Utility Billing Customer Service Representative

Join the City of Casper – We're Hiring a Utility Billing Customer Service Representative!

Are you a customer service professional who enjoys helping people and keeping things organized? The City of Casper is looking for a Utility Billing Customer Service Representative to be the friendly and knowledgeable first point of contact for our residents.

In this vital front‑line role, you'll assist citizens with utility payments and water service inquiries— in person, by phone, through the mail, and via our website. You’ll be part of the Financial Services Department, helping to keep operations running smoothly and providing excellent service to our community every step of the way.

• Greet and assist customers with questions about water service, billing, account changes, and more
• Receive and process payments through multiple channels
• Maintain accurate records and customer accounts
• Balance a cash drawer daily and follow all financial procedures
• Support internal departments by routing inquiries and sharing information
• Perform routine clerical duties such as filing, copying, data entry, and report generation
• Represent the City of Casper with professionalism, courtesy, and a strong customer‑first attitude

You’re someone who enjoys working with people, can juggle multiple tasks at once, and has a knack for staying organized and accurate. You’re dependable, detail‑oriented, and able to handle sensitive information with confidentiality.

• Strong communication skills—both verbal and written
• Confidence using computers, databases, and modern office equipment
• Basic math skills and attention to detail
• Ability to manage time and prioritize work
• A positive, helpful, and professional demeanor
• Adaptability and willingness to learn new systems and procedures

Incumbents are responsible for providing routine clerical and administrative support as a function of the Financial Services Department.

Receives direction from the Accounts Receivable Supervisor or higher‑level management staff.

1. Responds to routine requests for information including utility service requests and billing concerns; answers questions for all City departments; and directs callers and visitors to appropriate internal departments or individuals.

2. Assists customers by establishing and maintaining utility accounts including processing requests for changes of service, explaining billing and collection policies; processing delinquent accounts, handling customer complaints, and researching account adjustments and refunds.

3. Receives and processes payments in person, by mail, over the phone, and from the City’s website; balances individual cash drawer daily, in accordance with City accounts receivable rules and procedures.

4. Maintains a prompt courier schedule to pick up and deliver outlying City deposits to the bank; follows delivery and pick‑up schedules and routes as directed.

5. Enters information into applicable databases and/or other computerized systems to collect and maintain records and information;

6. Files documents alphabetically, numerically, or by other prescribed methods; locates missing files; purges obsolete files.

7. Performs various routine clerical duties utilizing standard office equipment including making photocopies, faxing documents, and accepting payments.

8. Provides general customer service and communicates with the public regarding fees, policies, rules and general information about the facility or event.

9. Runs standard reports according to established timelines, or as directed.

10. Represents the City of Casper by responding to the public, citizens, its employees, and others in a prompt, professional, and courteous manner while continuously maintaining a positive customer service demeanor.

11. Performs other duties of a similar nature or level.

• Customer service principles.
• Basic math.
• Record keeping and file management principles.
• Modern office procedures, methods, and use of technological equipment including database management.

• Organize records in an easily retrievable fashion.
• Operate a variety of modern office equipment and tools.
• Work on a…