Utility CIS Representative

City of Garland•Salt Lake City, UT

6d•Onsite

About The Position

Responsible for processing and maintaining customer billing and profile information. This role involves working consistently in the Customer Information System (CIS), collaborating with a third-party mailing vendor, and managing corrective actions when CIS processes fail. The position also includes executing and managing billing processes, adjusting meter readings, managing service orders, entering account credits or debits, making rate changes, correcting meter reading history, re-billing charges, and running necessary reports. Additionally, the representative will work closely with revenue protection staff on tampering investigations to assist the city and prevent revenue loss. This includes multitasking, answering phone calls from revenue protection technicians or customers, research and evidence collection, and liaising with various city departments such as meter reading, code, building inspections, and electric/water departments. The role may also involve discussing disputes for tampering charges with customers.

Requirements

High School Diploma or General Equivalency Diploma (GED)
Up to 2 years of utility customer service billing or CIS experience
Sufficient knowledge of Microsoft Office (Word, Outlook, Excel, Access, PowerPoint)
Basic knowledge of procedure implementation methods
Basic knowledge of utility billing practices for electric and water service
Skill in de-escalating stressful situations involving irate customers
Ability to listen and ascertain the needs of customers
Ability to deal courteously and diplomatically with the general public
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Nice To Haves

High School Diploma plus six months or one year of advanced study or training past high school level
2-4 years’ experience in customer service or utility customer service billing industry

Responsibilities

Process and maintain customer billing and profile information.
Work consistently in the Customer Information System (CIS).
Work closely with third-party mailing vendors.
Manage and report on corrective actions when CIS processes fail.
Execute and manage billing processes in CIS.
Adjust meter readings, manage and process service orders, enter account credits or debits, or make rate changes.
Correct meter reading history or re-bill charges as needed.
Run and work reports as needed.
Work closely with revenue protection staff on tampering investigations.
Answer phone calls from revenue protection technicians or customers.
Conduct research and collect evidence.
Work with different departments throughout the city (meter reading, code, building inspections, GPL electric department and/or water departments).
Discuss disputes for tampering charges with customers over the phone/in person.