Utility Customer Service Representative

Utility Customer Service Representative

The City of Gresham is seeking a Utility Customer Service Representative to join its Utility Billing team within the Budget & Finance Department. In this front-line role, you will help customers understand and manage their City utility accounts. You will answer billing and payment questions, explain account activity and City requirements, process service and account requests, and connect customers with available options and resources.

This fast-paced work requires accuracy, patience, sound judgment, clear communication, and professionalism during difficult or sensitive conversations. This is a full-time position scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m., and works onsite at Gresham City Hall, 1333 NW Eastman Parkway. This posting will remain open until 9/6/26, however first review of applications and consideration for interviews will be taking place on 8/17/26.

As Oregon's fourth-largest city, Gresham is a welcoming and growing community. City employees work together to provide practical, responsive, and high-quality public service. We seek candidates who will contribute to a respectful workplace and provide fair, thoughtful service to people with different backgrounds, experiences, and perspectives. Come build the future with us.

As a Utility Customer Service Representative, you will be one of the City's primary points of contact for residential, commercial, multifamily, and industrial utility customers. You will assist customers in person, by telephone, through voicemail, and by email.

This position reports to the Financial Operations Utility Billing Supervisor and works closely with Utility Billing staff, field employees, other City departments, and community partners.

What you'll get to do:

• Help utility customers Assist customers with questions and requests about accounts, bills, payments, due dates, service, water use, payment arrangements, and customer assistance programs. Clearly explain account activity, City requirements, available options, and next steps.
• Maintain and update accounts Open, update, and close accounts. Complete authorized extensions, payment arrangements, adjustments, enrollments, and other account changes. Review information for completeness and refer requests that need further review.
• Process payments Accept and post payments, balance and reconcile payment activity, prepare checks for deposit, and follow cash-handling, security, and internal-control procedures.
• Document and follow through Create timely, factual, and complete account notes. Follow customer needs through completion or clearly refer them to the appropriate employee with the information needed to take the next step.
• Prepare customer communications Prepare notices, letters, forms, refund documents, returned mail, welcome materials, and other utility correspondence. Complete assigned outreach and check work for accuracy and completeness.
• Support daily operations Manage multiple priorities in a busy customer service environment, contribute to shared team responsibilities, and provide trained backup support as assigned.

Qualities we are looking for:

• Customer service and communication You listen carefully, treat people respectfully, and explain account information, requirements, and next steps in plain language. You remain helpful and professional even when the answer is not what the customer hoped to hear.
• Accuracy and follow-through You pay close attention to detail, keep clear and complete records, manage interruptions and changing priorities, and follow assigned work through completion.
• Judgment and adaptability You follow established procedures, recognize when an issue needs further review, and pay attention to how your approach affects others. You can accept feedback, adjust your approach, and take responsibility when something does not go as planned.
• Reliability and learning You are dependable, contribute to shared responsibilities, and communicate with coworkers. You can learn detailed procedures, use multiple computer systems, and adjust as daily needs change.

Minimum Qualifications:

• High school diploma or GED.
• Two years of customer service, general office, or related experience.

Preferred Qualifications:

The most competitive candidates will have experience in one or more of the following:

• Providing customer service in person and by telephone in a busy environment.
• Explaining billing, payment, account, or service information.
• Processing payments, handling cash, or balancing payment activity.
• Entering and maintaining information in customer, billing, payment, or document systems.
• Documenting customer contacts and following requests through completion.
• Assisting customers during difficult or sensitive situations.
• Communicating in Spanish or Russian (preferred, not required).

To apply for this position, click 'Apply' at the top of this job posting.

Required application materials:

• Complete online application (Do not type 'see resume' in any fields or leave work experience fields blank in the…