Customer Service Representative (Temporary)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Processes utility payments and revenue received primarily via the mail, walk-in utility customers and Call Center. Collects and receipts revenue received from other city departments.

Provides excellent customer service by addressing customer issues and complaints in an efficient and courteous manner; escalates complex issues to appropriate individual(s).

This is a temporary position with an anticipated end date of September 1, 2025

A pplicants are encouraged to submit a cover letter & resume.

Essential functions :

Collects and posts all utility and developer payments received from customers and developers, along with monies received from other departments, in the lobby, drive-thru, mail and night drop locations;

reconciles cash drawer daily; uses proper internal cash controls.

• Receives and prepares walk-in requests for connection, disconnection, and transfer of utility service.
• Processes bank wire payments; posts Insite (web) payments; updates Daily Payment Reports.
• Assists customers with Agua-messenger Program initiation and credit card draft maintenance.
• Responds to customer questions regarding utility service, leak, and billing questions.
• Maintains commercial refuse charges; provides reports to Contractor.
• Makes decisions as to the accuracy of meter readings and charges on utility accounts, calculates adjustments, recalculates bills, and updates the records.
• Prepares work orders for commercial and residential customers to initiate connects, disconnects, transfers of service, re-reads, along with any other service request, and bills the applicable fees.
• Provides payment plans for customers, reviews payment histories, and makes professional decisions as to the terms and duration of the contracts.
• Prepares monthly reports.
• Maintains a general understanding of department policies and processes, billing rate structures, and GUS operations and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns.
• Provides information to customers regarding events experienced by the utility to inform and educate customers.
• May be required to work in Call Center occasion to assist with unusually high call volume.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS :

Education, training, and Experience Guidelines

UCSR - High School diploma or equivalent. Two years of full-time work experience in customer service and cash handling. OR Any equivalent combination of experience and training / education that provided the required knowledge, skills and abilities.

USCRS - High School diploma or equivalent. Three years of full-time work experience in customer service and cash handling.

OR Any equivalent combination of experience and training / education that provided the required knowledge, skills and abilities

Knowledge of :

• Call center environments.
• Effective customer relations practices.
• Demonstrates proficiency in computer skills.
• Credit collection practices.
• Basic accounting and billing procedures.
• Federal, State, and Local laws.
• City practice, policy, and procedures

Skill in :

• Performing data entry; operating a 10-key calculator.
• Using computer and related software.
• Executing oral and written instructions and reports.
• Communicating effectively, both orally and in writing.
• Establishing and maintaining effective working relationships.
• Working with utility rates and procedures.
• Interpreting utility bills for customers and making decisions as to their validity.
• Analyzing data and problem-solving.
• Interpreting meter readings for customers.
• Adding and balancing payments; figures utility bills, provides an analytic review of trend analysis.

LICENSES AND CERTIFICATION REQUIREMENTS

Valid Class C Texas driver's license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, and use of foot controls.

Hiring Range : $18.36 - 23.00, hourly.

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Temporary (Fixed Term)-Full time