SUMMARY
Under general supervision, performs customer service, cashiering, clerical, and utility billing support functions for the Utility Billing Division. Serves as a primary point of contact for utility customers and is responsible for processing utility service requests, researching account activity, collecting payments, maintaining customer records, providing utility billing information, and supporting daily utility billing operations. This position requires sound judgment, professionalism, confidentiality, and adherence to City policies, procedures, and operational standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES Provide courteous, professional, and responsive customer service to residents, visitors, contractors, service providers, and City employees in person, by telephone, and by email.Answer and route incoming calls through a multi-line telephone system and provide general information regarding City services and departments.Receive, research, and respond to customer inquiries regarding utility accounts, billing, water consumption, deposits, fees, service requests, policies, and procedures.Process utility service requests including new service connections, transfers, disconnections, reconnects, final bills, and related service orders.Retrieve, review, and process utility service applications through Open Gov, 2
Turn It On , and other approved software systems.Verify application completeness, required documentation, customer identification, and service eligibility requirements.Utilize Open Gov Utility Billing, Beacon, Eye On Water , IworQ, and other City software systems to research customer concerns and account activity.Analyze account history, billing records, meter readings, consumption data, payment activity, service orders, and customer communications.Assist customers in understanding water consumption, meter readings, leak notifications, winter sewer averaging, utility charges, payment options, and billing calculations.Educate customers regarding Eye On Water , online payment options, utility billing programs, and available self-service resources.Create, process, and monitor service orders and work requests for Utility Billing and Public Works operations.Accept, process, receipt, and reconcile utility payments received in person, by mail, and through approved payment channels.Balance cash drawers, prepare deposits, reconcile daily receipts, and maintain accurate financial records.Maintain complete and accurate customer account records, account notes, payment arrangements, service requests, and related documentation.Perform filing, scanning, records management, data entry, and other clerical functions as assigned.Verify customer identity and authorization before discussing, modifying, or releasing account information.Maintain strict confidentiality of customer records and information in accordance with City policy and applicable law.Exercise sound judgment and discretion when handling confidential information, customer disputes, payment issues, and sensitive situations.Follow all City policies, departmental procedures, standard operating procedures, supervisory directives, and training requirements.Participate in departmental training and cross-training activities.Assist coworkers and other City departments as needed to support efficient operations.Perform other related duties as assigned.SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
QUALIFICATIONS - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Employees in this position are expected to demonstrate professionalism, accountability, dependability, confidentiality, accuracy, initiative, and the ability to work effectively with the public and coworkers.
EDUCATION and/or EXPERIENCE High school diploma / GED, plus one (1) year of customer service, cashiering, clerical, utility billing, municipal government, or related experience; or an equivalent combination of education and experience may be considered.
Experience utilizing customer account management software and utility billing systems preferred.
CERTIFICATES, LICENSES, REGISTRATIONS
Bilingual (English/Spanish) preferred but not required.
LANGUAGE SKILLS
Ability to read, analyze, and interpret policies, procedures,…
