Customer Service Representative

General Purpose

Performs routine and semi‑complex clerical, administrative, customer service and data processing work as necessary to maintain accurate and accessible records for and servicing of utility service billing accounts, both active and inactive; proper accounting and posting of payments and billings; and maintaining positive community relations through the provision of excellent customer service.

Receives direct supervision from the Utilities Supervisor and/or Utilities Manager.

• Utilize computer and various software applications to service customer utility billing accounts, including posting payments, researching and reconciling customer accounts.
• Generate and process work orders to establish new services, transfer services, disconnect services for non‑payment, and assess fees and late charges.
• Develop and maintain expertise in assigned areas of Utility Administration operations, including work processes, multiple software systems (Incode, Paymentus, Neptune, Water smart, etc.) and general operations (payment processing, adjustments, reconciliation, etc.).
• Provide training as directed to newer colleagues to ensure consistent account servicing processes and aid in effective cross‑training for the department.
• Process payments and balance cash drawers; provide support for billing as needed.
• Process online requests for service and payments.
• Professionally communicate with utility customers, other members of the public and internal colleagues via email, telephone and in person regarding all aspects of utility services; use effective customer service skills to defuse tense situations and develop rational solutions.
• Accurately maintain accounts and post updated information on computer.
• Work closely with meter technicians and coordinate meter readings and rereading of meters when necessary, including where there appears to be inconsistency with past readings; work closely with billing technicians to provide mutual support and resolution of account matters.
• Answer telephone and customer inquiries; assist the public, other agencies and departments by providing information as needed.
• Maintain and update related department files.
• Study, standardize, and recommend new or revisions to existing procedures to improve self‑efficiency and efficiency of departmental operations.
• Maintain and develop knowledge regarding federal, state and local laws of general and specific applicability to local government and utility administration operations, including interpreting City ordinances relating to utility services and offering suggested updates.
• Perform other essential duties as required to achieve successful operations of the department.
• Complete routine and assigned special daily work before departing for the day; overtime may be required to maintain customer response times.
• Work professionally with all fellow employees, customers and external stakeholders, maintaining a professional, approachable and open attitude at all times.
• Regular and timely attendance is an essential job function.

• High school diploma or GED equivalent.
• Two (2) years experience in municipal utilities and/or office administration preferred, with one (1) year experience in clerical or related area required.
• Any equivalent combination of education and experience.
• Ability to type 35 wpm.

• Valid State Driver's License, or ability to obtain one prior to employment.
• Requires little physical effort; prolonged sitting and viewing of screen.

• Knowledge in the area of utilities administration to include posting, billing and cash handling procedures.
• Knowledge of computers and data entry.
• Skills and ability to use a 10‑key calculator by touch with accuracy, must have mathematical aptitude.
• Ability to handle money with accuracy and balance cash drawers.
• Ability to set priorities, make independent judgments, and perform several duties at once.
• Ability to maintain effective working relationships with coworkers, other departments, customers and other members of the public.
• Ability to maintain perspective and maintain a sense…