Utility Billing Specialist

Arlington, Virginia
$36,192.00 - $55,286.40 Annually
Aug 16, 2019
Aug 30, 2019
Full Time
Position Information

Note: This is a re-announcement to update the job duties. If you have already applied for this position under a former announcement number, you will need to re-apply to be considered for this vacancy.

The Department of Environmental Services is seeking to hire a Billing Specialist to the Utilities Billing team. This employee works in a team environment within the Utility Billing Office which is responsible for accurate and timely billing of 37,800 customer accounts for water and refuse services. The Billing Specialist is primarily responsible for managing the Leak Adjustment Program by monitoring incoming requests for leak adjustments and determining if customers are eligible for an adjustment by reviewing account information and applying the Leak Adjustment Policy. This employee is further responsible for determining adjustment periods and adjustment amounts and directly reporting this information to impacted customers. Managing the Leak Adjustment Program also requires the management of all related documentation, the tracking of program metrics and the preparation of related reports.

Specific duties include:
  • Managing the Leak Adjustment Program and effectively guiding residents through the application process to request a leak adjustment to their account;
  • Processing and performing quality review of meter related service orders to identify account discrepancies and ensure accuracy and completeness of registration information to update the billing system;
  • Analyzing data in the billing system to track and research accounts, and directly aggregate information from field staff or other business systems;
  • Reviewing multiple reports and billing system information to analyze water consumption and historical usage trends on accounts, identify and issue customer notification letters prior to the pertinent billing date, issue service orders to field staff for read verification or other related work, estimate meter readings, change or approve readings on accounts before service charges are calculated;
  • Coordinating the bill correction process, maintaining a log for performance measurement purposes, and sending billing files to outside contractor for printing and mailing;
  • Updating the billing system to reflect adjusted bills;
  • Keeping accurate program metrics for ongoing analysis and tracking;
  • Assisting the Billing Coordinator with the timely review of approximately 14,500 bills each month for possible errors or anomalies;
  • Providing county residents assistance with registering, accessing, and administering online account management tools, such as the online customer service portal and the paperless bill program; and
  • Supporting operational tasks as a member of a cohesive team or supporting assigned special projects such as the current effort to replace the legacy billing system.
The employee will also be cross-trained on various critical business functions performed by the team such as addressing escalated customer issues, submitting daily system jobs, processing returned payments, and issuing credit refunds.

The ideal candidate will be technically savvy in the use of multiple systems, able to manage large volumes of work according to a production schedule, analyze utility consumption and usage patterns, and have experience in the water, waste or related billing industry. The candidate will effectively communicate verbally and in writing with customers of various cultural and economic backgrounds to explain the finer points of the program policy and why a requested adjustment was either granted or denied.

Selection Criteria

Minimum: High school diploma or GED plus two years of experience providing office support including providing direct customer service support to the public and/or performing billing functions.

Substitution: Successful completion of college coursework from an accredited college or university can be substituted for the experience requirement on the following basis:
  • 2 years = 6 months of experience;
  • 4 years = 1 year of experience.
Education may not substitute for more than one year of experience.

Desirable: Preference may be given to candidates with experience in one or more of the following:
  • Validating information and calculating monetary adjustments using spreadsheets;
  • Using software systems to research and/or enter and retrieve data; and/or
  • Resolving customer billing issues or other service related complaints.

Additional Information

Work hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. Occasional overtime may be required.

Please complete each section of the application. A resume may be attached, however, it will not substitute for the completed application. Your responses to the supplemental questionnaire are considered part of the selection process and are required for this position. Incomplete applications will not be considered.

The official title of this position is Services Assistant IV.

Arlington County Government employee benefits depend on whether a position is permanent, the number of hours worked, and the number of months the position is scheduled.

Specific information on benefits and conditions of employment can be found on the Arlington County Human Resources Department website: www.arlingtonva.us/pers.

Permanent, Full-Time Appointments
All jobs are permanent, full-time appointments unless otherwise stated in the announcement. The following benefits are available:

Paid Leave : Vacation leave is earned at the rate of four hours biweekly. Leave accrual increases every three years until eight hours of leave are earned biweekly for twelve or more years of service. Sick leave is earned at the rate of four hours biweekly. There are eleven paid holidays each year.

Health and Dental Insurance : Three group health insurance plans are offered - a network open access plan, a point-of-service plan, and a health maintenance organization. A group dental insurance plan is also offered. The County pays a significant portion of the premium for these plans for employees and their dependents. A discount vision plan is provided for eye care needs.

Life Insurance : A group term policy of basic life insurance is provided at no cost to employees. The benefit is one times annual salary. Additional life insurance is available with rates based on the employee's age and smoker/non-smoker status.

Retirement : The County offers three vehicles to help you prepare for retirement: a defined benefit plan, a defined contribution plan (401(a)), and a deferred compensation plan (457). The defined benefit plan provides a monthly retirement benefit based on your final average salary and years of service with the County. You contribute a portion of your salary on a pre-tax basis to this plan. General employees contribute 4% of pay; uniformed public safety employees contribute 7.5% of pay. Employees become vested in the plan at five years of service. The County also contributes to this plan.

For general employees, the County also contributes 4.2% of pay to a defined contribution plan (401(a)) . The County also matches your 457 contribution, up to $20 per pay period, in this plan. The 457 deferred compensation plan allows you to set aside money on either a pre-tax (457b) or post-tax (457 Roth) basis up to the IRS annual limit. New employees are automatically enrolled with a pre-tax contribution equal to 2% of your base pay.

Other Benefits: The County also offers health, dependent care, and parking flexible spending accounts; long-term care insurance; tuition assistance; transit and walk/bike to work subsidies; a college savings plan; wellness programs; training opportunities; and a variety of other employee benefits.

Permanent, Part-Time Appointments:
Part time employees who work ten or more hours per week receive paid leave and benefits in proportion to the number of hours worked per week.

Limited Term Appointments:
Benefits are the same as permanent appointments except that the employees do not achieve permanent status.

Temporary Regular Appointments:
Temporary regular employees who work 30 hours or more per week are eligible for health, dental, and basic life insurance as described above. They are also eligible for vacation, sick leave, and paid holidays.

Temporary Seasonal and Occasional Appointments:
Temporary employees who work on a seasonal basis or variable hours receive sick leave, but do not normally receive other paid leave or benefits. Exceptions are noted in individual announcements.


What is your highest level of education?
  • Less than High School or GED
  • High School diploma or GED
  • AA/AS or 60 semester hours (90 Quarter hours)
  • BA/BS
  • MA/MS or higher


How many years of experience do you have providing office support to include providing direct customer service support to the public and performing billing functions?
  • None
  • Less than 1 year
  • 1 to less than 2 years
  • 2 years or more


Please describe your experience validating information and calculating monetary adjustments using spreadsheets. Please specify the type of information validated, and the software used. If you do not have this experience, type "N/A."


Please describe your experience resolving customer billing issues or other service related complaints. If you do not have this experience, type "N/A."

Required Question

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