GIS Billing Agent - (26-CC-600009-064)

DC Water•Washington, DC

6h•Hybrid

About The Position

The GIS Billing Agent is responsible for a myriad of billing functions and specializes in new account creation and activation, maintaining GIS impervious area (IA) and billing data and customer records, dispute resolution, account adjustments, and complex (IA) billing resolution, with a strong emphasis on utilizing the Geographic Information System (GIS) to provide accurate and timely billing. Resolves customer's inquiries and provides information and assistance to customers and Meter Operations and works closely with the Department of Permit Operations to ensure new premises are billed timely and accurately. Maintains impervious area related data in the IADB database and uses GIS/JTX to add or edit such data and then transfer it to the customer billing system to generate customer bills

Requirements

Five (5) years of progressive experience in a customer service environment with experience in managing data version changes within the GIS application.
High School diploma or General Educational Development (GED) certificate.
Thorough knowledge and understanding of GIS concepts and principles using ESRI, ArcGIS suite of products.
Must possess strong customer service skills and GIS/mapping systems
Skill in entering and manipulating information in GIS systems and creating and modifying data files. Thorough knowledge of terminology related to GIS systems.
Skill in reading and interpreting land development records and related documents.
Skill in using the GIS system to research property boundaries.
Ability to read and understand standards, maps, and specifications.
Ability to analyze data and statistics.
Skill in handling issues and problems associated with GIS data/Impervious Area Data.
Substantive knowledge of analytical and evaluative methods and techniques.
Must have strong organizational skills.
Excellent oral and written communication skills.
Excellent interpersonal communication and conflict resolution skills.
Ability to keep pace with a busy, fast-paced daily environment.
Must possess strong computer skills. Utilizes personal computer and maintains a working knowledge of applicable software programs (i.e. MS Word, Excel, Outlook, Teams, etc.).
English
General office conditions with a Telework Option
A person in this position may be required to work inclement weather conditions.
The person in this position is required to have a flexible work schedule and be available to work overtime, weekends, and holidays.
Regular and reliable attendance is an essential function of the job.

Nice To Haves

Three (3) years of GIS experience preferred.
An Associates or Bachelor's degree in Geography, Computer Science, or related field.
Knowledge of geography and street locations within the District of Columbia.

Responsibilities

Provide customer service, in person, by phone and electronic communication for multiple account management activities such as account creation, account analysis, customer requests, billing inquiries and adjustments, account changes, and other management activities.
Establishes new premises in customer information system including metering setup and billing.
Responds to customer inquiries related to IAB and new account creation, communicates IAB related facts and issues to customers, co-workers and other related parties in a clear and concise manner that reflects the Authority's position.
Analyzes account records, land records and other data for accuracy and updates, resolves substantive issues and problems related to the determination of Equivalent Residential Unit (ERU) billing, and handles requests for data and analysis.
Processes highly technical data changes in relation to IA, and processes requests in a JTX environment ensuring that quality controls are met for data conversion into the enterprise system.
Monitors and processes accounts that are held due to impervious related questions and concerns.
Works closely with the Department of Permit Operations for new account identification and creation, to review building permit lists to determine when properties are being renovated and are eligible for meter removal.
Updates data records to reflect results of construction changes, new accounts or adjustments reached by investigation or negotiation. Research and interprets source documentation, including correspondence, legal documents, construction plans and other technical documents; interacts with the Office of Recorder of Deeds and the Office of Tax and Revenue for resolution.
Investigates and processes corrections for premises that are in ESRI but not linked to the Customer Information System.
Utilizes GIS systems to ensure impervious area charges are applied correctly to customers’ accounts.
Performs simple to complex GIS functions under minimum supervision to include geographic patterns, recognizing spatial data, examining raster models and structure, managing vector data, and exploring raster systems.
Utilizes database systems such as the Impervious Area Database (IADB) and Automated Meter Reader (AMR) system to conduct research and investigations and provide recommendations. Produce maps, plots and other GIS data as requested.
Schedules, follows up, tracks and documents IA and billing related assignments (such as service orders) to ensure timely and proper resolution using tools such as the Customer Information System (CIS) and Maximo (asset management system).
Participates in mid-to-high-level meetings with government and other large commercial customers regarding confidential information.
Acts as Authority representative at court proceedings (and/or administrative hearings) with DC Water's legal representative both with external and internal attorneys providing required documentation to support water and sewer charges.
Take inbound calls.
Performs other related duties and projects assigned at the discretion of the immediate supervisor