Utility Billing Customer Service Representative

Hiring range for Utility Billing Customer Service Representative: $20.30-$26.39

Hiring range for Senior Utility Billing Customer Service Representative: $20.91-$27.19

Under the general supervision of the Utility Billing Supervisor, the Utility Billing Customer Service Representative provides professional, courteous, and efficient customer service to utility customers through payment processing, account management, billing support, and resolution of service inquiries. This position ensures accurate account maintenance and effective communication to support the City’s utility operations and enhance the customer experience.

The ideal candidate will embody the City’s core values of service, humility, innovation, neighborly, and excellence (SHINE).

• Customer Service & Account Support: Provides customer service to utility account holders in person, by phone, and through email. Responds to inquiries regarding billing, payments, new service connections, disconnections, and account changes. Resolves issues promptly and professionally while maintaining a courteous and respectful demeanor.
• Payment Processing & Reconciliation: Processes payments received through mail, night drop, and online systems. Balances and posts daily payment batches, prepares deposit reports, and ensures the accuracy and completeness of all transactions.
• Billing & Account Management: Assists customers with billing concerns, leak adjustments, high consumption notifications, and payment plan arrangements. Ensures compliance with City policies and procedures when entering adjustments, deposits, and fees. Processes new service applications and hydrant meter requests.
• Service Orders & Field Coordination: Creates, uploads, and closes work orders for new accounts, disconnections, meter swaps, and repairs. Coordinates with field technicians to ensure timely response to service requests and accurate recordkeeping of all account activity.
• Records & Reporting: Maintains organized and accurate utility account records. Prepares weekly and monthly reports, verifies new account information, and manages document filing, shredding, and record retention tasks.
• Collections & Notifications: Monitors and distributes automated reminders for past due balances, declined payments, and meter alerts. Provides courteous and professional assistance to customers on cutoff days, ensuring prompt reconnections when required. Contacts delinquent account holders to establish payment arrangements and explain disconnection procedures in compliance with City policy.
• Administrative Support: Assists with billing operations and general office tasks as needed. Performs related duties and special projects as assigned to support the overall mission of the Finance Department.
• Additional Duties: Performs other related duties as required.

• Accounting & Cash Handling Knowledge: Knowledge of basic accounting principles and practices, including cash handling, payment posting, and reconciliation techniques.
• Customer Service & Communication
  
  Skills:
  
  Knowledge of customer service methods and techniques. Skill in resolving customer complaints effectively through clear, professional, and empathetic communication—both oral and written. Ability to de-escalate conflicts, handle upset customers, and maintain professionalism in emotionally charged situations.
• Technical & Clerical Proficiency: Knowledge of standard office practices, procedures, and computer systems. Skill in data entry, maintaining electronic and paper records, and operating standard office equipment including computers, calculators, copiers, and related hardware/software. Proficiency with utility billing or customer information systems (e.g., Tyler Incode or equivalent) is preferred.
• City Policies & Ordinances: Knowledge of City ordinances, policies, and procedures governing assigned utility operations. Ability to apply established rules and guidelines consistently and fairly in customer service interactions.
• Mathematical & Analytical
  
  Skills:
  
  Skill in performing arithmetic calculations rapidly and accurately. Ability to review data for accuracy and completeness.
• Organizational & Time…