Utility Customer Service Representative II

City of Buckeye, AZ
February 19, 2021
Buckeye, AZ
Job Type


Under general supervision, provides advanced-level customer service to utility customers and processes incoming revenues into the cash receipting system.

Primary Duties and Responsibilities:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

  • Answers a variety of utility customer inquiries
  • Resolves service/usage discrepancies in person, on the telephone and online
  • Assist with processing new applications for water, sewer and solid waste through all channels
  • Assist with processing termination request for water, sewer and solid waste through all channels
  • Assist with processing all vacation hold requests for solid waste.
  • Assist with updating customer data into customer information system
  • Assist with entry of field service orders
  • May operate a cash drawer, counts and prepares drawer for final reconciliation of checks, cash and credit card payments.
  • Assist with complex High Usage inquiries
  • Assist customers with registration and navigation of City online portal including resetting of passwords
  • Calculates billing adjustments to resolve processing issues and submits for approval and entry above established threshold
  • Manage delinquent accounts to include creating notices and disconnection service orders
  • Issue credit card void or refund request
  • Evaluate Leak adjustments request including calculation and responding to customer
  • Compile and prepares statistical reports for management
  • Assist department Supervisor with call calibration and standards
  • Assist department Supervisor with Training
  • Provide input into the employee evaluation process
  • Assume a leadership role if required
  • Primary liaison for lockbox vendor and payment exceptions
  • Performs other duties as assigned or required

Minimum Qualifications & Position Requirements:
Education and Experience:
High School diploma or GED equivalent and three (3) years of high-volume telephone or business office customer service experience, preferably in a utility environment. Other combinations of education and experience that meet the minimum requirements may be substituted.

Necessary Knowledge, Skills and Abilities:
Knowledge of:

  • City policies and procedures.
  • Utility customer service functions, methods, principles, techniques, and procedures
  • Principles of record keeping and records management.

Skill in:

  • Operating a personal computer utilizing a variety of business software including Office 2010.
  • Cash handling and cash drawer balancing procedures.
  • Effective oral and written communication.
  • Keyboarding with a minimum of 40 wpm and 10-key by touch.

Ability to:

  • Make basic mathematical calculations and draw logical conclusions.
  • Maintain a high level of attention to detail over extended period of time.
  • Multitask with numerous and frequent interruptions.
  • Maintain a professional and courteous demeanor, utilizing excellent customer service and communications skills.
  • Research and analyze accounts to be able to explain their status to customers.
  • Interact with coworkers, management staff and other City employees to establish and maintain effective working relationships.

Additional Information:
Special Requirements: None
Physical Demands / Work Environment: Standard office environment
Reports To: Utility Billing Supervisor
Supervision Exercised: None
FLSA Status: Non-exempt

Closing Date/Time: Continuous

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