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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