Billing & Collection - Customer Service Representative I/II/III - Utility Billing

GENERAL DESCRIPTION
Under general supervision, the Customer Service Representative (CSR) performs a variety of customer service duties to answer and resolve water utility customer inquiries, concerns, and complaints. Work involves direct and indirect communication with external and internal customers through in-person meetings, phone calls, mail, email, service orders, and other mediums. Additionally, work includes processing orders, handling payments, generating bills, and completing reports. The CSR I focuses on cashiering and basic customer service functions in the lobby, the CSR II handles advanced customer interactions primarily through the ACD call center, and the CSR III serves as a comprehensive customer service specialist with additional responsibilities in training, mentoring, and quality assurance. Work is performed under general supervision within established policies and procedures.
SUPERVISION EXERCISED
This position does not exercise direct supervision over other employees.
IMPORTANT AND ESSENTIAL DUTIES
Customer Service Representative I
Communicate with walk-in customers and provide assistance with account inquiries, payments, and service requests.
Receive payments and issue receipts for cash, check, credit card, and money order transactions.
Validate balances and reconcile receipts and other financial data daily.
Use utility billing software to assist customers with their account balances, water consumption, and initiation or termination of water service.
Generate, dispatch, and process water utility maintenance service orders, as needed.
Retrieve and open mail from the post office box and other drop box locations.
Maintain files and compile receipt reports.
Customer Service Representative II
Perform all duties of a Customer Service Representative I, as needed.
Communicate with customers by phone, mail, email, and in-person to resolve service problems, assist with payment issues, and answer utility questions.
Serve as the primary water utility agent for resolving customer-expressed water service problems.
Receive and post off-site payments and process mail payments for remote deposit.
Process requests for water service from home builders and contractors.
Customer Service Representative III
Perform all duties of a Customer Service Representative I and II, as needed.
Provide training and mentorship to CSR I and II employees, ensuring they understand their duties and perform them effectively.
Assist in conducting training sessions for new and existing staff.
Participate in quality assurance activities, including monitoring customer interactions and providing feedback for improvement.
Assist in the review process by evaluating the performance of CSRs and providing recommendations for improvement.
Begin training in basic billing and payment specialist functions as a backup.
Gain foundational knowledge of lead supervisory responsibilities to prepare for potential advancement.
Engage in process improvement initiatives, identifying areas for operational enhancements.
Assist in preparing and understanding reports on key performance metrics, discussing these metrics with supervisors and team members.
Collaborate with the team to implement changes that improve efficiency and customer satisfaction.
OTHER JOB RELATED DUTIES
Perform other job related duties and responsibilities as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of:
Principles and practices of excellent customer service.
General office practices and procedures.
Utility billing systems and related software applications.
Basic accounting principles and financial reconciliation processes.
City, state, and federal regulations related to utility billing and collections.
Basic understanding of water and wastewater utility operations.
Skill to:
Communicate effectively and professionally with customers, both orally and in writing.
Analyze and resolve customer problems or complaints efficiently.
Perform mathematical computations and financial reconciliations accurately.
Operate a computer and various office equipment proficiently.
Maintain a high level of attention to detail and accuracy in all tasks.
Ability to:
Provide courteous and efficient customer service in high-pressure situations.
Interpret and apply policies, procedures, and regulations to varied situations.
Work independently and manage multiple priorities in a fast-paced environment.
Demonstrate a positive attitude and strong initiative.
Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Perform as a team member in a manner that accomplishes the Division’s mission and trea