Billing Agent II - (26-CC-600009-071)

The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a “contract” between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

General

Job Title:

Billing Agent II

Job Code:

PP0108

Supervises Directly:

No

New or Revised:

Revised

Regular or At-Will:

Regular

Date Last Revised:

1/15/2026

Exempt or Non-Exempt:

Non-Exempt

Compensation Approval Signature:

Union/ Non-Union:

Union

Department Name and Division:

CC-Revenue Assurance

Administration

Salary Schedule:

District Service (DS)

Cost Center Code:

600009

Grade:

DS11

Essential Position:

Yes

Reports To:

Supervisor, Billing

EEO Code:

Paraprofessionals

Work Format

Hybrid

Who We Are & What We Do:

At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day exceeding expectations by providing high-quality water and sewer services in a safe, environmentally friendly and efficient manner.

Role Description:

The Billing Agent II is responsible for ensuring accurate and timely billing of customer accounts; monitoring, billings and tracking the resolution of accounts suspended for billing. The role requires performing a myriad of billing functions including processing meter reading exceptions, customer account consumption analysis, evaluation of accounts suspended from billing, determining how to bill accounts, billing and account inquiries, account adjustments and complex billing resolution. Performs analysis of all customer rate classes and analyzes complex rate and billing structures. Investigate water loss and revenue issues and report findings to management staff.

Essential Duties & Responsibilities:

- Analyzes accounts that fail exception processing to determine if bills can be released from suspended status using all data sources including advanced metering infrastructure (AMI), historical data and field information.

- Communicates with external customers on all matters related to customer service, rates, revenue, debt and billing. Analyzes daily queries and reports to ascertain reasonableness of billed revenue in each billing cycle to clear exceptions.

- Accurately works billing/transaction batches and posts to the CIS system and posts billings to the account.

- Performs detailed review and analysis of government, key account, group billed accounts and commercial accounts to include accounts with multiple meters, (ie. deductions, fire line and irrigation.

- Reviews and applies appropriate action to resolve exceptions related to in meter readings and field orders discrepancies.

- Prepares written correspondence to customers. Initiates correspondence with customers specifically addressing items of concern and issues.

- Provides rate validation analysis, including high/low high and high/low low validation.

- Analyzes accounts for zero consumption, conformance of metering equipment, unbilled revenue, consecutive estimates, inactive accounts, residency vacancies, meter location, and abnormal reading and consumption patterns to determine if field work orders need to be issued or if other changes need to be made to ensure proper billing.

- Provides financial data analysis on various reports, identifies anomalies, and performs audits based on usage patterns.

- Participate in court proceedings (and/or administrative hearings) along with legal representative, providing required documentation to support water and sewer charges.

- Performs billing and maintenance of customer accounts, including processing service orders, adjustments, and transactions due to customer inquiries via telephone and email.

- Identifies root causes to exceptions and communicates improvements to supervisor.

- Maintain regular and reliable attendance.

- Performs other related duties and projects as assigned at the discretion of the immediate supervisor.

Supervisory Responsibilities: N/A

Key Working Relationships: Interacts with co-workers throughout the department and DC Water, other government agencies, private organizations, and with the general public.

Skills & Qualifications:

The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.

Required Skills & Qualifications

Required Experience:

Minimum 5 years of experience in back-office processing of revenue cycle transactions coupled with experience in complex billing resolution on commercial, residential, and non-residential accounts, trend and forecasting analysis, and customer service.

Knowledge of complex rate structures, complex billing and determination of meter configuration.

Substantive knowledge of financial data analysis, revenue projections and billing trends analysis.

Minimum Education Requirements:

Associate’s degree in Accounting, Business Administration, or a related field from an accredited college or university.

Required Skills:

Billing Operations

Key Account Management

Data Analysis & Management

Trend Analysis & Forecasting

Analytical Skills

Written & Verbal Communication

MS Office (Word, Excel, PowerPoint)

Required Licenses & Certifications:

N/A

Required Languages:

English

Physical Requirements:

General office conditions with a Telework Option

The person in this position may be required to work inclement weather conditions.

The person in this position is required to have a flexible work schedule and be available to work overtime, weekends, and holidays.

Regular and reliable attendance is an essential function of the job.

Preferred Skills & Qualifications

Preferred Experience

Prior experience with billing modules of MIS software tools like Oracle, SAP, etc.

Preferred Education Requirements:

A Bachelor’s degree in Finance, Accounting, Business Administration, or a related field from an accredited college or university.

Preferred Licenses & Certifications

Oracle Utilities Customer Care and Billing 2 Certified Implementation Specialist preferred.

Preferred Skills:

Billing Modules in CIS software (Oracle, SAP, etc.)

Customer Service

Conflict Resolution

Legal Acumen

The work environment characteristics described in the physical requirements section of the required skills & qualifications table 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 responsibilities.*

Your Experience at DC Water :

At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life’s most precious resource in the nation’s capital.

- Take pride in your work . We provide an essential service and do work that matters. A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.

- Connect to a strong culture. Everything we do is grounded in our shared values—accountability, trust, teamwork, customer focus, safety, and wellbeing.

- Be your true self. We are an inclusive organization that embraces diversity, and we recognize and celebrate employees’ individuality and unique contributions.

- Build your skills and career path. We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against “qualified individuals with disabilities.”

If a reasonable accommodation is needed to participate in the job application or interview process, to

perform essential job functions, and/or to receive other benefits and privileges of employment, please

email complianceada@dcwater.com .