Utility Customer Service Specialist

The City of Bastrop is seeking an enthusiastic, customer-focused individual to join our team as a Utility Customer Service Specialist I. This position plays an essential role in supporting daily utility operations and providing exceptional service to residents, visitors, and internal departments. As a key point of contact for residents and internal departments, the ideal candidate is dependable, motivated, detail oriented, and comfortable working in a fast-paced, high-volume, team-oriented environment.

If you are looking to grow your skills while contributing to a community-driven organization, we encourage you to apply.
Bilingual skills in Spanish are preferred.

• Perform administrative duties in greeting the public, responding to frontline, phone, fax and email inquiries, and providing general information in a courteous and professional manner.
• Provide exceptional customer service through opening new accounts, closing accounts, collecting deposits, restoring services, and updating account information.
• Provide information concerning billing and fee structures, delinquent payments, account status, etc.
• Collect and post all utility payments received from customers in various forms, i.e., cash, check, credit card, along with monies received from other departments.
• Maintain and reconcile cash drawer daily; uses proper internal cash controls.
• Process routine customer requests and/or complaints, directs non-routine issues and concerns to supervisor or other appropriate staff and departments.
• Initiate work orders for City services and/or issues received from customers for all City departments, i.e., account connects/disconnects, power/water outages, and code enforcement.
• Communicate with staff from other departments concerning work orders, i.e., connects, disconnects, leaks, interruptions of services, and emergencies.
• Provide status updates to staff and customers in person and over the telephone during any outages or interruptions of utility services.
• Communicate with customers verbally and/or in writing concerning utility accounts, i.e., delinquent payments, resolving billing questions, processing new account applications, re-reading meters.
• Perform scanning and filing duties to include work orders, connects, disconnects, deposit backup documents, and other utilities related documentation; ensure documents are filed in the appropriate file and readily available to appropriate staff.
• Perform data entry in the maintenance of various records, files and accounts.
• Answer all incoming utility billing service calls, assisting personally or direct the customer to the appropriate entity.
• Receive, process and distribute mail; prepare forms, letters and parcels for mailing.
• Maintain a general understanding of department policies, processes, and billing rate structures and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns.
• Must have the ability to work independently with minimal direct supervision and assistance.

• Prepare and audit bank deposits; transport deposits to bank.
• Deliver mail to Post Office; pick up department mail.
• Perform other related work and duties as assigned.

• High school diploma or GED; supplemented by six (6) months to one (1) year of customer service and administrative support experience, preferably in an account maintenance environment with specific experience in processing payments and reconciliation duties that demonstrate the ability to function with considerable independence.
• Must have exceptional customer service experience.
• Must have advanced office and computer skills including experience…