Public Utility Account Representative

Public Utility Account Representative

Salary

$44,359.00 - $69,777.00 Annually

Location

City Hall, 442 W. Washington Street, Suffolk, VA

Job Type

Full Time

Job Number

04722

Department

PUBLIC UTILITIES CUST SERVICE

Opening Date

10/27/2026

Closing Date

11/3/2026 12:00 PM Eastern

• Description
• Benefits
• Questions

Description

Under limited supervision, performs internal service and fiscal work of a business nature for the Department of Public Utilities. Work involves answering telephones and handling routine and non-routine requests for information. Employee is also responsible for maintaining a variety of records and files. Employee must exercise independent judgment and initiative in completing assignments. Employee must also exercise tact and courtesy in frequent contact with customers and the general public. Reports to Assistant Utility Operations Account Manager.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Essential Job Functions

• Answer calls in a call center atmosphere, calls can be back-to-back and stressful in nature.
• Resolves customer inquiries via phone, face-to-face interactions, email, and written correspondence.
• Performs analytical reviews of customer account transactions and makes informed decisions relative to adjustments, pay arrangements, potential field activities.
• Creates service request for field staff.
• Interprets information from a variety of databases.
• Provide information or referring inquiries to appropriate personnel.
• Performs cashiering, must maintain accurate records when handling funds. Funds must balance each day, and position will be held accountable for discrepancies.
• Responsible for processing, billing, and payments of facility charges

Maintains records with customer information, ensures accuracy when inputting into the billing system.

• Appropriately handle confidential customer information at all times.
• Performs information searches for customer data prior to creating accounts.
• Responsible for accurately inputting information into spreadsheets for meter placement tracking, and transfers of balances.
• Performs daily dispatching of tickets to the field staff, or afterhours staff.
• Filing tickets each day.
• Performs other related duties as required.

Required Qualifications

Associates Degree in bookkeeping or accounting and 3 to 5 years of experience in clerical and bookkeeping work; or any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Requires a valid drivers license.

Supplemental Information

Knowledge, Skills & Abilities

• Knowledge of the policies and procedures, organization and function of the Department of Public Utilities.
• Knowledge of modern office practices, procedures, equipment and standard clerical techniques.
• Skilled in the operation of a computer or electronic data-entry equipment.
• Ability to interpret policy and procedural guidelines and to resolve problems and questions.
• Ability to screen communications and, based on content, handle independently or route to proper source.
• Ability to maintain a variety of moderately complex records and to compile reports from such records.
• Ability to compare figures accurately. Is able to type with accuracy at the speed required by the position.
• Ability to communicate effectively in oral and written form.
• Ability to exercise independent judgment and initiative in completing assignments.
• Ability to exercise tact and courtesy in frequent contact with customers and the public.
• Ability to establish and maintain effective working relationships as necessitated by work assignments.
• Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
• Ability of speaking to people to convey or exchange information. Includes receiving assignments and/or directions from superiors.
• Ability to read a variety of reports, records and forms. Requires the ability to prepare cash reports, deposit slips, and other related forms using prescribed formats. Requires the ability to speak to people with poise, voice control and confidence.
• Ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation.
• Ability to record and deliver information, to explain procedures, to follow oral and written instructions. Must be able to communicate effectively and efficiently in standard English.
• Ability to utilize mathematical formulas; to add and subtract; multiply and divide; utilize decimals and percentages.
• Ability to inspect items for proper length, width and shape.

Performance Evaluation Criteria

• Quality of Work
• Quantity of Work
• Dependability
• Attendance
• Initiative and Enthusiasm
• Judgment
• Cooperation
• Relationships
• Coordination of Work
• Safety

Physical Requirements

Must be physically able to operate a variety of automated office machines including computers, calculators, copiers, facsimile machines, etc. Must be able to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for periods of time. Requires the ability to coordinate hands and eyes rapidly and accurately in using automated office equipment. Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination. Does not require the ability to differentiate between colors and shades of color. Must be adaptable to performing under stress when confronted with persons acting under stress. Requires the ability to talk and/or hear: (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear).

FLSA Status

Non Exempt

Seasonal Employees- No Benefits

Part-time Employees - Sick Leave (See below)

Full Time Employees are eligible for the following benefits;

Retirement (Virginia Retirement System employer) for employees hired on or after 1/1/14 - Hybrid Members

Hybrid plan members contribute 4 percent of creditable compensation to the defined benefit plan and 1 percent to the defined contribution plan each month. Members may voluntarily contribute up to an additional 4 percent in 0.5 percent increments to the defined contribution plan each month. Members can increase or decrease their voluntary contributions on a quarterly basis. With the mandatory and voluntary contributions to the defined contribution component of the plan, members can contribute a maximum of 5 percent with a 3.5 percent match from the employer. Members invest in various investment options that best fit their needs.

Vested after 5 years in the defined benefit part of the plan. Vested in phases based on years in the Defined Contribution part of the Plan. The retirement eligibility for a full or reduced retirement pension in the Hybrid Plan is very detailed. Please contact the Virginia Retirement System or the Human Resources Department for details.

Paid Time Off (PTO)

Yearly earnings

120 Hours (1-59 months), 144 Hours (60-119 months), 168 Hours (120- 179 months), 192 Hours (180 and over)

Sick Leave

Part Time employees earn 4 hours per month Sick leave accrues at the end of the month and may be accrued with no ceiling.

Personal Leave

All regular full time employees are granted 24 hours of personal leave each calendar year. Personal leave must be preapproved and is not cumulative.

Health Insurance

Coverage available for you and your eligible dependents using pre-tax payroll deductions if elected.

Supplemental Insurances

Employees may purchase the following supplemental insurance policies: short term and long term disability, cancer, accident, supplemental hospitalization, and group universal life insurance.

Employer Sponsored Short Term and Long Term Disability

Provides disability coverage for employees work and non-work related disabilities. Work related disabilities are covered starting on day one (1). Non work related disabilities are covered starting on day eight (8), after you have been employed for one year.

Flexible Spending Accounts

Employees may participate in the Health Reimbursement, Dependent Care Reimbursement and Premium Reimbursement Accounts. All deductions are made on a pre-tax basis and will reduce your taxable income.

Life Insurance

The city pays the entire premium for life insurance coverage in the amount of 2 times annual salary for natural death and 4 times annual salary for accidental death.

Optional Life Insurance

Employees have the option of electing additional life insurance coverage in the amount of 1, 2, 3 or 4 times their annual salary. Employees may only purchase optional life insurance on spouses and children if they are enrolled in optional life insurance for themselves.

Family and Medical Leave Act (FMLA)

12 weeks of job protected leave for leaves approved in accordance with the Family Medical Leave Act. Employees receive continuation of health insurance, job protection and consideration for a comparable job when available, or an equivalent job, upon return to work.

Funeral Leave

24 hours of paid leave of absence in case of death in immediate family.

Holidays

Suffolk follows the Virginia State holiday calendar as set by the Governor of the Commonwealth of Virginia.

Jury Duty

Time off with pay with difference between jury pay and regular pay or use annual leave and keep check.

457 Deferred Compensation, ROTH IRA, Traditional IRA

Offered through ICMA Retirement Corporation as a way to shelter a portion of your salary from income taxes and save for retirement.

Employee Assistance Program

Offers employees and immediate family members (3) free, confidential counseling sessions related to a broad range of issues such as marital or family conflict, job or personal stress, alcohol or drug abuse, financial or legal worries, etc.

Workers Compensation

Should an employee have an on the job injury, he/she could be eligible for Workmens Compensation Benefits, except in cases of willful neglect.

Pay Days

Employees will be paid on the 15th and last working day of each month.

Credit Union

A Suffolk Credit Union is available to employees.

Legal Services

Employees may prepay for access to legal assistance.

Notary Public Services

Services available in the Human Resources Department.

Alternative Work Schedule

For some positions -Offers 4 Alternative Work Schedule options to provide employees with greater control over their personal and professional time, as well as reducing absences.

01

What is your highest level of education in bookkeeping or accounting?

• No formal education in bookkeeping or accounting
• Some college coursework
• Associate's degree
• Bachelor's degree or higher

02

How many years of combined clerical and bookkeeping experience do you have?

• None
• Less than 1 year
• 1-2 years
• 3-5 years
• More than 5 years

03

Which of the following duties have you performed as part of your work experience? (Select all that apply.)

• Maintaining financial records or ledgers
• Processing invoices, payments, or deposits
• Reconciling accounts or balancing transactions
• Entering and maintaining financial or customer account information
• Preparing reports or processing clerical documentation
• None of the above

04

Which of the following customer service or account-related duties have you performed? (Select all that apply.)

• Responding to billing or account inquiries
• Handling customer payments or payment arrangements
• Resolving customer account issues
• Providing customer service in person or by telephone
• Handling difficult customer interactions professionally
• None of the above

05

Do you possess a valid driver's license?

• Yes
• No

06

Briefly describe your experience with bookkeeping, financial transactions, account reconciliation, or related clerical duties. If you have no relevant experience, enter N/A.

Required Question

Employer City of Suffolk

Address 442 W. Washington Street, Suite 1044

Suffolk, Virginia, 23434

Phone 7575144110

Website http://www.suffolkva.us