Fluid Resource Management

Utility Billing Coordinator

Arroyo Grande, CA

Full-time

$80,000-$100,000

About This Job

Job Summary

The Utility Billing Coordinator serves as the primary liaison between customers and the water utility companies we represent. This multifaceted role encompasses customer service, billing, financial administration, communications, and operational coordination. The representative ensures efficient service delivery, regulatory compliance, and accurate information sharing while supporting both routine and strategic utility functions.

Responsibilities

Customer Service & Account Management

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Serve as the first point of contact for customer inquiries via phone, email, in-person, and online portals.

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Process service requests including new applications, account changes, disconnections, and reconnections.

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Handle billing questions, explain utility charges, and arrange payment plans as needed.

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Coordinate with field crews to resolve service issues, outages, and meter-related concerns.

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Update and maintain accurate customer records across utility systems.

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Respond to customer concerns during business hours; act as an escalation contact after hours.

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Educate customers on conservation programs, energy-efficiency incentives, and financial assistance options.

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Conduct leak investigations and provide follow-up communications.

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Manage leniency requests and special account considerations.

Billing & Financial Operations

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Perform bi-monthly billing using meter readings, including billing adjustments and collections.

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Manage financial records using QuickBooks, including accounts payable/receivable, bank reconciliations, and monthly reporting.

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Oversee deposits, refunds, and other payment processing in compliance with utility policies.

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Coordinate fiscal year-end activities and reporting with CPA and external accounting firms.

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Support annual reporting to state agencies and contribute to supplemental water contract management.

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Prepare and present financial summaries and updates to the Boards.

Administrative Support & Regulatory Compliance

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Create, manage, and distribute work orders, escrow updates, and outage notifications.

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Prepare meeting agendas, packets, and detailed minutes for Board and public meetings.

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Post and distribute required notices.

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Assist with the annual meeting and ballot process.

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Ensure confidentiality and compliance with utility and public agency regulations.

Communications & Community Engagement

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Manage community communications, including updates, emergency alerts, and public notices.

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Design and update the utility website with current information, forms, and announcements.

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Represent the utility at events and participate in staff training and development sessions.

General Support & Troubleshooting

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Conduct troubleshooting for customer and operational issues, including leak checks and data analysis.

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Review and approve checks and coordinate related processes.

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Provide support to operations firm and the utility Board as needed across a broad range of functions.

Qualifications

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Previous experience in a customer service role, preferably in a call center or office environment.

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Strong data entry skills with attention to detail.

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Excellent verbal and written communication skills; bilingual or multilingual abilities are a plus.

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Ability to handle high call volumes while maintaining professionalism and patience.

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Proficient in using computer systems and software applications relevant to customer service operations.

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A positive attitude, strong problem-solving skills, and the ability to work well both independently and as part of a team.

Job Type: Full-time

Pay: $80,000.00 - $100,000.00 per year

Benefits:

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401(k)

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Dental insurance

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Health insurance

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Paid time off

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Vision insurance

Schedule:

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Monday to Friday

Work Location: In person