Utility Customer Service Representative

City of Gresham•Gresham, OR

1d•Onsite

About The Position

The City of Gresham is seeking a Utility Customer Service Representative to join its Utility Billing team within the Budget & Finance Department. In this front-line role, you will help customers understand and manage their City utility accounts. You will answer billing and payment questions, explain account activity and City requirements, process service and account requests, and connect customers with available options and resources. This fast-paced work requires accuracy, patience, sound judgment, clear communication, and professionalism during difficult or sensitive conversations. This is a full-time position scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m., and works onsite at Gresham City Hall, 1333 NW Eastman Parkway. As Oregon’s fourth-largest city, Gresham is a welcoming and growing community. City employees work together to provide practical, responsive, and high-quality public service. We seek candidates who will contribute to a respectful workplace and provide fair, thoughtful service to people with different backgrounds, experiences, and perspectives. Come build the future with us.

Requirements

High school diploma or GED.
Two years of customer service, general office, or related experience.

Nice To Haves

Providing customer service in person and by telephone in a busy environment.
Explaining billing, payment, account, or service information.
Processing payments, handling cash, or balancing payment activity.
Entering and maintaining information in customer, billing, payment, or document systems.
Documenting customer contacts and following requests through completion.
Assisting customers during difficult or sensitive situations.
Communicating in Spanish or Russian

Responsibilities

Assist customers with questions and requests about accounts, bills, payments, due dates, service, water use, payment arrangements, and customer assistance programs.
Clearly explain account activity, City requirements, available options, and next steps.
Open, update, and close accounts.
Complete authorized extensions, payment arrangements, adjustments, enrollments, and other account changes.
Review information for completeness and refer requests that need further review.
Accept and post payments, balance and reconcile payment activity, prepare checks for deposit, and follow cash-handling, security, and internal-control procedures.
Create timely, factual, and complete account notes.
Follow customer needs through completion or clearly refer them to the appropriate employee with the information needed to take the next step.
Prepare notices, letters, forms, refund documents, returned mail, welcome materials, and other utility correspondence.
Complete assigned outreach and check work for accuracy and completeness.
Manage multiple priorities in a busy customer service environment, contribute to shared team responsibilities, and provide trained backup support as assigned.