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Employment TypeFull Time
Job SummarySalary Range $21.75 to $24.08 an hourWe are looking for a passionate Billing and Support Specialist to join us on our exciting journey to deliver exceptional service and innovative solutions. Join us if you thrive in a fast paced, collaborative setting where your contributions matter. Unlock opportunities for professional development and advancement.
We are committed to learning and growth at the City of Olathe. In this role, employees have the opportunity to learn new skills and complete varied work responsibilities each day. With each day never looking the same, we can guarantee you'll never be bored.
For more details, review the full job details and requirements below.The Billing and Support Specialist II is responsible for interacting continuously with citizens and customers while investigating and resolving inquiries, processing billing, dispatching orders, and coordinating various back-office duties. Work is completed in a team oriented and collaborative environment, also requiring the ability to work independently. This role is the second level in a three-level career progression of Billing Support Specialist I, II, and III.
Key Responsibilities - Listens and responds to customer requests, complaints, and complex issues in person, chat, email, and through phone inquiries for various city services; utilizes feedback, surveys, and other tools to develop an understanding of customer’s needs.
- Collaborates with customers, third-party institutions, and other team members to manage account status, answer questions, resolve billing inconsistencies and errors, negotiate payment schedules, and establish or disconnect service.
- Ensures the accuracy of utility services including usage/charge calculation, billing and collecting payment, cash handling procedures, and citywide Accounts Receivable daily operations; writes, updates, and regularly reviews scripts and workflow process documentation.
- Utilizes available technology systems to assist with work orders/customer needs and initiates process service requests, queries, and searches; prepares and validates a wide variety of reports, service requests, work orders, and other activities.
- Serves as the information hub between customers, work crews, supervisors, and the Billing and Support Specialist team; builds and maintains a profitable relationship with key commercial customers while participating in marketing and sales activities.
- Develops and maintains a variety of computer and office files and logs including commercial & roll-off accounts and billing information; researches records and provides City staff with requested information; prepares and manages a variety of spreadsheets and logs; enters data into the computer.
Qualifications Experience: A minimum of three years of experience handling call volume, in person interactions, billing, reporting, and other support services is required along with strong customer service skills.
Education: A high school diploma or equivalent is required. An associates degree with major coursework in business, accounting or other related field is preferred. Preference to candidates who are bondable.
Licenses & Certifications: None required.
Language: Proficiency with verbal and written English language required. Additional proficiency with Spanish and American Sign Language is preferred.
