UTILITY MANAGEMENT SPECIALIST (LIMITED TERM)

Note:  This is a re-announcement to better reflect changes in the department hiring needs and 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.

Arlington County's Department of Environment Services has a great development opportunity to join a dynamic customer service team, and to actively perform many of the different tasks that are required to effectively deliver outstanding service to our more than 37,000 utility customers. 

This employee will provide operational support to the Customer Services Office (CSO) during the integration of its new Utilities Information Billing System (UIBS) and directly support the functional work of the CSO Manager and other key CSO employees so that they can more fully participate in the UIBS project.

The CSO manages utilities billing and fee collection services for approximately 37,400 commercial and residential customer accounts receiving water, sewer and refuse services from Arlington County. The CSO is also responsible for reviewing and analyzing water consumption data and service charges of 196,000 billing statements annually representing more than $86M in billed charges for monthly cycle billing and delinquent notices and bi-weekly final bills.

Specific duties include: 

• Assisting the Customer Services Manager and other key staff members by providing them with additional capacity during the UIBS integration and giving general support with various daily responsibilities;
• Managing potentially complex billing disputes and collaborating with the Customer Call Center Manager on escalated customer service issues;
• Supporting and serving as a back-up to the Billing Coordinator with the timely review of 14K+ bills each month including the review of the meter reading data to ensure correct information is being billed to customers;
• Reading and interpreting policies and procedures and providing guidance to USO staff on related issues;
• Analyzing customer data and other available metrics, and generating periodic reports such as variance reports, customer accounting reports, and employee productivity reports;
• Providing contract management for bill printing and mailing services; and
• Contributing to the integration of the new UIBS through the completion of special projects, system testing and other miscellaneous related tasks.

Minimum: Bachelor's degree in Business Administration, Computer Science or related field, plus progressively responsible experience in program administration and/or project management support in the utilities or similar industry.

Substitution: Additional relevant experience may be substituted for the education requirement on a year for year basis.

Desirable: Preference may be given to applicants with experience in one or more of the following:

• Writing documentation on systems program protocols, business processes and procedures;
• Troubleshooting various software applications or system issues; and
• Assisting in project planning, design, implementation and evaluation in the utilities or similar industry.

Please complete each section of the application. A resume may be attached; however, it will not substitute for the completed application.  Incomplete applications will not be considered. 

Work hours: 8:00 a.m. to 5:00 p.m., Monday through Friday. Some evening and weekend work may be occasionally required.

This is a full-time, limited duration position expected to last for not more than 15 months. Employee is eligible for benefits including leave and health insurance. 

Salary listed at the top of the announcement effective at the beginning of the FY2019 budget year, starting on July 1, 2018.