Utility Account Specialist (Promotional Opportunity)

Utility Account Specialist (Promotional Opportunity)

Salary

$68,160.00 - $95,904.00 Annually

Location

City of Santa Cruz, CA

Job Type

Regular Full-Time

Job Number

26-073

Department

Water

Opening Date

06/04/2026

Closing Date

6/18/2026 5:00 PM Pacific

• Description
• Benefits
• Questions

The Position

The current vacancy is for Utility Account Specialist in the Water Department. This promotional recruitment is open to current regular City of Santa Cruz employees in the classified service only. Under direction, the Utility Account Specialist is responsible for coordinating and performing the day-to-day functions of utility billing, including accounts payable, accounts receivable, preparing billing notices, making payment arrangements, and performing collections; maintains customer accounts, including the calculation, uploading, and downloading of appropriate charges into the billing system; reviews and ensures utility service charges are accurately processed through the city's billing system; assists the Utility Service Representatives by performing the more complex billing tasks; researches and resolves difficult billing or meter reading issues.

The eligible list established from this recruitment may be used to fill other Promotional Utility Account Specialist vacancies that may occur during the life of the list. The eligible list established from this recruitment is valid for up to one year from the date established unless the list is extended or abolished by the Human Resources Director.

Recruitment #26-073

APPLICATION AND SELECTION PROCESS:

The following process may be changed as deemed necessary by the Human Resources Director. The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract.

• On Thursday, 06/18/26 recruitment will close. All application materials must be received by the Human Resources Department by 5:00 pm; postmarks are not accepted. To apply, submit:

• Application- online application only. Resumes are not accepted in lieu of filling out the application form completely. Click the Apply button to begin the online process.

• Response to supplemental questions- will be a primary tool in the evaluation of your qualifications for this position. Any work experience described here must also be included in your employment history on the main application.

• Week of 06/22/26: Applications will be competitively screened based on the minimum qualifications for this position. Candidates will be notified of their status in the recruitment by 07/03/26.

• Week of 07/06 and/or 07/13/26: Interviews will be tentatively scheduled for top candidates. The examination process will include an interview and may include a written and/or performance exercise.

Basic Function

Under direction, the Utility Account Specialist is responsible for coordinating and performing the day-to-day functions of utility billing, including accounts payable, accounts receivable, preparing billing notices, making payment arrangements, and performing collections; maintains customer accounts, including the calculation, uploading, and downloading of appropriate charges into the billing system; reviews and ensures utility service charges are accurately processed through the city's billing system; assists the Utility Service Representatives by performing the more complex billing tasks; researches and resolves difficult billing or meter reading issues.

Distinguishing Characteristics

Utility Account Specialist is an advanced, lead level classification. Incumbents may be assigned to utility accounts receivable, accounts payable, solid waste/refuse, or meter operations. This classification is distinguished from the lower-level Utility Service Representative I/II series in that the latter classification is responsible for the basic customer service functions of assisting customers with questions, providing information and instructions, and maintaining customer accounts. This classification is distinguished from the next higher classifications of Utility Service Supervisor in that the latter classifications are responsible for supervising the staff and overall operations in utility billing or water metering.

Typical Duties

(May include, but are not limited to, those duties listed below.)

• Establishes utility billing or meter reading schedules and imports data into utility billing software.
• Reviews and approves the utility billing or meter reading files that are uploaded and downloaded from the vendor and/or database.
• Researches misapplied payments; issues or denies rebates; processes refunds and voids payments.
• Calculates average bills for customers; determines the amount due for all past due accounts and establishes fixed monthly payments.
• Assists customers in setting up payment arrangements and addressing financial difficulties; manages payment plans.
• Performs leak bill adjustments and coordinates will-pays with customers; provides information with customers regarding leak rebate programs and processes leak applications.
• Responds to the more complex customer inquiries involving billing/payment discrepancies and resolves billing disputes with customers; advises customers of changes in account types and fees associated with new account types.
• Researches, reviews, and evaluates utility consumption data to identify irregularities using a variety of software programs; applies advanced knowledge of payment processing and billing practices to troubleshoot between utility, customer, bank, and payment processor.
• Posts utility transactions, receipts, and refunds to the general ledger to ensure compliance with regulations and policies; communicates with Information Technology and Finance department staff to resolve posting errors.
• Prepares weekly shut off lists; reviews account data to determine when a customer should be shut off.
• Interacts with Water and/or Public Works divisions to establish new customer accounts when new utility services are added to new service addresses and/or additional dwelling units; monitors completion of new meter sets and confirms meter inventory information is correct in customer accounts; monitors water usage on closed accounts.
• Establishes construction accounts eliminating non-essential services; monitors building permit status; reinstates mandatory services to update accounts upon confirmation of final permit.
• Researches and analyzes utility billing or meter reading functions; recommends changes to utility billing system.
• Oversees utility inventory changes to assure accurate and timely billing.
• Receives, collects, and processes utility payments through various payment methods ensuring payments are applied correctly to customer accounts.
• Assists customers with setting up and navigating online accounts; explains how to monitor daily water usage, review consumption patterns, and identify changes related to possible water leaks.
• Maintains accurate and organized records of customer interactions and account information; prepares reports.
• Maintains the confidentiality of customer information and billing data in accordance with privacy regulations.
• Provides technical expertise for assigned area as required.
• Assists supervisor in training new staff; Provides input into staff performance appraisals.
• May provide lead direction to Utility Service Representative I/IIs.
• May perform any duties of the Utility Service Representative I/II staff in area of assignment.
• Performs other related duties that may be reasonably expected as part of this classification.

WORKING CONDITIONS

Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard. Additionally, the position requires near and far vision in reading written reports and work-related documents. Acute hearing is required when providing phone and personal service. The need to lift and push boxes weighing up to 25 pounds is also required.

Some of the requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.

Minimum Qualifications

The minimum qualifications for Education, Experience, Knowledge, Skills and Abilities are the following:

Education and Experience

• High school diploma or tested equivalent; and
• Three (3) years of experience performing utility customer service, accounts payable, or water metering administrative duties, including one (1) year comparable to Utility Service Representative II or Water Meter Specialist II in the City of Santa Cruz.

Knowledge:

• Applicable regulations, policies, procedures, and work methods associated with utility billing, utility services, and customer service.
• Effective customer service standards and techniques, including the resolution of difficult customer complaints.
• Personal computer equipment and standard business software, including applications for performing word processing, email, and data entry/analysis.
• The operation of utility billing software.
• Principles and practices of clerical accounting including billing, accounts receivable and accounts payable.
• Standard practices, procedures, business systems applications, and equipment used in a billing and customer service office.
• Mathematics, including addition/subtraction, multiplication/division, percentages, unit conversions, and consumption rates.
• Methods and techniques for record keeping and report preparation.
• Proper grammar, spelling, and punctuation for use in business correspondence.
• Safe work practices in an office environment.

Skills:

• Computer skills to produce effective correspondence, reports, data records, and
• documents.
• Advanced interpersonal and communication skills.

Abilities:

• Read, interpret, understand, and explain applicable regulations, policies, procedures, and work methods associated with areas of assignment.
• Understand and follow written and oral instructions.
• Work independently and as a member of a team within broad parameters.
• Learn and train others on new procedures and tasks.
• Organize, prioritize, and follow up on work assignments for self and others.
• Recognize patterns and anomalies within hourly, daily, weekly, or monthly water meter usage data sets.
• Maintain accurate records.
• Learn principles to effectively coordinate and review the work of others.
• Compose correspondence.
• Develop and coordinate office systems and work schedules and work under pressure to meet deadlines.
• Effectively respond to customer complaints and problems.
• Interpret and apply administrative and departmental policies and procedures.
• Process detailed paperwork in accordance with specific procedures and policies.
• Deal tactfully with the public, in person and by telephone, in situations where relations may be strained or difficult.
• Maintain confidentiality.
• Read maps.
• Communicate effectively, both orally and in writing.
• Establish and maintain effective working relations with those encountered during the course of work.

Licenses and Certificates

• Possession and continued maintenance of a valid California Class C drivers license.

OTHER REQUIREMENTS

• None

DESIRABLE QUALIFICATIONS

• Bilingual ability to speak in English in Spanish.
• Completion of 60 semester (or equivalent) units from an accredited college or university with major coursework in accounting, business administration, or a related field.
• Banking, cash handling, and financial record keeping experience.
• Water metering experience.
• Some lead worker experience.

Career Ladder

• Utility Service Supervisor
• Utility Account Specialist
• Utility Service Field Technician I/II OR
• Utility Service Representative I/II

SALARY - This classification belongs to the Service bargaining unit. The current salary range for this position is posted on the City website. See the CITY OF SANTA CRUZ SERVICE EMPLOYEE MEMORANDUM OF UNDERSTANDING on the City website for details on pay rates and practices.

UNION REPRESENTATION - This classification belongs to the Service Employees bargaining unit. All employees within this unit are represented by the Service Employees International Union.

APPOINTMENT - Any candidate selected by the appointing department may be required to pass a pre-employment medical exam administered by a City-selected physician before hire to non-sedentary positions. Prior to starting work, all newly hired employees will be fingerprinted, to check conviction history. A conviction history will not necessarily disqualify an applicant from appointment. Candidates must present documentation verifying authorization to work in the United States and take a loyalty oath as required by the State of California at the time of hire. Appointments to regular positions are subject to a six-month probationary period (unless specified as 12-month by Service Employees MOU) which is considered a part of the selection process. Probationary employees may be terminated without recourse during this period. Positions which are covered by the Department of Transportation regulations are required to submit to a pre-employment drug test and to random drug and alcohol testing.

LEAVE

Vacation - 80 hours/year up to 5 years, 120 hours/year 6-10 years, plus 8 hours for each year after 10 years up to a maximum of 160 hours/year.

Sick - 12 days/year

Holidays - up to 11 days/year

Floating Holidays - 24 hours per year - prorated for part-time

INSURANCE - (available to employee and eligible dependents)

Medical - Depends on plan selected; City generally pays 95% of the cost of coverage (pro-rated for part-time).

Dental, Vision, Employee Assistance Program - City currently pays full cost of employee and family coverage (pro-rated for part-time). Plus an additional $29.50 per pay period.

Life - City provides a $20,000 life insurance policy.

Long Term Disability - City provides a long term disability plan.

RETIREMENT

All new regular employees become members of PERS. Public Employees Retirement System (PERS) 2% @ 62 (3 year average). Prior PERS membership may affect retirement formula. Employees contribute 9.75% of their salary to PERS on a pre-tax basis. An employee is vested after 5 years of membership. No Social Security is withheld.

ADDITIONAL BENEFITS (not all inclusive)

457 Deferred Compensation Plan

Accident Protection Insurance

Bilingual Pay if required by position

Cancer and Critical Illness Insurance

Direct Deposit

Discount Bus Pass Program

Flexible Spending Plans for Health & Dependent Care

Longevity Pay (after 10 years and 15 years)

In lieu Medical Reimbursement of $200 /month (if not participating in City offered Medical Plan)

Shift Differential

Supplemental Life Insurance

Tuition Reimbursement

The information included in this listing is subject to change and does not constitute an expressed or implied contract. Leaves and most Insurance contributions are pro-rated for part-time benefited employees.

01

PLEASE READ CAREFULLY: The following supplemental questions are designed to obtain specific information regarding your work experience. Please answer each question as thoroughly as possible, as your responses will be utilized to determine if you meet the minimum qualifications for this position. For applicants who meet the minimum qualifications, these responses may also be used as an evaluation tool in later stages of the competitive process to determine which applicants will be invited to continue in the examination process. All experience described here must correspond to employers listed in the Work Experience section of your application to receive credit. Please refrain from using AI or computer-generated responses. Applicants are responsible to clearly, completely, and accurately describe their qualifications. You may attach a resume, but this cannot be used in lieu of completing an application. Failure to complete all required questions and/or providing incomplete responses may result in an incomplete application. Do not answer any question with "see resume" and if you do not have any experience and/or education in a given area, please write "N/A."

• I acknowledge that I have read and understood these instructions

02

This recruitment is only open to current regular City of Santa Cruz employees in the classified service. I fulfill the above employee criteria, and I understand that if my employment in a regular position at the City of Santa Cruz is not listed in the jobs on my application I will not be considered for this recruitment.

• Yes
• No

03

Do you possess a high school diploma or tested equivalent?

• Yes
• No

04

This position requires possession and continued maintenance of a valid California drivers license.

• Yes, I have a valid California drivers license.
• I do not have a valid California drivers license. I understand that I will be required to obtain one prior to appointment as a condition of employment if selected for this position.

05

Please select how many years of experience performing utility customer service, accounts payable, or water metering administrative duties that you have. The experience selected here must be reflected in the work experience portion of your application in order to receive credit.

• Less than 3 years.
• At least 3 years, but less than 4 years.
• At least 4 years, but less than 5 years.
• 5 or more years.

06

This position requires three (3) years of experience performing utility customer service, accounts payable, or water metering administrative duties, including one (1) year comparable to Utility Service Representative II or Water Meter Specialist II in the City of Santa Cruz. Please describe in detail how you meet this requirement. All experience described here must be reflected in the Work Experience portion of the application. If you do not have this experience, please write "N/A."

07

Desirable Qualification: Bilingual ability to speak in Spanish. I possess this bilingual ability:

• Yes
• No

08

Desirable Qualification: Successful completion of 60 semester (or equivalent) units from an accredited college or university with major coursework in accounting, business administration, or a related field. Please indicate your field of study and the name of the accredited college or university from which you graduated or the coursework that you have completed. If you do not possess major coursework in accounting, business administration, or a related field, please write "N/A" below.

09

Desirable Qualification: Please describe any lead worker experience that you have. Include the years of experience in each role and number of employees lead or supervised. If you have successfully and fully completed the City of Santa Cruz Employee and Leadership program, please also indicate in the space below. If you do not have lead worker experience or have not completed the City of Santa Cruz Employee and Leadership program, please write "N/A."

Required Question

Employer City of Santa Cruz

Address 809 Center St.

Room 6

Santa Cruz, California, 95060

Phone 831-420-5040

Website http://www.cityofsantacruz.com