Customer Service Representative - Internal Only

The City is seeking a reliable, customer-focused Customer Service Representative to support the Utility Billing Department. This position serves as a primary point of contact for customers and plays an essential role in providing accurate information, processing payments, and ensuring efficient service delivery to the community.

What You’ll Do

• Answer incoming phone calls and greet customers in person, providing courteous and professional assistance


• Respond to customer inquiries, concerns, and complaints, helping to resolve issues efficiently


• Accept and process in-person customer payments for utility services


• Set up new utility customer accounts and process service applications


• Receive and process customer service requests and prepare work orders, including:
  
  
  
  • New utility service requests
  
  
  • Gas leaks and water leaks
  
  
  • Missed garbage service
  
  
  
  


• Process cash collections, including remote check deposits and credit card reconciliation


• Review and process billing adjustments in accordance with City policies


• Maintain accurate records and files


• Perform related duties as assigned

What We’re Looking For

• Knowledge of modern office practices and procedures


• Knowledge of City and departmental policies and procedures


• Familiarity with utility billing policies and procedures


• Proficiency with computers and job-related software programs


• Strong understanding of customer service principles


• Ability to prioritize and organize work in a fast-paced environment with frequent interruptions


• Skill in providing professional, effective customer service


• Skill in maintaining accurate records and files


• Ability to use standard office equipment such as computers, scanners, fax machines, and copiers


• Strong oral and written communication skills

Work Environment & Physical Demands

• Work is performed in an office setting


• Duties are primarily performed while sitting at a desk, with intermittent standing, walking, or stooping


• The employee may occasionally lift light to heavy objects

Minimum Requirements

• High school diploma or equivalent


• Ability to read, write, and perform basic mathematical calculations


• One to two years of experience in a similar position, or sufficient experience gained through an internship or apprenticeship to understand the core duties of the role

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