Utility Billing: Customer Support Specialist

City of Gresham, OR; Gresham (OR); On-site; USD 42,000 - 56,000; Full time

Job summary

The City of Gresham seeks a Utility Customer Service Representative to join its Utility Billing team in Budget & Finance. You will help customers understand and manage their utility accounts, answer billing questions, process requests, and connect customers with options and resources. The role requires accuracy, patience, clear communication, and professionalism.

This full-time onsite position runs Monday–Friday, 8:00 a.m.–5:00 p.m. at City Hall, 1333 NW Eastman Parkway.

Qualifications

• High school diploma or GED.
• Two years of customer service, general office, or related experience.

Responsibilities

• Help utility customers with questions and requests about accounts, bills, payments, due dates, service, water use, payment arrangements, and customer assistance programs. Clearly explain account activity, City requirements, available options, and next steps.
• Maintain, update, and close accounts; complete extensions, payment arrangements, adjustments, enrollments, and other changes; review information for completeness and refer complex requests for review.
• Process payments: accept and post payments, balance and reconcile activity, prepare checks for deposit, follow cash-handling procedures.
• Create timely, factual account notes and follow through to completion or proper referral.
• Prepare notices, letters, forms, refund documents, returned mail, welcome materials, and other utility correspondence; perform outreach checks for accuracy.
• Manage multiple priorities in a busy environment and provide trained backup support.

Skills

Customer service

Communication

Attention to detail

Judgment

Reliability

Learning ability

Education

High school diploma or GED

Tools

CRM systems

Payment processing software

Job description

The City of Gresham seeks a Utility Customer Service Representative to join its Utility Billing team in Budget & Finance. You will help customers understand and manage their utility accounts, answer billing questions, process requests, and connect customers with options and resources. The role requires accuracy, patience, clear communication, and professionalism.

This full-time onsite position runs Monday–Friday, 8:00 a.m.–5:00 p.m. at City Hall, 1333 NW Eastman Parkway.