III - Utility Billing

City of Abilene•Abilene, TX

About The Position

GENERAL DESCRIPTION Under general supervision of the Supervisor III – Customer Service, 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, the CSR II handles advanced customer interactions primarily through the ACD call center, and the CSR III serves as a comprehensive customer service specialist with additional responsibilities in training, mentoring, and quality assurance. Work is performed under general supervision within established policies and procedures. SUPERVISION EXERCISED This position does not exercise direct supervision over other employees. IMPORTANT AND ESSENTIAL DUTIES Customer Service Representative I Communicate with walk-in customers and provide 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. Customer Service Representative II Perform all duties of a Customer Service Representative I, as needed. Communicate with customers by phone, mail, email, and in-person to resolve service problems, assist with payment issues, and answer utility questions. Serve as the primary water utility agent for resolving customer-expressed water service problems. Receive and post off-site payments and process mail payments for remote deposit. Process requests for water service from home builders and contractors. Customer Service Representative III Perform all duties of a Customer Service Representative I and II, as needed. Provide training and mentorship to CSR I and II employees, ensuring they understand their duties and perform them effectively. Assist in conducting training sessions for new and existing staff. Participate in quality assurance activities, including monitoring customer interactions and providing feedback for improvement. Assist in the review process by evaluating the performance of CSRs and providing recommendations for improvement. Begin training in basic billing and payment specialist functions as a backup. Gain foundational knowledge of lead supervisory responsibilities to prepare for potential advancement. Engage in process improvement initiatives, identifying areas for operational enhancements. Assist in preparing and understanding reports on key performance metrics, discussing these metrics with supervisors and team members. Collaborate with the team to implement changes that improve efficiency and customer satisfaction. OTHER JOB RELATED DUTIES Perform other job related duties and responsibilities as assigned.

Requirements

Knowledge of principles and practices of excellent customer service.
Knowledge of general office practices and procedures.
Knowledge of utility billing systems and related software applications.
Knowledge of basic accounting principles and financial reconciliation processes.
Knowledge of City, state, and federal regulations related to utility billing and collections.
Knowledge of basic understanding of water and wastewater utility operations.
Skill to communicate effectively and professionally with customers, both orally and in writing.
Skill to analyze and resolve customer problems or complaints efficiently.
Skill to perform mathematical computations and financial reconciliations accurately.
Skill to operate a computer and various office equipment proficiently.
Skill to maintain a high level of attention to detail and accuracy in all tasks.
Ability to provide courteous and efficient customer service in high-pressure situations.
Ability to interpret and apply policies, procedures, and regulations to varied situations.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Ability to demonstrate a positive attitude and strong initiative.
Ability to establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Ability to Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Ability to Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Ability to 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.
A high school diploma or GED is required.
A valid Texas driver’s license or the ability to obtain one within ninety (90) days of employment or a military waiver is preferred.
Availability to work an 8-hour shift during normal business hours, and be on standby (on call) to work outside normal business hours, as needed.

Nice To Haves

One (1) year of continuous customer service or clerical experience involving heavy public contact is preferred.
Two (2) years of continuous general clerical experience with heavy public contact is preferred.
Two (2) years of experience in the City of Abilene Water Utilities Office or similar experience and training is required.

Responsibilities

Communicate with walk-in customers and provide 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.
Communicate with customers by phone, mail, email, and in-person to resolve service problems, assist with payment issues, and answer utility questions.
Serve as the primary water utility agent for resolving customer-expressed water service problems.
Receive and post off-site payments and process mail payments for remote deposit.
Process requests for water service from home builders and contractors.
Provide training and mentorship to CSR I and II employees, ensuring they understand their duties and perform them effectively.
Assist in conducting training sessions for new and existing staff.
Participate in quality assurance activities, including monitoring customer interactions and providing feedback for improvement.
Assist in the review process by evaluating the performance of CSRs and providing recommendations for improvement.
Begin training in basic billing and payment specialist functions as a backup.
Gain foundational knowledge of lead supervisory responsibilities to prepare for potential advancement.
Engage in process improvement initiatives, identifying areas for operational enhancements.
Assist in preparing and understanding reports on key performance metrics, discussing these metrics with supervisors and team members.
Collaborate with the team to implement changes that improve efficiency and customer satisfaction.