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. 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.