Account Representative - Utility Billing (LTE)

Account Representative - Utility Billing (LTE)

Salary

$68,845.30 - $94,981.02 Annually

Location

Bellevue City Hall, 450 110th Ave NE, Bellevue, WA

Job Type

Limited Term

Remote Employment

Flexible/Hybrid

Job Number

26-00224

Department

Utilities

Division

UT RMCS BusSvcs CustomerSvc

Opening Date

06/30/2026

Closing Date

7/7/2026 11:59 PM Pacific

FLSA

Non-Exempt

Bargaining Unit

NONAFF

• Description
• Benefits
• Questions

Come Join the City of Bellevue!

Please fill out your application as fully as possible. The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. Read the "Hiring Process" section below to learn more.

New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Job Summary

The City of Bellevue is currently accepting applications for Account Representative- Utility Billing. Bellevue has approximately 38,000 customers who are billed in 8 billing cycles of approximately 4,750 customers each. These cycles are assigned to Account Representatives for pre-billing and account management. This position involves a high degree of contact with the public. This person answers concerns, questions, and complaints from Utility customers- either by phone or in person. This person also uses math skills to calculate bills and adjustments. Communication skills are used to deal with customers who are unhappy or may require special assistance. There are some clerical duties that are performed in an automated environment. This position works under the moderate to general supervision of the Utility Billing Manager.

This LTE opportunity goes until December 31, 2027.

Essential Duties and Responsibilities

• Responds to customer concerns, inquiries or complaints as received via phone or in person. Some of these customers are irate and require especially tactful handling. Provides technical support for customers experiencing problems using MyUtilityBill.
• Explains the charges for water, sewer and storm drainage as they appear on customer accounts.
• Calculates adjustments to accounts as necessary.
• Monitors accounts for delinquency, or collection action. Makes payment arrangements as necessary. Interprets and applies knowledge of applicable laws and shut-off procedures as necessary.
• Manages routine correspondence.
• Evaluates and analyzes the accuracy of billing charges prior to, and after billing. Determines corrections to be made and adjusts accounts as necessary.
• Is often the first point of contact for Utilities. Must have a thorough knowledge of the activities and other functions of Utilities and the City.
• Coordinates with Utilities Operations and Maintenance field staff regarding meter reading, meter change outs, and customer service issues.

Qualifications

Education & Experience Requirements

• High school diploma or equivalent.
• Two to three years of responsible, related experience in direct customer service. Utility customer service experience preferred.
• Or any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities.

Additional Qualification Criteria

• Knowledge of relevant office equipment, practices and procedures.
• Experience with windows-based software. Working knowledge of Word and Excel. Ability to quickly master billing software.
• Excellent oral and written communication skills, ability to express thoughts clearly, and facilitate exchange of information. Quick thinker.
• Ability to prioritize work and meet deadlines in a multi-task environment with frequent interruptions.
• Good math skills required to calculate adjustments to customer accounts.
• Ability to maintain confidentiality.
• Must be able to interact with people in a courteous and sensitive manner with patience. Occasionally deals with irate, antagonistic, or frustrated customers.
• Ability to remain flexible, able to shift priorities as needed- open to new ideas and changes in the work group.
• Bellevue is a diverse community- patience and understanding required when dealing with customers whose first language is not English.
• Detail oriented.
• Demonstrated ability to work as part of a team.

Supplemental Information

Working Conditions & Physical Requirements

• The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus.
• The employee may be required to push, pull, lift and/or carry up to 20 pounds.
• The noise level in the work environment is moderately quiet.

Limited Term Employee (LTE): A fully benefited employee appointed to serve in a position scheduled to work a minimum of 30 hours a week for a specific project with a specific ending date which is anticipated to last more than five months but in no event longer than three consecutive years (36 months).

Flexible/Hybrid Working: Remote work for this position is subject to departments operational needs and will be discussed with candidates during the selection process. Full-time remote work is not an option. Once hired, employees must reside in the State of Washington and within commuting distance to Bellevue City Hall.

HIRING PROCESS

The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. To evaluate all candidates fairly and equitably, the City will make all applicants anonymous when we are screening the applications. We will redact information from our application such as your name, address, and other demographics. To help us, please complete the online application form as fully as possible.

• Answer the Supplemental Questions when requested which can be found on the Questions tab of the Job posting.
• We do not accept resumes and cover letters during the anonymous application screening stage, unless otherwise stated in the job description.
• Applicants advancing to the next stage may be required to provide a cover letter, resume, writing sample, and references.

CONDITIONS OF EMPLOYMENT

• All candidates will be required to establish employment authorization and identity at the time of hire. The City is not able to sponsor work visas.
• All positions require the completion of references checks, including at least one prior supervisor.
• Some positions may require completion of a criminal background check prior to start employment
• Some positions may require obtaining a commercial drivers license (CDL), licensures, or additional certifications.

At the City of Bellevue, youll be part of a team committed to providing exceptional customer service, upholding the public interest and advancing the community vision. The six essential and enduring principles that guide our individual actions, our interactions, and our decision making in the City of Bellevue organization is: Exceptional Public Service, Stewardship, Commitment to Employees, Integrity, Innovation, and Diversity, Equity & Inclusion. Youll work in an environment that is innovative, collaborative, future focused, and committed to excellence. Bellevue welcomes the world. Our diversity is our strength. We embrace the future while respecting our past. Its what makes the City of Bellevue an exciting place to work, live, and explore.

Have we piqued your interest yet? Come join our team! The City of Bellevue supports workplace diversity. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetic information, disability, age, veteran status, or any other protected status. Persons needing assistance with the application process may call the Human Resources Office, at 425-452-6838 or recruiting@bellevuewa.gov. If you are invited to participate in the selection process and need ADA accommodations, please notify HR before you are scheduled for an interview or testing.

The City of Bellevue participates in the E-Verify program. Learn more about the E-Verify program.

https://www.e-verify.gov/sites/default/files/IER_RightToWorkPoster.pdf

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPosterES.pdf

For any technical difficulties with your application, please contact the NEOGOV support line at 855-524-5627.

Please be sure to check your junk folder for any messages that may be sent to you about this recruitment.

The City of Bellevue offers employees a comprehensive benefits package providing choice, flexibility, and value!

Please Note: Seasonal, part-time, and variable employees are not eligible for the below benefits except for mandatory participation in the retirement plan assigned to the position, which will be the Municipal Employees Benefit Trust (MEBT 2) retirement plan or the Washington State Public Employees Retirement System (PERS) retirement plan and any other benefits as required by law.

The following summary applies to fully benefited positions:

Medical

Employees are offered a choice of medical coverage through the Citys self-insured Preferred Provider Organization (PPO) plan or Kaiser Permanente (HMO).

Dental

Employees are offered a choice of two dental carriers with plans that offer regular checkups, x-rays, fillings, and crowns. Orthodontia is available through one of the carriers.

Vision

Employees are offered a choice of vision coverage through an annual exam-only plan or a buy-up plan which includes an annual eye exam and hardware coverage.

Retirement Plans - Employees are offered three retirement plans:

• Washington State Department of Retirement Systems (DRS): Mandatory participation (PERS, LEOFF or PSERS), depending upon eligibility.
• City of Bellevue Municipal Employees Benefit Trust (MEBT): Optional participation in this 401(k) retirement savings plan with employer match contributions that vest on a 3-year schedule.
• Deferred Compensation Program (457 DCP): Optional participation in the supplemental Deferred Compensation Program also administered by DRS that allows tax-deferred savings into a variety of investments options.

Other benefits include:

More detailed information about our employee benefits is available at https://c2mb.ajg.com/cityofbellevue

• Flexible Spending Accounts (FSAs)
• Life/Accidental Death and Dismemberment (AD&D) Insurance
• Long Term Disability (LTD)
• Survivor Income
• Employee Assistance Program (EAP)
• 11 observed holidays per year plus 2 additional personal holidays, vacation (standard accrual of 12 days a year), and sick leave (accumulated at the rate of one day per month)
• An ORCA Card bus pass
• On-site fitness center, and self service food/coffee options
• Career development and training programs
• Tuition Reimbursement Program
• Employee Resource Groups (ERGs)

Paydays - The City of Bellevue pays employees on the 8th and the 23rd of each month (24 pay periods per year).

Please note: The City of Bellevue does not participate in the Social Security Administration (SSA) program and employees do not earn social security credits. The mandatory DRS retirement pension plan provides the required social security replacement plan.

NOTE: This is a brief summary of the benefit programs for the Citys non-represented employees. Every effort has been made to ensure its accuracy. Benefits for employees represented by a collective bargaining agreement (CBA) may have different benefits. If any information on this document conflicts with the provisions of a CBA, the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.

01

APPLICANT NOTICE: Your answers below will be used to review this application. The experience listed here MUST match the work history provided in your application. If your answers do not align, you may edit your application before submitting. Please note, it is not acceptable to use "See Resume" or "See Above" in your answers below and we do not accept resumes as a substitute for a completed application.

• I confirm that the information provided here is consistent with my application.
• I do not agree with the statements above.

02

Which statement below best describes the highest level of education you have completed?

• High school graduate, diploma or the equivalent (GED)
• Associate degree
• Bachelors Degree
• Masters Degree or above

03

How many years of direct customer service experience do you have?

• 0-2 years of experience
• 2-3 years of experience
• More than 3 years of experience

04

Please describe your direct customer service experience.

05

Which best describes your experience with billing or account management?

• No experience
• Some experience in a non-utility environment
• One year or more experience in a utility billing environment
• Extensive experience in a utility billing environment (3+ years)

06

Which best describes your comfort level handling irate or frustrated customers?

• Not comfortable
• Somewhat comfortable
• Comfortable
• Very comfortable and experienced

07

How would you rate your proficiency with Microsoft Excel?

• Beginner
• Intermediate
• Advanced

08

How much experience do you have using specialized billing or account management software?

• No experience
• Limited experience
• Moderate experience
• Extensive experience

09

This role requires evaluating and adjusting billing accounts. How confident are you in performing these types of calculations?

• Not confident
• Somewhat confident
• Confident
• Very confident and experienced

10

Which of the following types of customer interactions have you handled in previous roles?

• Phone-based customer service
• In-person customer service
• Responding to customer complaints
• Supporting customers who speak English as a second language
• Handling escalated or irate customers
• Assisting customers with online portal or account access issues
• None of the above

11

Which of the following tasks have you performed in past roles?

• Reviewing customer accounts for accuracy
• Preparing written correspondence to customers
• Making payment arrangements with customers
• Monitoring accounts for delinquency
• Coordinating with field staff or operations teams
• Entering data into automated systems
• None of the above

12

Which skills do you feel you demonstrate strongly?

• Clear verbal communication
• Clear written communication
• De-escalation and conflict resolution
• Organization and prioritization
• Attention to detail
• Adaptability to changing priorities
• Team collaboration
• None of the above

13

The City of Bellevue is a hybrid workplace. This is a Washington State job, and candidates must reside within a reasonable distance of City Hall and be onsite in Bellevue at least 2 day(s) per week.

• Yes, I am interested in hybrid schedule and available to be onsite 2 or more days per week.
• No, I am interested in only fully remote position.

Required Question

Employer City of Bellevue

Address PO Box 90012

Bellevue, Washington, 98009

Website http://www.bellevuewa.gov/