City of Georgetown
Utility Service Representative
Deliver outstanding customer service by promptly and courteously addressing customer inquiries and concerns while ensuring efficient resolution. Proficiently escalate complex issues to the relevant personnel for effective resolution, maintaining professionalism and courtesy throughout all interactions. Operates in call-center and in-person environments. Assist customers over the phone or in person with requests for utility service connections, disconnections, and transfers. Provide guidance to customers on using the Customer Self-Service Portal and assist with auto-draft maintenance. Address customer inquiries related to utility services, leaks, and billing concerns. Assess the accuracy of meter readings and charges on utility accounts, calculating adjustments and updating records as necessary. Generate work orders for commercial and residential customers for service requests such as connections, disconnections, transfers, and re-reads, including billing applicable fees. Review payment histories and make decisions on contract terms and durations. Prepare Meter Data Management (MDM) system reports for water and electricity usage review for the customer. Maintain knowledge of department policies, billing rate structures, and operational processes to provide accurate guidance and information to customers. Provide customers with information on utility-related events to enhance awareness and understanding. Process utility payments received from customers; reconcile cash drawers; and follows proper internal cash controls Perform any additional duties as assigned. High School graduate, or its equivalent, 10-key by touch, and two (2) years of related customer service and cash handling experience required, OR any equivalent combination of experience and training that provides the required knowledge, skills, and abilities. Preferred qualifications: Bilingual language skills. Knowledge of call center environments, effective customer relations practices, proficiency in computer skills, credit collection practices, basic accounting and billing procedures, federal, state and local laws, city practice, policy and procedures. Skill in performing data entry, operating a 10-key calculator, using computers and related software, executing oral and written instructions and reports, communicating effectively, both orally and in writing, establishing and maintaining effective working relationships, working with utility rates and procedures, interpreting utility bills for customers and making decisions as to their validity, analyzing data and problem-solving, interpreting meter readings for customers, adding and balancing payments; figures utility bills, provides analytic review of trend analysis. Valid Class "C" Texas driver's license. Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, and use of foot controls. Hiring Range: $19.29 - $24.17, hourly.
Deliver outstanding customer service by promptly and courteously addressing customer inquiries and concerns while ensuring efficient resolution. Proficiently escalate complex issues to the relevant personnel for effective resolution, maintaining professionalism and courtesy throughout all interactions. Operates in call-center and in-person environments. Assist customers over the phone or in person with requests for utility service connections, disconnections, and transfers. Provide guidance to customers on using the Customer Self-Service Portal and assist with auto-draft maintenance. Address customer inquiries related to utility services, leaks, and billing concerns. Assess the accuracy of meter readings and charges on utility accounts, calculating adjustments and updating records as necessary. Generate work orders for commercial and residential customers for service requests such as connections, disconnections, transfers, and re-reads, including billing applicable fees. Review payment histories and make decisions on contract terms and durations. Prepare Meter Data Management (MDM) system reports for water and electricity usage review for the customer. Maintain knowledge of department policies, billing rate structures, and operational processes to provide accurate guidance and information to customers. Provide customers with information on utility-related events to enhance awareness and understanding. Process utility payments received from customers; reconcile cash drawers; and follows proper internal cash controls Perform any additional duties as assigned. High School graduate, or its equivalent, 10-key by touch, and two (2) years of related customer service and cash handling experience required, OR any equivalent combination of experience and training that provides the required knowledge, skills, and abilities. Preferred qualifications: Bilingual language skills. Knowledge of call center environments, effective customer relations practices, proficiency in computer skills, credit collection practices, basic accounting and billing procedures, federal, state and local laws, city practice, policy and procedures. Skill in performing data entry, operating a 10-key calculator, using computers and related software, executing oral and written instructions and reports, communicating effectively, both orally and in writing, establishing and maintaining effective working relationships, working with utility rates and procedures, interpreting utility bills for customers and making decisions as to their validity, analyzing data and problem-solving, interpreting meter readings for customers, adding and balancing payments; figures utility bills, provides analytic review of trend analysis. Valid Class "C" Texas driver's license. Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, and use of foot controls. Hiring Range: $19.29 - $24.17, hourly.