Utility Customer Service Representative I

Job Posting

The purpose of this job is to assist utility customers with billing questions and serve as the first point of contact for those requesting financial assistance. Essential functions include delivering customer service, responding to and resolving customer inquiries and concerns via phone, email, online apps, and in person. Additionally, the role involves processing applications, updating parties as appropriate, maintaining accurate records, and explaining utility services, rates, and rules to customers. Regular attendance is a necessary and essential function. Other duties may be assigned.

Education and Experience: An equivalent combination of education, training, and experience will be considered. Education and experience typically include a high school diploma or equivalent, and less than 1 year of experience in customer service, accounting, billing, or administrative support. Licenses or certifications are not required.

Knowledge, Skills, and Abilities: Knowledge of general office practices and administrative procedures, records management, and administration techniques and procedures. Skill in applying active listening and asking questions for understanding. Ability to communicate verbally and in writing to meet the needs of the audience. Proficiency in utilizing relevant software to research and access information. Ability to type and/or data entry with minimal errors and maintain detailed and accurate records. Ability to learn and retain city ordinances related to service and billing. Ability to provide high levels of effective customer service and handle difficult and stressful situations with professional composure and maintain effective interpersonal relationships. Ability to regularly use a computer, software, phone, and related office equipment. Ability to focus on tasks.

Supervision Exercised: The job has no responsibility for the direction or supervision of others.

Individuals needing accommodation to apply may call 573.874.CITY (2489) TTY: 711 (MO RELAY). The City of Columbia is a merit, affirmative action, equal opportunity employer: male/female. The City of Columbia requires pre-employment drug testing. The City of Columbia participates in the federal E-Verify work authorization program.