Customer Service Representative

The City is seeking a reliable, customer-focused Customer Service Representative to support the Utility Billing Department. This position serves as a primary point of contact for customers and plays an essential role in providing accurate information, processing payments, and ensuring efficient service delivery to the community.

What You’ll Do

• Answer incoming phone calls and greet customers in person, providing courteous and professional assistance
• Respond to customer inquiries, concerns, and complaints, helping to resolve issues efficiently
• Accept and process in-person customer payments for utility services
• Set up new utility customer accounts and process service applications
• Receive and process customer service requests and prepare work orders, including:
  • New utility service requests
  • Gas leaks and water leaks
  • Missed garbage service
• Process cash collections, including remote check deposits and credit card reconciliation
• Review and process billing adjustments in accordance with City policies
• Maintain accurate records and files
• Perform related duties as assigned

What We’re Looking For

• Knowledge of modern office practices and procedures
• Knowledge of City and departmental policies and procedures
• Familiarity with utility billing policies and procedures
• Proficiency with computers and job-related software programs
• Strong understanding of customer service principles
• Ability to prioritize and organize work in a fast-paced environment with frequent interruptions
• Skill in providing professional, effective customer service
• Skill in maintaining accurate records and files
• Ability to use standard office equipment such as computers, scanners, fax machines, and copiers
• Strong oral and written communication skills

Work Environment & Physical Demands

• Work is performed in an office setting
• Duties are primarily performed while sitting at a desk, with intermittent standing, walking, or stooping
• The employee may occasionally lift light to heavy objects

Minimum Requirements

• High school diploma or equivalent
• Ability to read, write, and perform basic mathematical calculations
• One to two years of experience in a similar position, or sufficient experience gained through an internship or apprenticeship to understand the core duties of the role

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City of Rockport

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