Key Accounts Representative

Safety Status:       None

SUMMARY With primary focus on the City’s largest and most complicated customers, performs  utility account (electric, water, sewer and refuse) maintenance and research; billing of electric, water, sewer and refuse services to customers of the City of Bentonville; processes payments for utility service by phone and through the internet; communicates with the public by performing the following duties.

LEVELS OF RESPONSIBILITY

The four (4) largest customers amount to 9.75% of the utility’s revenue.

 

The four (4) wholesale customers each have special contracts that have to be individually monitored.

 

The large electric rate classes have complicated rates requiring the calculation of power factors and uses special modifications to the billing system.

 

The largest and most complicated customers prefer having a contact to assist with the inquiries and resolve any issues that arise.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. (Reporting relationship work assignments, and work schedules may be subject to change in order to meet City needs or operational requirements.  Attendance at work and the ability to get along with the public, supervisors, and co-workers are essential elements of this position.)  Other duties may be assigned.

 

Participates in the monthly preparation of combined service utility bills for approximately 30,000 customer accounts consisting of more than 55,000 validated meter readings with a value of approximately $127,000,000 a year in revenue.

 

Monitors, researches, prepares billings for and is the primary point of contact for the City’s customers with the most complicated rates and/or largest number of accounts.

 

Participates in the examination of meter readings for evidence of irregular conditions, researches accounts and prepares and reviews a portion of the approximately 3,200 work orders prepared each year.

 

Participates in the management of more than 400 residential and commercial solar power accounts.

 

Participates in the management of more than 120 large power customers.

 

Researches customer complaints and comments, then communicates results to the customer.

 

Answers phone, email and in-person inquiries about utility accounts and general City information.

 

Researches customer payments and determines if payments have been properly or misapplied.

 

Communicates by radio, phone, mail, and email with staff and customers.

 

Enters information into billing software.

 

Sets up accounts for average billing, bank drafting, penalty waiver and medical alert programs.

 

Accepts payment by phone.

 

Set-up, transfer and terminate utility service.

 

Review accounts based on customer request and grant extensions if customer qualifies.

 

Prepare adjustments to utility accounts.

 

Enter meter readings.

 

Orders tests to detect meter malfunctions.

 

Maintains all aspects of customer utility accounts.

 

Uses imaging software to archive and for research.

 

Maintain various files.

 

Operates office machines.

 

Works in a safe manner.

 

Creates delinquent notices and work orders.

 

Sets, exchanges and retires meters.

 

Investigate incorrect billings.

 

Process reverse/transfer payments.

 

Issue refunds for over payments through the auditable billing system.

 

Calculates charges.

 

Prints billing statements.

 

Process other payments.

 

Reviews records for errors causing high or unusual bills.

 

Assists in preparation of reports for outside agencies.

 

Maintains an updated list of specific tasks and procedures performed.

 

SUPERVISORY RESPONSIBILITIES  None.

 

QUALIFICATIONS  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE High School Diploma or GED and Five (5) + years related experience and/or training; or equivalent combination of education and experience.

 

LANGUAGE SKILLS  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent.  Ability to add and subtract  numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

 

REASONING ABILITY Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

 

COMPUTER SKILLS Ability to read, understand, explain, create, and modify spreadsheets, from the most simple to the more complex.  Ability to convert written and spoken ideas into useable, functional spreadsheets to be read and used inside and outside the utility billing area.  Must have demonstrated skills in Microsoft Word, Excel, Outlook, Power Point or other similar software and have the ability to learn and operate in a variety of software programs.

 

CERTIFICATES, LICENSES, REGISTRATIONS

 

Must be able to be bonded in the State of Arkansas.

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  This position requires a significant amount of “Keyboarding”.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate.

 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.