Under general direction, performs various activities at all customer service offices, as well as, satellite or third-party customer service water offices. Duties to include, but not limited to cashiering, remittance processing in mailroom, assisting customers regarding a wide array of topics. Setting up water utility accounts for new customers, transfer of services, process work in ques and creating workorders for field crews.

ESSENTIAL JOB FUNCTIONS:

1. Ability to handle all department cashiering function such as balancing cash drawers, preparing associated deposits daily and conducting daily reconciliation. Ability to process NCI returns on customer’s accounts and process any rejected elock payments.

2. Ability to use independent judgement and analytical skills to resolve customer inquires and complaints. Process water emails, online request and other third-party vendor request ensuring resolution.

3. Ability to process account adjustments, meter change outs, and negotiate payment arrangements with customers that have delinquent balances per approved department standards.

4. Ability to research and resolve misapplied payments, re-reads, leaks and any other situations that may arise.

5. Ability to serve as a resource for all customer service staff, training of new staff, and perform in other capacity’s in absence of staff or as directed by Business Service Manager.

OTHER JOB FUNCTIONS:

6. Ability to setup water construction fire hydrant/ gas well meter accounts including administering and communicating contract agreement with the Contractor.

7. Ability to process, update and maintain all bankruptcy documentation/correspondence within the CIS billing system and work with City Attorney’s Office.

8. Ability to research simple and complex request, issues or complaints, communicate with citizens internal and external sources to acquire and provide accurate information to assist customers.

MINIMUM QUALIFICATIONS:

Knowledge, Skills and Abilities Required:

• Knowledge of principles and practices of modern office methods and procedures.

• Knowledge of basic accounting practices and procedures.

• Knowledge of automated systems for billing on accounts, online cashiering and work management.

• Knowledge of research and analysis methods.

• Knowledge of information software systems used in municipal utility operations.

• Skill in use of computer software packages such as Microsoft Excel, Word, Access and Power Point.

• Skill in communicating tactfully and effectively with employees in the department, employees in other city departments and the public.

• Skill to operate software application such as CIS billing systems, bill/payment website payment application, Advanced Metering Infrastructure (AMI), identification validation services and third-party assistance.

• Skill in quality customer service, especially managing irate and emotional customers.

• Ability to communicate clearly and effectively, both orally and in writing.

• Ability to use judgment and initiative when developing recommendations while considering the department's policies and procedures.

• Ability to satisfy customers needs while firmly protecting the interest and resources of the City and the Water Utilities Department.

• Ability to identify employee inefficiencies and provide corrective assistance.

Qualifying Education and Experience:

A high school education plus 4 years related experience in basic accounting, customer services and general office work. Possession of a valid Texas Operator's License, Class C. An offer of employment is contingent on the successful completion of a criminal background check.