Customer Service Representative - Utility Billing

SUMMARY

Under general supervision, performs customer service, cashiering, clerical, and utility billing support functions for the Utility Billing Division. Serves as a primary point of contact for utility customers and is responsible for processing utility service requests, researching account activity, collecting payments, maintaining customer records, providing utility billing information, and supporting daily utility billing operations. This position requires sound judgment, professionalism, confidentiality, and adherence to City policies, procedures, and operational standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide courteous, professional, and responsive customer service to residents, visitors, contractors, service providers, and City employees in person, by telephone, and by email.
• Answer and route incoming calls through a multi-line telephone system and provide general information regarding City services and departments.
• Receive, research, and respond to customer inquiries regarding utility accounts, billing, water consumption, deposits, fees, service requests, policies, and procedures.
• Process utility service requests including new service connections, transfers, disconnections, reconnects, final bills, and related service orders.
• Retrieve, review, and process utility service applications through OpenGov, 2TurnItOn, and other approved software systems.
• Verify application completeness, required documentation, customer identification, and service eligibility requirements.
• Utilize OpenGov Utility Billing, Beacon, EyeOnWater, IworQ, and other City software systems to research customer concerns and account activity.
• Analyze account history, billing records, meter readings, consumption data, payment activity, service orders, and customer communications.
• Assist customers in understanding water consumption, meter readings, leak notifications, winter sewer averaging, utility charges, payment options, and billing calculations.
• Educate customers regarding EyeOnWater, online payment options, utility billing programs, and available self-service resources.
• Create, process, and monitor service orders and work requests for Utility Billing and Public Works operations.
• Accept, process, receipt, and reconcile utility payments received in person, by mail, and through approved payment channels.
• Balance cash drawers, prepare deposits, reconcile daily receipts, and maintain accurate financial records.
• Maintain complete and accurate customer account records, account notes, payment arrangements, service requests, and related documentation.
• Perform filing, scanning, records management, data entry, and other clerical functions as assigned.
• Verify customer identity and authorization before discussing, modifying, or releasing account information.
• Maintain strict confidentiality of customer records and information in accordance with City policy and applicable law.
• Exercise sound judgment and discretion when handling confidential information, customer disputes, payment issues, and sensitive situations.
• Follow all City policies, departmental procedures, standard operating procedures, supervisory directives, and training requirements.
• Participate in departmental training and cross-training activities.
• Assist coworkers and other City departments as needed to support efficient operations.
• Perform other related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Employees in this position are expected to demonstrate professionalism, accountability, dependability, confidentiality, accuracy, initiative, and the ability to work effectively with the public and coworkers.

EDUCATION and/or EXPERIENCE

High school diploma / GED, plus one (1) year of customer service, cashiering, clerical, utility billing, municipal government, or related experience; or an equivalent combination of education and experience may be considered.

Experience utilizing customer account management software and utility billing systems preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

• Bilingual (English/Spanish) preferred but not required.

LANGUAGE SKILLS

Ability to read, analyze, and interpret policies, procedures, ordinances, manuals, correspondence, forms, and customer records. Ability to prepare routine reports, correspondence, emails, and other documentation. Ability to communicate clearly and professionally and respond effectively to questions from customers, coworkers, supervisors, contractors, and the general public. Ability to present information in one-on-one and small-group settings. Bilingual communication skills are preferred but not required.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals. Ability to calculate rates, percentages, balances, deposits, utility charges, and payment arrangements. Ability to accurately process and reconcile monetary transactions, balance cash drawers, prepare deposits, and interpret billing calculations, consumption data, and account balances.

REASONING ABILITY

Ability to apply common-sense understanding to carry out written, oral, and diagrammed instructions. Ability to identify, research, and resolve customer concerns and account discrepancies using information from multiple sources. Ability to evaluate information and determine appropriate action within established policies and procedures. Ability to exercise sound independent judgment, maintain composure in stressful situations, prioritize competing demands, meet deadlines, and manage multiple assignments.

SPECIALIZED KSA'S

• Knowledge of customer service principles and practice.
• Knowledge of utility billing principles, procedures, and account maintenance practices.
• Knowledge of cash handling and basic accounting practices.
• Knowledge of records management and document retention procedures.
• Working knowledge of Microsoft Word, Excel, Outlook, and related office software.
• Ability to effectively utilize OpenGov Utility Billing, Beacon, EyeOnWater, iWorQ, and other departmental software systems.
• Ability to effectively manage and prioritize multiple tasks, responsibilities, and deadlines simultaneously while maintaining accuracy, attention to detail, and quality of work.
• Ability to interpret and apply City policies, procedures, ordinances, and utility billing requirements.
• Ability to independently research account information and provide accurate and timely responses.
• Ability to maintain confidentiality and exercise appropriate discretion when handling customer and account information.
• Ability to de-escalate difficult customer interactions and resolve complaints professionally.
• Ability to establish and maintain effective working relationships with customers, coworkers, supervisors, and other City personnel.
• Ability to type and effectively perform 10-key data entry.
• Demonstrated attention to detail, accuracy, dependability, accountability, initiative, and professionalism.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is frequently required to: sit, stand, walk, reach, bend, and use repetitive hand movements. Employee will frequently use computers, telephones, calculators, scanners, printers, copiers, and other office equipment. Ability to occasionally lift and carry items weighing up to 25 pounds. Visual ability to review documents, computer screens, financial records, and customer account information. Ability to communicate effectively in person, by telephone or email.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in an office environment with frequent interaction with the public. Employees may experience frequent interruptions, time-sensitive deadlines, repetitive tasks, and interactions with upset or dissatisfied customers.

Professionalism, customer service, confidentiality, accuracy, and attention to detail are essential requirements of the position. Employees are expected to maintain a positive and cooperative working relationship with coworkers, supervisors, other City departments, and members of the public.

The City of Bedford reserves the right to revise, modify, or change the duties and responsibilities of this position as operational needs require.