Utility Customer Service Specialist I

City of Bastrop•Bastrop, TX

9d•Onsite

About The Position

The City of Bastrop is seeking an enthusiastic, customer-focused Utility Customer Service Specialist I to support daily utility operations and provide service to residents, visitors, and internal departments. Under general supervision of the Customer Service Supervisor or Finance Director / Assistant Finance Director, the role handles high-volume customer service, entry-level utility account maintenance, billing support, and general administrative duties. Employees begin under close supervision while acquiring department-specific knowledge and are expected to work independently as their proficiency increases, particularly in customer service and cash collection responsibilities. This is an in-office position; regular attendance is required. The position provides frontline assistance in person, by telephone, fax, and email; maintains utility accounts; answers billing and fee questions; collects and posts payments; reconciles cash; processes service requests; coordinates work orders and service updates; and maintains utility records and documentation. It also provides administrative support such as data entry, filing, mail handling, preparing correspondence, and assisting with deposits. Staff may be required to work extended hours, open the department drive-thru window on an assigned schedule after training, and work during emergencies. The role requires a high school diploma or GED and six months to one year of customer service and administrative support experience. Exceptional customer service experience, advanced office and computer skills including Microsoft Suite, and 10-key-by-touch ability are required. A valid Texas driver license with an acceptable driving record is required and must be maintained. Bilingual Spanish skills are preferred. Employment is contingent on passing post-offer, pre-employment drug testing and a criminal background investigation.

Requirements

High school diploma or GED.
Six months to one year of customer service and administrative support experience; account maintenance, payment processing, and reconciliation experience are preferred within the stated experience description.
Exceptional customer service experience and the ability to exercise tact and courtesy during frequent public contact.
Advanced office and computer skills, including experience with Microsoft Suite.
Ability to operate a 10-key calculator by touch.
Valid Texas driver license and an acceptable driving record, which must be maintained throughout employment.
Ability to work independently with minimal direct supervision and assistance.
Ability to learn department policies, processes, billing rate structures, and their effects on customer accounts within six months of hire.
Ability to demonstrate basic knowledge and operation of the office's billing, metering, and filing programs within six months of hire.
Ability to build strong working relationships with City staff within six months of hire.
Knowledge of basic accounting and billing procedures and account and record maintenance principles and practices.
Advanced knowledge of modern office practices and procedures and modern computer software, including Microsoft Excel and Word.
Effective written and oral communication skills when working with customers and coworkers.
Ability to analyze and solve problems, exercise sound judgment, and make independent decisions in accordance with established policies and procedures.
Ability to perform data entry and operate modern office equipment and common computer applications.
Ability to perform basic arithmetic, calculate decimals and percentages, and compute discounts.
Ability to multitask, pay close attention to detail, redirect attention between tasks, and prioritize critical demands.
Ability to organize and review work for policy compliance, efficiency, and accuracy, and to work effectively as part of a team with multiple departments.
Regular and consistent attendance during assigned work hours is essential.
Ability to work during emergency situations as required.
Ability to meet the physical demands described, including standing and walking, occasional bending, light lifting, driving, and sometimes frequent moderate lifting.

Nice To Haves

Bilingual skills in Spanish.
Experience in an account maintenance environment, particularly processing payments and performing reconciliation duties.

Responsibilities

Greet the public and respond courteously and professionally to frontline, telephone, fax, and email inquiries.
Open and close utility accounts, collect deposits, restore services, and update account information.
Explain billing and fee structures, delinquent payments, account status, and other utility account concerns.
Collect and post utility payments in cash, check, and credit card forms, including monies received from other departments.
Maintain and reconcile the cash drawer daily and use proper internal cash controls.
Process routine customer requests and complaints, and refer non-routine issues to a supervisor or appropriate staff or department.
Initiate work orders for City services and issues, including account connections and disconnections, power or water outages, and code enforcement.
Coordinate with other departments regarding work orders, service connections and disconnections, leaks, service interruptions, and emergencies.
Provide customers and staff with status updates in person and by telephone during utility outages or interruptions.
Communicate verbally and in writing with customers about utility accounts, delinquent payments, billing questions, new account applications, and meter rereads.
Scan and file work orders, connection and disconnection records, deposit backup documents, and other utility documentation.
Enter data and maintain records, files, and accounts.
Answer incoming utility billing calls, assist callers, or direct them to the appropriate entity.
Receive, process, and distribute mail; prepare forms, letters, and parcels for mailing.
Maintain an understanding of department policies, processes, and billing rate structures to provide accurate customer guidance.
Prepare and audit bank deposits and transport deposits to the bank.
Deliver mail to the Post Office and pick up department mail.
Perform other related work and duties as assigned.