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NEOGOV · 4 months ago

Utilities Customer Service Specialist II

Bastrop, TX

Full-time

Onsite

Mid Level

$22.17/hr - $22.17/hr

3+ years exp

NEOGOV is seeking a Utilities Customer Service Specialist II for the City of Bastrop, TX. This role involves providing exceptional customer service, managing utility accounts, processing payments, and performing administrative tasks to support the utility department.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

Respond to a wide variety of requests for information from various entities, i.e., City personnel, the public, various organizations, and agencies

Process routine customer requests and/or complaints, direct non-routine issues and concerns to the supervisor or relevant department(s)

Provide information regarding billing and fee structures, delinquent payments, and account status

Process work orders to field personnel and appropriate departments

Process work orders within billing program (ERP/Incode) to allow billing process to complete

Process and activate new accounts, close accounts, process deposit funds, restore services, and update account information

Responsible for receiving payments in multiple forms, maintaining and reconciling cash drawers daily; uses proper internal controls

Provide status updates to staff and customers in person and over the telephone during any interruptions of utility services. Incumbent will be required to remain in the office to answer telephones during regular office hours (that was not previously scheduled time off) when this occurs

Performs scanning and/or filing duties to include work orders, connects, disconnects, and other related utilities documentation

Performs data entry in the maintenance of various records, files and accounts according to area of placement

Research of deposit entry for backup documentation to reconciliations

Answers incoming calls, assists customers with utility inquiries or provides assistance in locating the appropriate department or entity

Performs scanning and filing duties to include work orders, connects, disconnects, and other utilities related documentation; all of our documents are filed electronically in the appropriate file

Emergency Management training and participation when the need arises, performing duties as assigned

Accomplished a thorough understanding of department policies and processes, billing rate structures and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns

Must have the ability to work independently under the City’s utility policies and office procedures with minimal direct supervision and assistance

Prepares bank deposits, audits deposits, and transports deposits to bank

Delivers mail to Post Office and picks up City mail

Performs other related work and duties as assigned

Qualification

Customer serviceAccount maintenanceBilling proceduresMicrosoft ExcelMicrosoft WordData entry10-key by touchMulti-taskingAnalytical skillsWritten communicationOral communication

Required

High school diploma or GED; supplemented by three (3) to four (4) years of progressively responsible financial administrative support experience in customer service that demonstrates aptitude for numerical accuracy, with specific experience in processing payments, account maintenance, and other support tasks

Customer service experience must be at an exceptional level

Must have advanced office and computer experience

10-key by touch

Must have a valid Texas driver license with an acceptable driving record to be maintained throughout employment

Must have exceptional customer service skills including the ability to exercise consistent tact and courtesy in frequent public contact

Thorough knowledge of account and record maintenance principles and practices

Thorough knowledge of modern office practices and procedures to include Microsoft Excel and Word

Considerable knowledge of principles of effective administration, to include coordinating, planning, and multi-tasking

Skill in both written and oral communications for effective expression of concepts in dealing with customers and co-workers

Ability to apply analytical and interpretive skills to problem solving

Ability to exercise sound judgment and make independent decisions in accordance with established policies and procedures

Ability to establish and maintain effective working relationships with supervisor, support staff and other departments/agencies position interacts with

Ability to analyze, organize and review work for established policy standards, efficient results and accuracy

Ability to utilize modern office equipment and computer programs in common applications

Ability to demonstrate thorough knowledge and operation of the City's current billing programs

Ability to add, subtract, multiply, and divide; calculate decimals and percentages; compute discount

Ability to perform data entry

Ability to operate a 10-key calculator by touch

Ability to perform as a member of a team, supporting co-workers, and demonstrating such interpersonal skills with multiple departments

Strong ability to multi-task with acute attention to detail

Multi-tasking skills with the ability to redirect attention and/or concentration from one task to another effortlessly and without hesitation

Must be able to multi-task while prioritizing tasks and addressing the most critical and pressing demands first

Benefits

A generous Comprehensive Benefits package that includes a mandatory retirement plan through Texas Municipal Retirement System (TMRS) at a 7% employee deposit rate with a municipal matching ratio of 2:1 at retirement

A voluntary 457 plan

Comprehensive medical coverage

Health Savings Account (HSA)

Life insurance

Paid vacation

Paid sick leave

13 paid holidays

The City pays 100% of employee medical and dental insurance and contributes 50% to dependent coverage