Utility Billing Analyst

About Caselle
Caselle is a leading provider of integrated ERP and enterprise software solutions purpose-built for local government. For over 40 years, we have partnered with municipalities, counties, and special districts across the United States to modernize their operations-from finance and utilities to payroll and asset management. Our cloud-forward platform empowers public servants to serve their communities more effectively, and our team is driven by the belief that better technology leads to better government.

Position Summary

We are seeking a dependable, detail-oriented, and customer-focused Utility Billing Analyst to support and manage utility billing operations for assigned customer accounts. This role combines hands-on utility billing processing, customer support, data review, and print and mail implementation responsibilities. The Utility Billing Analyst is expected to learn customer-specific billing requirements, accurately execute recurring billing cycles, troubleshoot issues, and help onboard customers to print and mail services, including form exports, bill layout design, testing, and production readiness.

Key Responsibilities

Utility Billing Operations & Account Management

• Manage assigned utility billing customer accounts and serve as a knowledgeable point of contact for customer-specific billing processes, schedules, procedures, and requirements.
• Run recurring utility billing cycles for assigned customers, which may include reviewing account data, meter readings or consumption, rate calculations, adjustments, penalties, billing dates, due dates, and other customer-specific billing components.
• Review billing data and system-generated results for accuracy and reasonableness before bills are finalized, printed, mailed, or otherwise distributed.
• Follow established billing calendars, procedures, approval steps, and quality-control standards to ensure customer deadlines are met.
• Research and resolve billing discrepancies, account issues, exceptions, and processing errors; escalate complex issues when appropriate.
• Maintain accurate documentation of customer billing procedures, recurring requirements, exceptions, and configuration details.
• Coordinate with customers and internal team members to obtain files, approvals, meter information, rates, or other inputs needed to complete billing cycles.

Print & Mail Onboarding, Forms & Bill Design

• Onboard new and existing customers to print and mail services by gathering business requirements, billing schedules, mailing specifications, document samples, remittance requirements, inserts, and other production needs.
• Understand and configure utility billing form exports, including the data fields, file structures, output formats, and customer-specific information required to support bill production.
• Work with exported billing data to validate that required account, service, consumption, charge, payment, message, mailing, and remittance information is present and mapped correctly.
• Design, configure, and maintain utility bill layouts that present customer and account information clearly and accurately while meeting operational and mailing requirements.
• Coordinate the creation or modification of utility bill forms, including placement of logos, addresses, account details, meter information, charges, usage history, messages, payment instructions, remittance sections, barcodes or scan lines, and other required elements.
• Perform test exports and proof reviews; compare source billing data to generated bill images or proofs to confirm data mapping, calculations, pagination, formatting, and print quality before production approval.
• Document print and mail configurations and customer-specific production instructions to support repeatable, accurate processing.
• Partner with internal production, technical, and customer-facing teams to resolve data, formatting, or workflow issues during onboarding and ongoing service.

Customer Support & Collaboration

• Assist customers and customer-service team members with questions related to utility bills, billing calculations, account activity, and customer-specific processes.
• Read, interpret, and explain utility bills, rates, charges, consumption, and how utilities are measured.
• Communicate professionally with customers by phone, email, and virtual meetings as needed.
• Work collaboratively in a team-oriented environment and balance recurring billing responsibilities with implementation projects, customer requests, and administrative tasks.
• Navigate and troubleshoot minor technical issues involving billing software, exports, files, document layouts, and related systems.

Qualifications

• Strong analytical, organizational, verbal, and written communication skills.
• High attention to detail and ability to review large volumes of billing or account data accurately.
• Ability to learn utility billing processes, rate structures, customer-specific procedures, and software workflows.
• Comfortable working in multiple computer systems and learning new software applications.
• Familiarity with Microsoft Office applications, particularly Excel, Word, and Outlook.
• Ability to manage multiple recurring deadlines and projects while maintaining accuracy and professionalism.
• Experience with utility billing, Caselle software, print and mail operations, document design, data exports, or customer implementations is preferred, but not required.

Skills and Attributes

• Detail-oriented, organized, and process-driven.
• Analytical and comfortable identifying discrepancies or unusual billing results.
• Customer-focused, patient, and professional.
• Able to work independently on assigned customer accounts while collaborating effectively with a broader team.
• Able to adapt to changing priorities and customer-specific requirements.
• Comfortable taking ownership of recurring work, deadlines, testing, and follow-through.
• Strong problem-solving skills and willingness to learn utility billing, print production, form exports, and document-layout concepts.

Work Environment and Physical Requirements

This is a primarily office-based or remote role involving standard computer work. The position requires the ability to manage moderate stress associated with deadline-driven projects and client-facing responsibilities. Travel is typically 10-15% annually, generally consisting of short on-site engagements.

EEO Statement

Caselle is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.