Utility Customer Service Specialist

Job Description:

Utility Customer Service Specialist

Description

An island community rich in history and opportunity, Galveston is the ideal place to live, work and raise a family!

Job Description

SUMMARY: Under general supervision, the Utility Customer Service Specialist is responsible for performing a variety of utility billing, cashiering, and customer service functions. The position serves as a primary point of contact for utility customers, providing information, resolving concerns, and processing service requests in a professional and timely manner.

ESSENTIAL FUNCTIONS : Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Regular attendance and the ability to perform all duties in the designated work environment are also considered essential functions of this position. Duties and responsibilities may include, but are not limited to, the following:

• Provide customer service in person and by phone regarding utility accounts, billing inquiries, and service requests.
• Assist customers with starting and terminating utility services.
• Arrange and maintain customer payment plans as appropriate.
• Process daily work orders for meter technicians, including service connections, disconnections, and investigations.
• Collect, receipt, and balance payments received from customers for utility services.
• Prepare monthly activity and reconciliation reports.
• Perform high-volume data entry tasks with a high level of accuracy.
• Ensure compliance with City policies, procedures, and applicable regulations.
• Maintain confidentiality of customer records and transactions.
• Supports the relationship between the City of Galveston and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information; and performs other duties as required or assigned.
• Employees may at any time be required to work in order to provide for the safety and well-being of the general public, including the delivery and restoration of vital services, in the event of an emergency.

Knowledge:

• City organization, operations, policies, and procedures.
• Knowledge of utility billing procedures and practices.
• Basic understanding of accounting and bookkeeping principles.
• Strong customer service skills and the ability to handle sensitive situations with diplomacy, fairness, and professionalism.
• Proficient in handling monetary transactions accurately.
• Ability to interpret and explain City policies and utility procedures clearly to customers.
• Skilled in organizing work, managing time effectively, and maintaining attention to detail in a high-paced environment.
• Proficient with data entry systems and office software (e.g., Microsoft Office, billing software).

Skill in:

• Handling situations requiring diplomacy, fairness, firmness, and sound judgment.
• Providing courteous and efficient customer service.
• Handling cash and financial transactions accurately.
• Performing basic mathematical calculations with a high degree of accuracy.
• Completing high-volume data entry tasks with precision and attention to detail.
• Organizing and maintaining accurate records and files.
• Managing multiple tasks and priorities effectively in a fast-paced environment.
• Establishing and maintaining cooperative working relationships across all levels of the organization.
• Communicating clearly and professionally, both verbally and in writing.

MINIMUM QUALIFICATIONS:

High School diploma or equivalent; AND two years of experience in general staff support; OR an equivalent combination of education and experience. Customer service experience preferred.

LICENSE AND CERTIFICATION:

May require possession of a valid Texas driver’s license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

Work is performed primarily in a standard office environment. May be required to lift and carry items weighing up to 25 pounds.

Compensation Range

DOQ

The City of Galveston is an equal opportunity employer and will consider only the qualifications of the applicants. The City does not tolerate any form of discrimination based on race, color, religion, sex, age, national origin, or physical/mental disability in employment or provision services.