Billing Services Coordinator

The Billing Coordinator is responsible for the accurate and timely billing of utility services—including water, electric, and wastewater—as well as city services such as garbage and recycling for residential, commercial, and industrial customers. Key responsibilities include loading and transferring meter reads and account data, verifying bill calculations, processing customer statements, and assisting with account research, adjustments, and issue resolution. The Coordinator also acts as lead in the absence of the Billing Supervisor.

This role serves as a primary liaison between billing and metering, coordinating with internal metering staff, contractors, and operations personnel. The Billing Coordinator manages complex billing issues, resolves complaints, researches discrepancies, and ensures proper account adjustments. Additionally, the role identifies operational challenges, recommends improvements, and takes an active role in implementing solutions.

The ideal candidate is detail-oriented, tech-savvy, and customer-focused, with the ability to work independently while maintaining confidentiality. Success requires strong analytical and communication skills, excellent time management, adaptability, and the ability to perform accurately under pressure in a fast-paced environment.

Essential Duties & Responsibilities

METER READING & SERVICE ORDERS

- Coordinate and load meter reading routes; verify read dates and accuracy.

- Address skipped reads, incomplete routes, and read discrepancies; schedule rereads and investigations as needed.

- Create and complete service orders for meter sets, changes, removals, and discrepancies.

- Verify meter multipliers, sizes, and bill codes to ensure accurate billing on new accounts.

BILLING & ACCOUNT MANAGEMENT

- Analyze and finalize customer accounts, process daily and monthly billing, and resolve discrepancies.

- Manage complex billing processes including industrial accounts, very large power (VLP), and transmission service rate (TSR) customers.

- Create, test, and implement new bill codes to support city services.

- Process miscellaneous charges, damage claims, and adjustments; review unbilled accounts and implement corrective actions.

- Conduct detailed analysis of meter reads, usage anomalies, and system errors; apply estimation and proration guidelines when required.

- Audit billing statements and verify accuracy before release.

ANALYSIS & REPORTING

- Perform rate analysis and consumption reviews for water, electric, and wastewater accounts.

- Identify irregular usage patterns, leaks, or continuous consumption; escalate when needed.

- Prepare reports for audits, compliance, and performance monitoring.

- Assist with system upgrades, testing, and process improvements.

INTERDEPARTMENTAL COORDINATION

- Collaborate with Metering, Water, and Electric Operations to resolve usage or equipment issues.

- Partner with Customer Service to address billing concerns, payment issues, and auto-pay enrollment.

- Coordinate with New Construction to validate and apply appropriate impact, meter set, and service fees.

- Support Conservation and Customer Solutions teams by flagging potential customer-side issues such as leaks or abnormal usage.

SYSTEMS & TECHNICAL EXPERTISE

- Proficient in NorthStar CIS, GP Dynamics, MeterSense, Itron, and Tametra.

- Maintain a strong understanding of utility rate structures, account classifications, and city service charges.

- Diagnose and resolve minor technical issues in billing and meter data systems.

QUALIFICATIONS

- Strong analytical skills with exceptional attention to detail.

- Ability to work independently, prioritize multiple tasks, and meet strict deadlines in a high-volume environment.

- Excellent written and verbal communication skills; able to explain complex billing issues to internal teams and customers.

- High level of integrity, confidentiality, and discretion when handling sensitive financial and customer information.

- Adaptability and problem-solving mindset, with the ability to recommend and implement process improvements.

GENERAL RESPONSIBILITIES

- Maintain regular attendance; leave schedule should be managed so as to not interfere with ability to accomplish tasks

- Adhere to NBU safety guidelines and practices at all times and in all situations

- Maintain a clean and safe work area, office, field site and vehicle as applicable

- Develop & maintain effective customer service skills for communications with co-workers, customers and the public in general

- Maintain strict confidentiality of business, employee and customer information in written and oral communications and safeguard sensitive documents

- Adhere to NBU policies and procedures

- Exemplifies NBU Core Values of Integrity, Stewardship, Team, Culture and Safety

- Participate in and support initiatives to reach annual NBU Performance Measures

Formal Education and Work Experience Requirements

Degree/Diploma Obtained: Bachelors

Work Experience Time Frame: Three Years or More Field of Study: General Studies

Other Minimum Qualifications

- One to two years of experience with NBU and a thorough understanding of billing cycles and policies required.

- Two years of billing experience occupying a position that utilizes strong analytical skills in any industry may be substituted for experience at NBU.

- Ability to operate various standard office machines with accuracy and dexterity.