Customer Service Clerk

Functions:

Under general supervision and in accordance with established policies and procedures, the Customer Service Clerk performs clerical and customer service duties related to billing, payments, service calls, and inquiries for City utility services.

Responsibilities and Duties:

• Customer Service & Public Interaction
  
  
  
  • Greets and assists walk-in clients, customers, vendors, and residents.
  
  
  • Answers incoming calls, transfers calls, takes and transmits messages as needed.
  
  
  • Interfaces with customers regarding new services, billing issues, service complaints, and account inquiries.
  
  
  • Makes courtesy calls to notify customers of account status and arranges payment plans.
  
  
  
  

• Utility Account Administration
  
  
  
  • Sets up new utility service applications and verifies service locations.
  
  
  • Processes service deposits, payments, disconnects, and reconnects.
  
  
  • Assists in researching utility accounts to answer customer questions or process usage adjustments.
  
  
  • Prepares, tracks, and distributes service requests and work orders.
  
  
  
  

• Billing & Collections
  
  
  
  • Prepares and sends invoices for services via mail.
  
  
  • Loads, reloads, and processes utility meter reads, downloads reads, and addresses rereads.
  
  
  • Processes payments received by mail, telephone, online, and in person.
  
  
  • Matches and reconciles payments with accounts in the accounting system.
  
  
  • Prepares reports such as water consumption, new taps, and billing summaries.
  
  
  • Prepares customer lists for late payments and initiates disconnect procedures via letters, phone calls, and work orders.
  
  
  
  

• Administrative Support
  
  
  
  • Prepares and types correspondence related to Utility Services or other assignments.
  
  
  • Balances cash drawer daily and reconciles financial records.
  
  
  • Performs other clerical and administrative duties to support the Utility department
  
  
  
  


• Utilities Dispatch
  
  
  
  • Assists customers with general service calls
  
  
  • Creates work order task assigned from service calls
  
  
  • Dispatches field operators to residences
  
  
  • Assists general contractors/plumbers with updating information regarding builds
  
  
  • Maintains work order flows and checks for completion
  
  
  • Oversees administration of Watersmart, Harmony, and Cartegraph and corresponds with Asset Management Technician
  
  
  
  


• Other Duties as assigned.

Certification, Education, and Experience:

• Valid driver’s license


• High school diploma or equivalent required.


• Twelve months related experience and/or training; or equivalent combination of education and experience. 


• One to two years related experience and/or training; or associate degree; or equivalent combination of education and experience preferred.

Knowledge, Skills and Abilities Required:

• Strong interpersonal and communication skills for one-on-one and group interactions.


• Ability to read and interpret documents, write routine reports, and handle customer inquiries.


• Proficient in basic math, including percentages, ratios, and general accounting functions.


• Skilled in Microsoft Office Suite and general office software.


• Knowledge of utility billing procedures, office practices, and customer service operations.


• Ability to manage multiple tasks efficiently, maintain records accurately, and uphold confidentiality.


• Competence in operating office equipment including computers, calculators, copiers, and phone systems.


• Sound judgment and problem-solving skills in standardized situations.

Physical Requirements:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

• Regularly required to sit for extended periods and perform tasks using hands and fingers, including typing and data entry.


• Frequently required to reach with hands and arms.


• Communicate clearly by phone and in person.


• Occasionally required to stand, walk, bend, or kneel in the course of routine office tasks.


• Must be able to occasionally lift or move items up to 15 pounds, such as files, office supplies, or packages.


• Vision requirements include close vision and the ability to adjust focus for reading documents, working on a computer, and processing paperwork.

Work Environment:

• Typical office environment with moderate noise level.


• Rare exposure to adverse working conditions.

The City of Horseshoe Bay is an Equal Opportunity Employer. We are committed to fostering an inclusive environment for all employees and applicants, and we do not discriminate based on race, color, national origin, gender, age, disability, sexual orientation, gender identity, or any other characteristic protected by law.