Utility Customer Service Representative

Utility Customer Service Representative

Department: Utility Billing

FLSA Status: Non‑Exempt

Annual Salary: $25,519.83 - $30,472

Perform a wide variety of duties related to the support of City‑owned utilities including cashiering and clerical tasks related to billing, cashiering, and customer accounting functions of water and sewer accounts. Provide internal and external customer services by responding to questions and customer concerns and attempting to resolve the problem according to guidelines established by the department. This position reports directly to the Customer Service Supervisor.

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Directly deal with customers face‑to‑face, by phone, or by email responding to account and billing inquiries and adjustments, requests for service and other issues related to water utility services.
• Use various computer applications to prepare documents, data entry, and e‑mail.
• Communicate effectively, both orally and in writing with customers, co‑workers and others, providing feedback and strong problem‑solving skills.
• Record the details of every action taken; as well as complaints, comments, and inquiries from customers, and maintain confidentiality of information.
• Complete work and projects in a thorough and timely manner with strong accuracy and attention to detail. Understand and follow directions from supervisor and others in the department.
• Accept payments by cash, check, and credit card. Balance and prepare deposit daily. Safeguard cash/check.
• Return customer phone calls assigned to you and complete the request with a resolution through Cityworks; answer incoming calls when available.
• Maintain customer file maintenance; update mailing addresses, phone numbers, and email addresses.
• Process new accounts; make copies of required documents, check/collect for any unpaid balances at previous locations, and get signed consumer contract, as needed.
• Scan and attach documents into Tyler Content Management by account/customer number.
• Set accounts to final per written request from customer.
• Enter service orders for reconnects and remove special condition code for accounts locked off for nonpayment, once payment has posted.
• Cancel or complete work orders and notify Utility Billing Coordinator to remove disconnect fees for those customers who pay before account is locked off for nonpayment.
• Accept and process e‑billing forms/set up in system.
• Accept forms for debit authorization/cancellation and pass along to Accounts Manager.
• Assist customers requesting leak, pool, or one‑time adjustments; ensure form is filled out completely, attach receipts, print consumption report, add special condition code to account, and file accordingly per cycle.
• Coordinate with customers regarding adjustments denied or made to account, document the account, and remove special condition code if applicable.
• Apply drop or mail payments as needed.

• Exceptional customer service skills that involve receiving and responding to customers’ concerns and needs.
• Ability to remain calm in stressful and sometimes verbally abusive situations.
• Exceptional communication skills in person and by phone with a clear and concise understanding.
• Ability to communicate with other departmental staff and maintain an effective working relationship.
• Self‑sufficient organization skills, completing assignments with accuracy and in a timely manner.
• Computer literate with the ability to learn various software applications.
• Typing speed of at least 30 words per minute.
• Ability to perform quick and accurate mathematical computations.
• Analytical thinking and reasoning to solve problems.
• Assertiveness to facilitate completion of a work assignment or to defend a position or idea.
• Follow a systematic method of performing a task.
• Multi‑task in a high‑pressure environment.
• Apply city, state, and federal policies, laws and regulations.
• Make sound judgments while adhering to city ordinances and codes.
• Basic clerical work including typing, filing, organizing, record keeping, basic mathematics and…