Utility Customer Service Specialist I 2026-03191

City of Fayetteville, Arkansas•Fayetteville, AR

About The Position

The Utility Customer Service Specialist I provides customer service to internal and external customers and supports the City’s utility billing and customer account operations. The role explains billing processes and City services, responds to inquiries in person, by phone, and by email, and may gather and present utility usage and cost information in formats such as charts or spreadsheets. It processes impact fees and utility account setup, service transfers and disconnections, payment arrangements, mail, and financial transactions. The position also researches account issues and collections, interprets utility reports, and helps train new customer service coordinators. The role requires sound judgment and discretion, including when handling water service turn-ons and shutoffs and difficult customer complaints. The employee must maintain confidentiality, adhere to Federal Red Flag guidelines, keep up-to-date knowledge of applicable City ordinances and services, and maintain accurate and reliable attendance. Other duties may be assigned.

Requirements

High school diploma or GED.
Two years of related customer service and/or cashier experience.
Successfully pass a criminal background check, including checks for specified violent offenses, theft offenses, and offenses under A.C.A. § 21-15-103 or A.C.A. § 21-15-111.
Basic understanding of cash-handling principles.
Ability to communicate effectively orally and in writing.
Ability to understand and explain City services, guidelines, and procedures.
Ability to use tact, initiative, and independent judgment when handling difficult citizen complaints and requests.
Ability to work effectively amid regular interruptions and numerous citizen phone calls.
Ability to perform arithmetic involving basic operations and calculations of ratios, rates, and percentages.
Proficiency with computers and software such as word processing and spreadsheet applications, and ability to operate standard office equipment.
Ability to learn the City’s utility billing software, permit-tracking software, and electronic document management systems.
Type at least 40 words per minute and perform 10-key calculations at a minimum of 6,000 keystrokes per hour.
Ability to prioritize and multitask.
Willingness to forgo vacation time for short periods during university student migrations after the spring semester and before the fall semester.
Ability to move about an office, sit, use hands to handle objects, reach, and occasionally climb or balance, stoop, kneel, or crouch.
Ability to frequently lift or move up to 10 pounds and occasionally lift or move up to 25 pounds.
Specific vision abilities sufficient to perform computer and office work.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Provide good customer service to internal and external customers, maintain effective working relationships with City employees, and maintain regular and reliable attendance.
Maintain an up-to-date understanding of City ordinances that apply to Division operations, the utility billing process, and City divisions and services.
Explain billing information and respond to questions from customers, City employees, and the public in person, by telephone, and by email.
Gather utility benchmark or historical usage data and cost information and present it in a user-friendly format when needed.
Process impact fees and set up new utility accounts.
Review residential and commercial permit files to determine construction completion percentages and property workflow status.
Use utility maps to locate properties, water meters, and utility lines.
Assist customers with starting, transferring, or disconnecting utility service; research bad-debt accounts, set sewer averages and payment options, and complete processes accurately and on time.
Use discretion when turning water service on or off.
Interview customers subject to disconnection for nonpayment and determine eligibility for extensions and payment plans; establish arrangements for qualifying customers.
Process mail, use 10-key entry, verify checks against utility bill coupons, ensure coupons are scannable, and process mailing-address changes.
Receipt and process cash, checks, and credit-card payments and balance a cash drawer daily.
Follow Federal Red Flag guidelines and maintain strict confidentiality of customer information.
Research and resolve difficult customer problems and complaints.
Support bad-debt collections, including skip tracing, obtaining forwarding addresses, and contacting former customers.
Assist with training new customer service coordinators.
Run, review, and interpret complex utility account reports to answer questions or fulfill requests.
Answer call-center calls and forward them to the appropriate department.
Perform filing accurately.
Perform other duties as assigned.