Customer Service Representative

Education Requirements

• High school diploma or GED required.
• Additional coursework in business administration, customer service, accounting, or a related field preferred.
• Basic proficiency with Microsoft Office and computerized customer account systems.
• Ability to learn municipal policies, utility billing procedures, and cash handling practices.

Experience Requirements

• 1 to 2 years customer service in a city or county environment.
• Experience handling customer inquiries, account issues, and payment transactions.
• Strong verbal and written communication skills with the ability to interact professionally with diverse customers.
• Ability to manage multiple tasks and provide accurate information in a fast-paced environment.
• Experience maintaining confidential records and handling sensitive customer information.

Preferred Qualifications

• Experience with utility billing, collections, licensing programs, or municipal government services.
• Knowledge of customer account management and cash receipting procedures.
• Strong conflict-resolution and problem-solving skills.
• Ability to handle difficult customer situations with professionalism and empathy.
• Experience working with billing software, databases, and customer relationship management systems.

Physical Capabilities

• Ability to sit, stand, and work at a customer service counter for extended periods.
• Frequently use computers, telephones, and office equipment throughout the workday.
• Ability to communicate clearly in person, by phone, and through written correspondence.
• Capable of performing repetitive data entry and administrative tasks with accuracy.

Job Duties

• Provide exceptional customer service to residents, businesses, and the public by phone and in person.
• Answer questions and provide information regarding utility accounts, billing, licensing, fees, and city services.
• Process payments, maintain cash receipts, and balance transactions accurately.
• Assist customers with account inquiries, service requests, and payment-related concerns.
• Handle delinquent utility account issues and explain collection procedures and payment options.
• Issue and process business licenses, permits, and other city-related fees and applications.
• Maintain accurate customer records and update account information in city databases.
• Resolve customer concerns professionally while ensuring compliance with city policies and procedures.
• Support daily administrative operations and maintain a high level of customer satisfaction.

The base pay range listed reflects what we reasonably expect to offer for this role. Actual pay may vary based on location, experience, and performance. Depending on the position, benefits may include medical, dental, and vision coverage; retirement and savings plans; paid holidays and time off; supplemental insurance; and additional wellness or incentive programs.