Utility Customer Service Representative

Utility Customer Service Representative

Under the direct supervision of the Utility Billing Manager, the Utility Customer Service Representative (CSR) is the first contact for the citizens of the City of Canyon who are utility customers. The CSR performs a crucial role in providing exceptional service to customers regarding their utility billing inquiries and concerns and other Business Office matters. Your responsibilities will revolve around addressing customer inquiries, processing billing transactions and fees, ensuring accurate and timely resolution of issues related to utility services, vital statistics, Parks and Recreation inquiries, and scheduling for the Community Center.

Qualifications:

• High school diploma or equivalent; additional education or certification in customer service is a plus.
• Must be able to work in the United States.
• Proven experience in customer service, preferably in a utility or billing related environment.
• Proficiency in using computer systems, billing software, and customer management tools. Tyler Technology billing software: Incode or Munis, is a plus.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and the capacity to handle difficult customer situations with patience and empathy.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
• Attention to detail and accuracy in handling billing transactions, customer accounts, and cash transactions.
• Ability to ensure confidentiality of sensitive information.

Essential Duties and Responsibilities

• Assistance: Serve as the primary point of contact for customers seeking assistance with utility billing matters, birth and death certificates, and scheduling community center rentals. Respond promptly and professionally to customer inquiries via phone, email, or in-person communication channels.
• Billing Inquiries and Issue Resolution: Handle inquiries related to billing statements, consumption usage, service charges, and payment discrepancies. Investigate and resolve customer issues regarding high bills, account adjustments, and billing errors with accuracy and efficiency.
• Account Management: Maintain accurate customer accounts by updating personal information, mailing addresses, and ensuring proper billing setup for new and existing customers.
• Payment Processing: Receive and process payments for utility bills, fees, birth/death certificates, and other services by batch processing or point-of-sale. Assist customers in understanding payment options, registering for online payments, auto pay, due dates, and cutoff dates.
• Information Dissemination: Provide customers with information on utility rates, service policies, conservation tips, water consumption portal, payment portal, links for different types of services, and rates for Community Center rentals.
• Documentation and Record-Keeping: Maintain detailed and accurate records of customer interactions, inquiries, transactions, and issue resolutions within the designated databases.
• Escalation Handling: Escalate complex issues or concerns to the Utility Billing Manager, a higher level within the Finance Department, or to another department, as appropriate, for further investigation and resolution.
• Collaborative Support: Collaborate with other departments; Public Works, Planning and Development, Parks and Rec, Facilities, and Police to ensure effective communication and problem-solving for customer inquiries.
• Continuous Improvement: Identify and communicate opportunities for process improvements, contribute to the development of customer service procedures, and provide feedback to enhance overall department and customer satisfaction.

Work Environment

Work is performed in an office setting indoors. Limited exposure to outside elements is expected.

Physical Demands

The majority of the work performed in this position is in an office setting. Work is completed at a workstation that consists mostly of administrative duties using a personal computer. Repetitive motions related to data entry, using a keyboard, occur regularly. On occasion, the employee may need to lift objects to 50 pounds. This position will require the employee to be seated for most of the workday. Reasonable accommodation may be made upon request, to enable an individual with disabilities to perform the essential duties/responsibilities for this position.

Travel Requirements

There is no travel required for this position.