Utilities Service Agent II

Utilities Service Agent II

Salary

$51,833.60 - $60,174.40 Annually

Location

One Renaissance Center - 345 High Street, Hamilton, OH

Job Type

Permanent Full Time

Job Number

00830

Department

Infrastructure

Division

Customer Service

Opening Date

10/20/2026

Closing Date

10/30/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

General Description

This is an Internal Job Posting. ONLY CURRENT CITY OF HAMILTON EMPLOYEES WHO ARE AFSCME, LOCAL 3169 MEMBERS ARE ELIGIBLE TO APPLY. ALL OTHER APPLICANTS WILL BE REJECTED.

The principal function of an employee in this class is to perform responsible clerical and technical accounting work involving the collection of payments, answering citizen inquiries and processing, reviewing, and maintaining customer and financial accounts and records. The work is performed under the direction and supervision of a department head or supervisor, but some leeway is granted for independent judgment. The nature of the work performed requires that an employee in this class establish and maintain close working relationships with supervisors, fellow employees and the general public. Employees in this class have frequent public contact and/or high volume production requirements and the work may be performed under considerable stress.

This class is distinguished from the class of Utilities Service Agent I by serving as the second tier response for difficult to resolve customer situations, providing guidance and training to Utilities Service Agent Is on policies and procedures, serving as "Subject Matter Experts" for problem resolution, providing feedback to management on workflow and process issues and serving as the lead employee for a group of employees performing a given function.

Essential Job Functions

• Processes and/or verifies work orders, purchase orders, checks and other financial documents
• Researches errors and corrects billing, account, voucher, work order or other financial records;
• Performs computerized accounting and account lookup and/or data entry
• Answers utility billing, utility service, construction fee and parking ticket questions from customers and the public both in-person and over the phone;
• Negotiates with customers regarding unpaid utility bills, makes credit arrangements and monitors payment agreements for compliance;
• Researches and prepares reports on customer credit histories and balances accounts as necessary;
• Accepts payments on deposits, fees and debts;
• Assists customer with public and private assistance paperwork and vouchers prepares reports on activity;
• Processes and tracks utility service requests (new service, final reads, credit disconnects, etc.);
• Reconciles payments with customer records and deposits and researches discrepancies;
• Checks documents for accuracy and completeness
• Copies, faxes, files and mails customer and account financial and statistical reports and related information;
• Attends meetings, conferences and workshops as requested and authorized;
• Performs related work as required.

Skills/Knowledges/Abilities

• Thorough knowledge of utility billing policies, practices and procedures;
• Thorough knowledge of business arithmetic, financial record-keeping, and statistics and English composition and spelling;
• Thorough knowledge of modern office terminology, procedures and equipment;
• Substantial knowledge of general accounting theory, principle and practice;
• Ability to make decisions in accordance with established policies and procedures;
• Ability to independently solve problems within assigned area;
• Ability to handle confidential financial information with tact and discretion;
• Ability to establish and maintain effective working relationships with other City employees, department heads and supervisors;
• Ability to communicate well, both orally and in writing, using both technical and non-technical language;
• Ability to understand and follow oral and/or written policies, procedures and instructions;
• Ability to prepare accurate and reliable accounting reports;
• Ability to operate a mainframe client application and/or personal computer using standard word processing, spreadsheet and database applications and proprietary billing and financial systems;
• Ability to perform a variety of clerical, financial and/or customer service tasks with accuracy and speed under the pressure of time sensitive deadlines;
• Ability to accurately count/handle cash and to receive and record cash and credit card transactions in a database.

Training/Education/Qualifications

Minimum Qualifications:

• Graduation from high school or possession of a GED; and
• One to two years experience in bookkeeping, data entry, computerized accounting or general office procedure; or
• Any equivalent combination of experience and training which provides the knowledge, skills and abilities necessary to perform the work.

Preferred Qualifications:

• A minimum of advanced low proficiency in Spanish.

The below information is solely intended as a summary of the benefits available and is subject to change. Not all benefits listed are available for every position. Benefits can vary depending on applicable labor agreements and/or salary plan.

Temporary and part-time positions are not eligible for the benefits listed below.

For specific questions, contact the HR Contact indicated on the Job Posting.

Health Insurance

The City offers comprehensive medical, dental, and vision insurance coverage. The medical plan is a High Deductible Health Plan (HDHP) with a Health Savings Account (HSA) to help cover eligible healthcare expenses. Health insurance coverage begins on your date of hire.

Holidays

For many employee groups, the City provides 17 days (136 hours/year) of paid holiday leave. These include: New Years Day, Martin Luther King Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the Friday after, Christmas Eve Day, Christmas Day and New Years Eve.

Life Insurance

After six months of employment, employees are eligible for $10,000 coverage under our group life insurance policy. Additional coverage up to the employees annual salary ($40,000 maximum) may be purchased. Upon retirement this coverage will be reduced to $4,000. The premiums will be paid by the City.

Voluntary Supplemental Benefits

Life insurance (term and whole life), critical illness/cancer, accident, short / long term disability insurance

Deferred Compensation Plan

This plan allows employees to build a financial reserve for retirement by using pre-tax, payroll deducted contributions. This money is held and invested by the plans trustees in options selected by the employee. Risk levels vary depending on the options chosen. Participation is voluntary.

Retirement Plans

The Ohio Public Employees Retirement System (OPERS) and the Police and Fire Disability and Pension Fund (PFDPF) are the two plans available to City employees. Both are established by Ohio law and participation is required. Both the employee and the City of Hamilton contribute a percentage (pre-tax) into the system. Members do not pay into the Federal Social Security System. Employees and the City also contribute to Medicare.

EMPLOYEES WHO ARE COVERED BY A COLLECTIVE BARGAINING AGREEMENT (CBA) MAY HAVE BENEFITS THAT DIFFER FROM THOSE NOTED ABOVE. IN THOSE INSTANCES, YOU MUST REFER TO THE CBA FOR SPECIFIC BENEFIT DETAILS. THIS LISTING IS NOT ALL-INCLUSIVE, BUT IS INTENDED TO PROVIDE A BRIEF OVERVIEW.

01

Do you understand that this an internal posting and is ONLY FOR CURRENT CITY EMPLOYEES WHO ARE AFSCME 3169 MEMBERS? You will not be eligible for consideration if this does not apply to you.

• Yes
• No

02

Are you a current City of Hamilton employee?

• Yes
• No

03

Are you a member of AFSCME, Local 3169?

• Yes
• No

04

Ability to effectively communicate with customers on the phone, in person, and in writing. (Provide examples which show that you meet the requirement - 1 to 3 sentences.)

05

Ability to complete forms, applications, credit arrangements, correspondence, and other associated documentation to support the required tasks to meet customer needs. (Provide examples which show that you meet the requirement - 1 to 3 sentences.)

06

Ability to perform day-to-day clerical tasks such as maintaining information files and processing paperwork. (Provide examples which show that you meet the requirement - 1 to 3 sentences.)

07

Ability to handle complaints, settle disputes, resolve conflicts, and otherwise negotiate with customers and other members of the public. (Provide examples which show that you meet the requirement - 1 to 3 sentences.)

08

Knowledge of and ability to use City computers and software, including Cayenta Billing System, Cityworks, and a variety of other software programs to access, enter data, and process information. (Provide examples which show that you meet the requirement - 1 to 3 sentences.)

09

Ability to negotiate with customers regarding unpaid utility bills; knowledge and ability sufficient to make credit arrangements and monitor payment agreements for compliance. (Provide examples which show that you meet the requirement - 1 to 3 sentences.)

10

Ability to process and track utility service requests for new service, final reads, credit disconnects, etc. (Provide examples which show that you meet the requirement - 1 to 3 sentences.)

11

Did you include your CORRECT email address in your application? Please recheck. Our communication to you will be via email and its imperative that we have a valid email address.

• Yes
• No

Required Question

Employer City of Hamilton, Ohio

Address Human Resources Department

345 High Street - 3rd Floor

Hamilton, Ohio, 45011

Website http://www.hamilton-city.org