Customer Service and Billing Assistant

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The City of Madison is looking to fill a temporary 8-month position to fulfill administrative support, financial and customer service work at Madison Water Utility. We are seeking a friendly and patient individual to serve the diverse community of Madison residents. The ideal candidate will enjoy face‑to‑face customer service and be able to manage multiple phone calls and walk‑in visitors in a fast‑paced environment while using billing software.

This position is in office and will work independently under the general supervision of the Customer Service Supervisor.

Schedule: Monday through Friday, 7:30 a.m. to 4:00 p.m. Part time hours may be available.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non‑traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

Examples of Duties and Responsibilities

• Provide information to customers on how to use the payment site
• Process billing receipts and payments
• Research returned bills and notices for correct mailing address and update customer’s account
• Utilize the billing software to make changes or input information to customers’ accounts
• Provide administrative support relative to the billing area of Water Utility
• Provide a positive, friendly presence representing Madison Water Utility
• Process water service and meter applications into respective software, generate invoices and take payments
• Provide pertinent information to Field Service Analysts and other sections as warranted
• Process Hydrant Use Permits and record payments when received
• Keep track of and provide pertinent information to Hydrant Inspectors, including list of hydrants
• Calculate, prepare and mail invoices for hydrant use charges and hydrant flow tests
• Ensure valves and keys are retrieved in timely fashion when hydrant use is complete
• Monitor general public email boxes and respond to general questions
• Perform related work as assigned

Minimum Qualifications

All applicants will be considered for this position. Depending on the number of applications, random selection may be used to determine who will proceed to the interview process.
The successful candidate will have the following skills and abilities:

• Face‑to‑face customer service experience
• Familiarity with the Madison Municipal Services bill
• Knowledge of office procedures, methods, and equipment, including the relevant use of computers for word processing, spreadsheet and database management
• Ability to work well with diverse groups - both customers and team members
• Ability to demonstrate patience and understanding
• Work without close supervision, both independently and as part of a team
• Ability to handle multiple phone calls while continuing to process work

Special Requirements

Physical Requirements: Work in this position is primarily sedentary, requiring the ability to sit/stand at a desk, answer phones in a high‑paced call center, and work on a computer with multiple monitors for extended periods of time.

* Payroll title for this position is Administrative Aide 3 (Hourly)