Utility Customer Service Representative

City of Canyon TX•Canyon, TX

1d•Onsite

About The Position

Under the direct supervision of the Utility Billing Manager, the Utility Customer Service Representative (CSR) is the first contact for the citizens of the City of Canyon who are utility customers. The CSR performs a crucial role in providing exceptional service to customers regarding their utility billing inquiries and concerns and other Business Office matters. Your responsibilities will revolve around addressing customer inquiries, processing billing transactions and fees, ensuring accurate and timely resolution of issues related to utility services, vital statistics, Parks and Recreation inquiries, and scheduling for the Community Center.

Requirements

High school diploma or equivalent
Must be able to work in the United States
Proven experience in customer service, preferably in a utility or billing related environment
Proficiency in using computer systems, billing software, and customer management tools
Excellent communication skills, both verbal and written
Strong problem-solving abilities and the capacity to handle difficult customer situations with patience and empathy
Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment
Attention to detail and accuracy in handling billing transactions, customer accounts, and cash transactions
Ability to ensure confidentiality of sensitive information

Nice To Haves

Additional education or certification in customer service
Tyler Technology billing software: Incode or Munis

Responsibilities

Serve as the primary point of contact for customers seeking assistance with utility billing matters, birth and death certificates, and scheduling community center rentals.
Respond promptly and professionally to customer inquiries via phone, email, or in-person communication channels.
Handle inquiries related to billing statements, consumption usage, service charges, and payment discrepancies.
Investigate and resolve customer issues regarding high bills, account adjustments, and billing errors with accuracy and efficiency.
Maintain accurate customer accounts by updating personal information, mailing addresses, and ensuring proper billing setup for new and existing customers.
Receive and process payments for utility bills, fees, birth/death certificates, and other services by batch processing or point-of-sale.
Assist customers in understanding payment options, registering for online payments, auto pay, due dates, and cutoff dates.
Provide customers with information on utility rates, service policies, conservation tips, water consumption portal, payment portal, links for different types of services, and rates for Community Center rentals.
Maintain detailed and accurate records of customer interactions, inquiries, transactions, and issue resolutions within the designated databases.
Escalate complex issues or concerns to the Utility Billing Manager, a higher level within the Finance Department, or to another department, as appropriate, for further investigation and resolution.
Collaborate with other departments (Public Works, Planning and Development, Parks and Rec, Facilities, and Police) to ensure effective communication and problem-solving for customer inquiries.
Identify and communicate opportunities for process improvements, contribute to the development of customer service procedures, and provide feedback to enhance overall department and customer satisfaction.