Customer Service Representative - Internal Only

City of Rockport; Rockport (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

The City of Rockport is seeking a reliable Customer Service Representative to support the Utility Billing Department. This role serves as the primary contact for customers, providing accurate information, processing payments, and ensuring efficient service delivery to the community.

Key duties include handling inquiries, setting up new accounts, processing service applications, and preparing work orders for utility services, leaks, or missed pickups.

Qualifications

• High school diploma or equivalent required.
• Ability to read, write, and perform basic math.
• 1–2 years of experience in a similar role or equivalent internship/apprenticeship.

Responsibilities

• Answer phones and greet customers in person with courteous, professional assistance.
• Respond to inquiries, concerns, and complaints; resolve issues efficiently.
• Accept and process in-person payments for utility services.
• Set up new utility accounts and process service applications.
• Process service requests and prepare work orders (new service, gas/water leaks, missed garbage).
• Process cash collections, including remote check deposits and credit card reconciliation.
• Review and process billing adjustments per City policies.
• Maintain accurate records and files.
• Perform related duties as assigned.

Skills

Customer service

Communication skills

Computer literacy

Office procedures

Payment processing

Record keeping

Education

High school diploma or equivalent

Tools

Office software

Job description

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