Utility Customer Service Representative
Are you passionate about delivering exceptional customer service in a fast-paced environment? As a Utility Customer Service Representative, you’ll be the first point of contact for customers, helping them start or stop utility services, manage their accounts, and address inquiries.
In this role, you’ll:
Provide calm, professional, and efficient support to customers.- Analyze and manage utility accounts.
- Prepare and issue accurate utility bills.
- Use your independent judgment to resolve customer concerns and handle daily responsibilities.
If you thrive on helping others, have strong decision-making skills, and want to make a difference in your community, this is the perfect opportunity for you!
Salary will increase to $24.01 per hour after completion of the six-month probationary period.
Key Responsibilities
Customer Service & Account Management
Provide customer service via face-to-face, phone, radio, email, and mail regarding billing, payments, metered usage, rates, and policies.- Address customer inquiries, complaints, and correspondence.
- Maintain and update customer accounts, ensuring accuracy and processing changes, such as starting/stopping service or updating billing information.
Billing & Payment Processing
Export, process, and distribute utility bills daily.- Correct billing errors, research payments, and generate payment arrangements.
- Set up billing routes, process meter readings, and generate/print bills.
Delinquent Accounts & Collections
Compile daily lists of delinquent accounts, assess late fees, and initiate service shutoffs as necessary.- Post completed shutoff orders to the system and maintain accurate records.
- Research unpaid bills, issue collection letters, and send accounts to collection agencies.
- Maintain bankruptcy records, update account status, and manage write-offs after discharge.
Service Orders & Meter Management
Enter and manage service orders for water turn-ons/offs, usage investigations, and meter readings.- Review and file completed meter department tickets and update account records accordingly.
Administrative & Documentation Tasks
Analyze and process incoming documents from citizens and departments, scanning and saving as needed.
Provide customers with financial assistance information and process agency requests.- Handle documentation for new accounts, inactivations, and financial adjustments.
Needed Knowledge & Skills
Excellent oral and written communication skills.- Proficient in alpha-numeric data entry (minimum 5000 keystrokes/hour with 90% accuracy).
- Skilled in Microsoft Office Suite and Windows-based systems.
- Knowledge of office practices, procedures, and standard office equipment. Ability to understand and efficiently use the utility billing system.
Desired Training and Experience
High school diploma or equivalent- Experience in customer service operations
- Considerable experience with modern office procedures
- Associate degree or post-secondary education preferred
