Utility Billing Customer Service Representative

City of Casper•City Hall - Casper, WY

1d•Onsite

About The Position

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.

Requirements

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
Knowledge of customer service principles.
Knowledge of basic math.
Knowledge of record keeping and file management principles.
Knowledge of modern office procedures, methods, and use of technological equipment including database management.
Ability to organize records in an easily retrievable fashion.
Ability to operate a variety of modern office equipment and tools.
Ability to work on a variety of tasks simultaneously in person, and on the phone.
Ability to routinely demonstrate the City of Casper core values.
Ability to perform basic math calculations.
Ability to learn, explain, and follow applicable procedures and policies.
Ability to maintain confidentiality.
Ability to answer phones and provide assistance to customers via multiple modes of communication.
Ability to accurately proofread numerical and text data.
Ability to accurately type documents at a reasonable rate of speed.
Ability to be flexible with assignments which may change.
Ability to perform a variety of office and computer tasks.
Ability to prepare clear, accurate and concise reports.
Ability to become proficient in all equipment, machinery and/or software required to accomplish assigned tasks.
Ability to maintain a neat and professional appearance.
Ability to communicate effectively verbally and in writing.
Ability to follow written and verbal instructions and direction.
Ability to establish and maintain effective working relationships with those contacted in the course of work.
Ability to follow all City safety rules and procedures and immediately report all accidents/incidents or unsafe conditions to a supervisor.
Skill in providing customer service.
Skill in maintaining accurate records and files.
Skill in typing and data entry.
Skill in using a computer and related software applications.
Skill in operating in a courteous, knowledgeable and tactful manner with customers, staff and the general public.
Skill in oral and written communication, sufficient to exchange or convey effective information and to receive work direction.
Skill in operating modern office equipment, software and operating systems/applications.
High school diploma or equivalent (G.E.D.) required.

Nice To Haves

Possession of a valid Wyoming driver’s license preferred.

Responsibilities

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
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.
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.
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.
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.
Enters information into applicable databases and/or other computerized systems to collect and maintain records and information;
Files documents alphabetically, numerically, or by other prescribed methods; locates missing files; purges obsolete files.
Performs various routine clerical duties utilizing standard office equipment including making photocopies, faxing documents, and accepting payments.
Provides general customer service and communicates with the public regarding fees, policies, rules and general information about the facility or event.
Runs standard reports according to established timelines, or as directed.
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.
Performs other duties of a similar nature or level.