Customer Servicer Representative - Utility Billing

CITY OF KINGMAN CUSTOMER SERVICE REPRESENTATIVE FINANCE

SALARY GRADE 103

$37,336 - $52,292 / ANNUALLY

$17.95 - $21.55 / (HIRE IN RANGE: DOQ) POSITION IS FLSA NON-EXEMPT

Learn more about our Benefits & Wellness Incentives

We're looking for a Customer Service Representative who performs a variety of customer service work involving cashiering and monitoring and updating customer accounts. Works directly with utility customers in resolving utility billing and licensing complaints and inquiries using an automated utility billing system. This position has continuous contact with the City's utility and business and animal license customers telephonically and in person at service counter and performs general clerical functions to include cash receipts and collections.

This position reports to the Utility Billing Manager.
About You You are interested in a career in customer service and are committed to serving the community with integrity, professionalism, and sound judgment. You are able to prioritize, work independently, multitask, communicate effectively, and remain composed in high-stress situations. We’re looking for someone who is an effective communicator, detail-oriented, and comfortable navigating complex situations while maintaining strong professional relationships. EDUCATION & EXPERIENCE

• Graduation from high school or GED equivalent with specialized coursework in general office practices such as word processing, answering phones and database entry.
• One to two (1-2) years experience in utility customer service operation or equivalent experience.
• Cash handling and reconciliation experience preferred.
• Any combination of experience and training which demonstrates the knowledge and experience to perform the work.

SPECIAL REQUIREMENTS

• Valid Arizona Driver's License or ability to obtain within 6 months of hire.

Public Relations & Support (30%):As the primary point of contact, you assist customers at the service counter and over the phone with professional courtesy. You resolve inquiries for utility, business, and animal licensing while tactfully de-escalating complex or irate customers.

Account Administration (20%):You manage the full lifecycle of customer accounts, including processing new service orders, address changes, and terminations. This includes maintaining accurate digital files and ensuring all utility and licensing records remain up to date.

Cashiering & Daily Balancing (15%):This role requires precision in receiving payments, posting transactions, and balancing daily cash receipts. You are responsible for reconciling financial reports and verifying the accuracy of all counter and mail collections.

Billing Adjustments & Research (15%):You investigate billing discrepancies and prepare necessary adjustments or miscellaneous charges. This involves researching service delivery issues and ensuring corrected bills are sent to customers promptly.

Collections & Debt Recovery (10%):You actively pursue delinquent accounts by establishing payment schedules and preparing off/on service orders. Your efforts ensure the recovery of bad debt while maintaining compliance with City policies and procedures.

General Office Operations (10%):Beyond core billing, you handle essential clerical tasks such as sorting mail, routing switchboard calls, and updating administrative records. You work independently to ensure daily office continuity and operational safety.

Commitment to Safety and Wellness

It is the policy of the City of Kingman to ensure a safe, healthful workplace for all its employees. It requires that every person in the organization assumes the responsibility of individual and organizational safety. Injury and illness losses from incidents are costly and preventable. The City of Kingman will employ an effective accident and illness prevention program and a comprehensive wellness program that involves all its employees in the effort to eliminate workplace hazards and promote employee health and wellness.

All employees are expected and encouraged to participate in safety and wellness program activities including the following: reporting hazards, unsafe work practices and accidents immediately to their supervisors…