Utilities Customer Services Representative

City of Arlington; Arlington (TX); On-site; USD 58,627,000 - 73,269,000; Full time

Job summary

City of Arlington seeks a Customer Service Representative to assist customers with water utility accounts, explain programs, and process payments. The role includes daily cashiering tasks, posting payments in the CIS system, and generating receipts for customers.

Responsibilities extend to researching inquiries, advising on billings and service options, and supporting field crews with work orders and information as needed.

Qualifications

• Knowledge of proper telephone etiquette.
• Knowledge of proper English, spelling and punctuation.
• Knowledge of automated systems for billing on accounts, on-line cashiering and work management.
• Knowledge of computer applications, computer equipment usage, and cash handling/management protocol.
• Skill to operate CIS billing system, AMI, e-bill/payment website, payment processing applications and remittance software.
• Skill in providing quality customer service, especially in high conflict situations.
• Ability to multitask.
• Skill in data entry and coding data to achieve desired results.
• Typing speed of 35 wpm.

Responsibilities

• Activate, close or transfer water utility accounts for customers.
• Handle cashiering functions, balance drawers and deposits daily.
• Process payments for multiple services and post to CIS system with receipts.
• Analyze customer inquiries and research with internal/external sources.
• Answer questions on billings, schedules and services; identify required documents.

Skills

Telephone etiquette

English proficiency

Billing software

Data entry

Cash handling

Customer service

Typing 35 wpm

Multitasking

Education

High school diploma or GED + 2 years experience

Tools

CIS billing system

Advanced Metering Infrastructure (AMI)

e-bill/payment website

Remittance processor

Payment processing application

Job description

SALARY $20.46 - $25.57

JOB SUMMARY

Under general supervision, provides customer service assistance to customers regarding wide array of topics including but not limited to education on programs and resources, as well as activation, closing and transferring water utility accounts. This position is also responsible for handling financial transactions on a daily basis and creating and processing work orders for field crews.

ESSENTIAL JOB FUNCTIONS

• Ability to provide assistance to customers regarding a broad range of information in a timely and courteous manner including but not limited to activating, closing or transferring water utility accounts for new/existing customers.
• Ability to handle all department cashiering functions such as balancing cash drawers, preparing associated deposits daily and conducting daily reconciliation.
• Ability to accept and process payments for multiple services from walk-in customers, customers over the phone, night depository and mailed-in payment information and enter into CIS system for immediate posting and provide receipts or confirmation numbers to customers.
• Ability to analyze customer inquiries and conduct research including but not limited to contacting citizens, various internal and external sources to obtain accurate information to assist customers.
• Ability to answer questions and provide accurate information to customers regarding billings, payment schedules and other services provided and identify appropriate documentation necessary to complete various processes.

OTHER JOB FUNCTIONS

• Ability to plan, direct, monitor and provide management oversight for Water Treatment, Laboratory Services, and Water Resource Services activities. Provides management of personnel including hiring, performance evaluations, discipline, rulemaking, safety assurance, and other duties supporting a team environment.
• Ability to plan, direct and monitor preparation and implementation of annual operating budget and capital improvement projects for Water Treatment, Laboratory Services, and Water Resource Services.
• Ability to plan and implement actions that ensure meeting all regulatory requirements for water treatment, production, pretreatment, watershed management, and laboratory services.

MINIMUM QUALIFICATIONS

• Knowledge of proper telephone etiquette.
• Knowledge of proper English, spelling and punctuation.
• Knowledge of automated systems for billing on accounts, on-line cashiering and work management.
• Knowledge of computer applications, computer equipment usage, and cash handling/management protocol.
• Skill to operate such software applications such as CIS billing system, bill/payment website, payment processing application, Advanced Metering Infrastructure (AMI), identification validation service, and etc.
• Skill in providing quality customer service, especially in high conflict situations.
• Ability to multitask.
• Skill in the investigation and determination of facts.
• Skill in accurately entering data and properly coding data to achieve desired results.
• Skill in typing 35 wpm.
• Ability to calculate complex utility billing and adjustments.
• Ability to provide accurate information and assist customers via multiple points of contact (Call Center ACD call queue, email, web, fax, and in person).
• Ability to open and sort payments received by mail and check amounts for irregularities.
• Ability to understand, utilize and decipher computer software applications such as CIS billing system, Advanced Metering Infrastructure (AMI), e-bill/payment website, payment processing application, remittance payment processor software application and personal identification verification system.
• Ability to listen and ascertain customer needs.
• Ability to determine equitable solutions for customers in need.
• Ability to count money and give correct change.
• Ability to listen and communicate over radio transmitters.
• Ability to organize and relay detailed information; including billing/payment records and delinquency process.
• Ability to understand oral and written instructions.
• Ability to perform a variety of physical skills including, but not limited to bending, hearing, seeing, and writing by hand.
• Ability to operate a variety of office equipment including, but not limited to multi-channel radio, PC, keyboard along with various software, telephone, facsimile, copier, shredder, printer, mail opener, remittance processor, cash register and calculator.
• Ability to file and process mail.
• Ability to establish and maintain effective working relationships with work associates and the public.
• Ability to read and interpret general correspondence, City codes, ordinances, policies and manuals.

QUALIFYING EDUCATION AND EXPERIENCE

A High school education or GED plus two years of call center, cash handling, customer services and general office work experience.

EMPLOYMENT SCREENINGS REQUIRED

Criminal background check Credit check

Equal Opportunity

City of Arlington is an Equal Opportunity Employer.

The City of Arlington is an Equal Opportunity Employer.

The City will make reasonable accommodations upon request for qualified individuals with disabilities.

Requests for reasonable accommodations should be sent to [e-mail].

Why Join Us

The people that work for the City of Arlington directly impact our community, citizens, visitors and businesses. Become a leader in your chosen profession by joining the City’s dynamic workforce and make a positive contribution to the American Dream City!