GIS Billing Agent - (25-CC-600009-063)

DC WATER

United States, D.C., Washington

Feb 13, 2025

GIS Billing Agent

DC Water Job Description

The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job. Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description. This job description is not a "contract" between the employee and the Authority. The job duties and essential functions may be changed at the discretion of the General Manager.

General

Job Title:	GIS Billing Agent	Job Code:	PP0111
Supervises Directly:	No
New or Revised:	Revised	Regular or At-Will:	Regular
Date Last Revised:	1/2/2025	Exempt or Non-Exempt:	Non-Exempt
Compensation Approval Signature:		Union/ Non-Union:	Union
Department Name and Division:	CC-Revenue Assurance	Salary Schedule:	District Service (DS)
Cost Center Code:	600009	Grade:	DS11
Essential Position:	Yes	Reports To:	Supervisor, GIS Billing
EEO Code:	Paraprofessionals	Work Format	Hybrid

Who We Are & What We Do:

At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day-exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.

Role Description:

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

Essential Duties & 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. Researches 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 customer's 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 as assigned at the discretion of the immediate supervisor

Supervisory Responsibilities: N/A

Key Working Relationships: Interacts with co-workers throughout the department and the Authority, other government agencies, private organizations, and with the general public.

Skills & Qualifications:

The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.

Required Skills & Qualifications

Required Experience:

Five (5) years of progressive experience in a customer service environment with experience in managing data version changes within the GIS application.

Minimum Education Requirements:

High School diploma or General Educational Development (GED) certificate.

Required Skills:

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.).

Required Licenses & Certifications: N/A

N/A

Required Languages:

English

Physical Requirements:

General office conditions with a Telework Option

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.

Preferred Skills & Qualifications

Preferred Experience:

Three (3) years GIS experience preferred.

Preferred Education Requirements:

An Associates or Bachelor's degree in Geography, Computer Science, or related field.

Preferred Skills:

Knowledge of geography and street locations within the District of Columbia.

*The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities.

Your Experience at DC Water:

At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life's most precious resource in the nation's capital.

Take pride in your work. We provide an essential service and do work that matters. A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.
Connect to a strong culture. Everything we do is grounded in our shared values-accountability, trust, teamwork, customer focus, safety, and wellbeing.
Be your true self. We are an inclusive organization that embraces diversity, and we recognize and celebrate employees' individuality and unique contributions.
Build your skills and career path. We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow.

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

The Americans with Disabilities Act prohibits discrimination against "qualified individuals with disabilities".

If a reasonable accommodation is needed to participate in the job application or interview process, to

perform essential job functions, and/or to receive other benefits and privileges of employment, please

email complianceada@dcwater.com.