Customer Service Associate - Utility Billing

Customer Service Associate

The Customer Service Associate in the Utility Billing Division is responsible for a variety of clerical and customer service duties to ensure efficient utility account management and high-quality service. This role involves opening and closing utility accounts, addressing customer inquiries, and working closely with other departments to ensure seamless operations. This position requires routine clerical work, account maintenance, and frequent interaction with the public, Utility Billing Office staff, and other City departments, both in person and by phone. In the event of an emergency or disaster, all employees may be designated as essential and required to assist as needed. DISTINGUISHING CHARACTERISTICS OF THE CLASS: Employees in this role are responsible for managing utility billing accounts, delivering customer service, and performing clerical duties related to utility billing operations. Working within the Utility Billing Division, employees will engage with the public by addressing and resolving customer complaints, responding to inquiries, maintaining account records, and resolving discrepancies. Employees will also be responsible for entering and retrieving data. Work is performed under general supervision.

Essential Job Functions

• Customer Service:
1. Answer customer inquiries and concerns at the service counter, via email, or by telephone.
2. Schedule and update payment arrangements for customers, record credit adjustments, and send delinquency notices as needed.
3. Generate duplicate bills and other account documentation as required.
• Work Order Processing:
1. Prepare and process work orders for tasks such as verified readings, leak tests, low water pressure, meter replacements, and repairs.
2. Initiate meter check reads, bench tests, turn-ons, and turn-offs as needed.
• Clerical and Administrative Support:
1. Receive, open, sort, and distribute incoming mail.
2. Maintain organized records, files, and reports.
3. Perform general clerical duties and provide administrative support assigned.

Minimum Requirements

High School diploma or GED, plus two (2) years of experience in customer service, billing, or clerical work, preferably in a utility or municipal environment. ADDITIONAL REQUIREMENTS: Written and verbal communication skills in English, as well as verbal communications skills in additional language(s) as may be determined based on constituent population (i.e. Haitian Creole, Spanish, etc.).

Skills

Ability to understand and follow complex oral and written directions; Ability to handle stress and high-volume public interaction tactfully and professionally; Ability to multi-task in a fast-paced environment with frequent interruptions; Ability to communicate clearly and concisely, both orally and in writing; Ability to use office software and adapt to new technologies and processes; Ability to type from clear copy or rough draft at a moderate rate of speed; Ability to maintain composure and exercise good judgment under pressure; Ability to maintain effective working relationships with employees and the public; Ability to handle confidential and sensitive customer information with discretion; Ability to work independently with minimal supervision and collaboratively with a team; Ability to perform duties and handle physical requirements.