Customer Service - Billing & Collection - Customer Service Representative I - Utility Billing - Part Time

City of Abilene • Abilene, TX

12d • Onsite

About The Position

Under general supervision, the Customer Service Representative (CSR) performs a variety of customer service duties to answer and resolve water utility customer inquiries, concerns, and complaints. Work involves direct and indirect communication with external and internal customers through in-person meetings, phone calls, mail, email, service orders, and other mediums. Additionally, work includes processing orders, handling payments, generating bills, and completing reports. The CSR I focuses on cashiering and basic customer service functions in the lobby. Work is performed under general supervision within established policies and procedures.

Requirements

• A high school diploma or GED is required.
• One (1) year of continuous customer service or clerical experience involving heavy public contact is preferred.
• Principles and practices of excellent customer service.
• General office practices and procedures.
• Utility billing systems and related software applications.
• Basic accounting principles and financial reconciliation processes.
• City, state, and federal regulations related to utility billing and collections.
• Basic understanding of water and wastewater utility operations.
• Communicate effectively and professionally with customers, both orally and in writing.
• Analyze and resolve customer problems or complaints efficiently.
• Perform mathematical computations and financial reconciliations accurately.
• Operate a computer and various office equipment proficiently.
• Maintain a high level of attention to detail and accuracy in all tasks.
• Provide courteous and efficient customer service in high-pressure situations.
• Interpret and apply policies, procedures, and regulations to varied situations.
• Work independently and manage multiple priorities in a fast-paced environment.
• Demonstrate a positive attitude and strong initiative.
• Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
• Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
• Lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
• Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Responsibilities

• Communicate with walk-in customers, providing assistance with account inquiries, payments, and service requests.
• Receive payments and issue receipts for cash, check, credit card, and money order transactions.
• Validate balances and reconcile receipts and other financial data daily.
• Use utility billing software to assist customers with their account balances, water consumption, and initiation or termination of water service.
• Generate, dispatch, and process water utility maintenance service orders as needed.
• Retrieve and open mail from the post office box and other drop box locations.
• Maintain files and compile receipt reports.
• Perform other job related duties and responsibilities as assigned.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED