Utility Customer Service Specialist I

City of Bastrop, TX; Spring (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

The City of Bastrop, TX is seeking a Utility Customer Service Specialist I to handle front-line inquiries, open and close accounts, collect payments, and assist residents and departments with billing questions.

This in-office role requires strong communication, basic accounting, and Microsoft Office skills, plus the ability to multitask in a busy environment. Bilingual Spanish preferred; training provided; 8am-5pm schedule.

Qualifications

• Must have strong customer service experience and the ability to interact with the public in person, on the phone, and by email.
• Proficient in basic office software including Word and Excel; capable of data entry and maintaining records.
• Must be dependable, detail oriented and able to work with limited supervision.

Responsibilities

• Greet the public and respond to inquiries via frontline, phone, fax and email in a courteous manner.
• Open new accounts, collect deposits, restore services and update account information.
• Provide information on billing, fees, delinquent payments and account status; communicate clearly with customers.
• Process and post utility payments in various forms and reconcile cash drawer daily.
• Initiate work orders for city services and coordinate with other departments as needed.
• Maintain filing and scanning of documents; ensure accessibility to staff.

Skills

Customer service

Communication

Attention to detail

Teamwork

Education

High school diploma or GED

6 months to 1 year of customer service experience

10-key by touch

Tools

Microsoft Excel

Microsoft Word

Microsoft Office Suite

Job description

The City of Bastrop is seeking an enthusiastic, customer-focused individual to join our team as a Utility Customer Service Specialist I. This position plays an essential role in supporting daily utility operations and providing exceptional service to residents, visitors, and internal departments. As a key point of contact for residents and internal departments, the ideal candidate is dependable, motivated, detail oriented, and comfortable working in a fast-paced, high-volume, team-oriented environment. If you are looking to grow your skills while contributing to a community-driven organization, we encourage you to apply. Bilingual skills in Spanish are preferred.

This position is not remote; regular in-office attendance is required.

• Perform administrative duties in greeting the public, responding to frontline, phone, fax and email inquiries, and providing general information in a courteous and professional manner.
• Provide exceptional customer service through opening new accounts, closing accounts, collecting deposits, restoring services, and updating account information.
• Provide information concerning billing and fee structures, delinquent payments, account status, etc.
• Collect and post all utility payments received from customers in various forms, i.e., cash, check, credit card, along with monies received from other departments.
• Maintain and reconcile cash drawer daily; uses proper internal cash controls.
• Process routine customer requests and/or complaints, directs non-routine issues and concerns to supervisor or other appropriate staff and departments.
• Initiate work orders for City services and/or issues received from customers for all City departments, i.e., account connects/disconnects, power/water outages, and code enforcement.
• Communicate with staff from other departments concerning work orders, i.e., connects, disconnects, leaks, interruptions of services, and emergencies.
• Provide status updates to staff and customers in person and over the telephone during any outages or interruptions of utility services.
• Communicate with customers verbally and/or in writing concerning utility accounts, i.e., delinquent payments, resolving billing questions, processing new account applications, re-reading meters.
• Perform scanning and filing duties to include work orders, connects, disconnects, deposit backup documents, and other utilities related documentation; ensure documents are filed in the appropriate file and readily available to appropriate staff.
• Perform data entry in the maintenance of various records, files and accounts.
• Answer all incoming utility billing service calls, assisting personally or direct the customer to the appropriate entity.
• Receive, process and distribute mail; prepare forms, letters and parcels for mailing.
• Maintain a general understanding of department policies, processes, and billing rate structures and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns.
• Must have the ability to work independently with minimal direct supervision and assistance.

Other Duties:

• Prepare and audit bank deposits; transport deposits to bank.
• Deliver mail to Post Office; pick up department mail.
• Perform other related work and duties as assigned.

Education, Training and Experience:

• High school diploma or GED; supplemented by six (6) months to one (1) year of customer service and administrative support experience, preferably in an account maintenance environment with specific experience in processing payments and reconciliation duties that demonstrate the ability to function with considerable independence.
• Must have exceptional customer service experience.
• Must have advanced office and computer skills including experience with Microsoft Suite.
• 10-key by touch
• Any equivalent combination of training and experience which demonstrates the required knowledge, skills and abilities to perform the duties will be considered.

Special Requirements:

• Regular and consistent attendance for the assigned work hours is essential.
• General office hours are 8 a.m. – 5 p.m.; on occasion, staff is required to work extended hours, sometimes later than 5:30 p.m.
• Once trained the position may be required to open the department drive-thru window as assigned, requiring work hours from 7 a.m. – 4 p.m.
• Must be able to work during emergency situations as required.

Must have a valid Texas Driver license with an acceptable driving record to be maintained throughout employment.

Knowledge, Skills and Abilities:

• Must have exceptional customer service relations skills including the ability to exercise consistent tact and courtesy in frequent public contact.
• Must have and maintain a general understanding of department policies, processes, and billing rate structures, and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns within six (6) months of hire.
• Must have the ability to demonstrate basic knowledge and operation of our office’s current billing, metering and filing programs within six (6) months of hire.
• Must have the ability to work independently under the City’s utility policies and office procedures with minimal direct supervision and assistance, and must have built a strong working relationship with City staff within six (6) months of hire.
• Knowledge of basic accounting and billing procedures.
• Knowledge of account and record maintenance principles and practices.
• Advanced knowledge of modern office practices and procedures.
• Skill in both written and oral communication for effective expression of conceptsin dealing with customers and co-workers.
• Advanced knowledge of a variety of modern computer software to include Microsoft Suite, specifically Excel and Word.
• Ability to apply analytical and interpretive skills to problem solving.
• Ability to exercise sound judgment and make independent decisions in accordance with established policies and procedures.
• Ability to perform data entry.
• Ability to operate a 10-key calculator by touch.
• Ability to establish and maintain effective working relationships with supervisor, support staff, and other departments/agencies position interacts with.
• Ability to perform as a member of a team, supporting co-workers, and demonstrating such interpersonal skills with multiple departments.
• Ability to analyze, organize and review work for established policy standards, providing efficient results and accuracy.
• Ability to operate modern office equipment and computer programs in common applications.
• Ability to add, subtract, multiply, and divide; calculate decimals and percentages, compute discounts.
• Strong ability to multi-task with acute attention to detail.
• Must be able to redirect attention and/or concentration from one task to another effortlessly and without hesitation.
• Must be able to prioritize tasks and address the most critical and pressing demands first.

Physical Requirements:

• Most tasks are on your feet at counter, with walking, occasional bending, light lifting (5-20 pounds), driving vehicle, or other restricted physical activities.
• Some tasks involve some physical effort, i.e., standing and walking, or frequent moderate lifting (20-50 pounds), minimal dexterity in the use of fingers, limbs, or body in the operation of office equipment.
• Tasks may involve extended periods of time at a keyboard or workstation.

Environmental Requirements:

Tasks are regularly performed without exposure to adverse environmental conditions (e.g. dirt, cold, rain, fumes).

Sensory Requirements:

• Some tasks may require sound perception and discrimination.
• Some tasks may require visual perception and discrimination.
• Some tasks may require oral communications ability.

The City of Bastrop is an Equal Employment Opportunity Employer (EEO) and values diversity in its workforce. As an EEO employer, the City provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Employment is contingent on passing post-offer, pre-employment drug testing and criminal background investigation.