The City promotes a learning environment and encourages opportunities for employees to continue to grow in their positions and careers. The City offers tuition reimbursement (as outline in City Personnel Policies) for eligible employees.

Public Service Loan Forgiveness Program (PSLF):

+ Employees are also eligible to apply to The Public Service Loan Forgiveness Program. This program is a United States government program that was created under the College Cost Reduction and Access Act of 2007 to provide indebted professionals a way out of their federal student loan debt burden by working full-time in public service.

*Note: Regular part-time employees may be eligible for pro-rated benefits (medical/dental/vision) depending on the hours of work assigned to the position. Their spouses and dependents are not eligible for health insurance coverage.