Customer Service Clerk

Customer Service Clerk

The City of Glenn Heights is seeking applicants for a Customer Service Clerk in our Utility Billing Department. Perfectly positioned along IH-35 East, Glenn Heights is a hospitable, business-friendly, rapidly growing community divided between Dallas and Ellis counties. The City has a total area of 7.2 sq. miles (18.8 km sq.) with more than 50% of the city's developable land is located along major arterial intersections that are available for retail and office development. The Customer Service Clerk is responsible for performing customer service, billing, and collection of payments for water, sewer, garbage and stormwater services.

Typical Duties

Essential Job Duties/Responsibilities: Essential duties and functions may include the following. Must possess required knowledge skills, abilities and experience and to be able to explain and demonstrate, with or without reasonable accommodations that the essential functions of the job can be performed. Other related duties may be assigned.

1. Addresses telephone and walk-in requests from customers seeking information, submitting applications for service and/or paying bills.
2. Investigates and responds both verbally and in writing to complaints and inquiries from utility customers regarding billing, rates and city policies; arranges credit term payments, extensions and payment plans.
3. Serves as point of escalation for difficult customers and/or billing problems.
4. Receives and maintains accounts for monies from utilities (water, garbage, sewer, and stormwater) and municipal permits, and issues payment receipts to customers
5. Posts payments to customer accounts; reconciles daily bank deposits; performs audits on peer daily deposits and prepares reports as required.
6. Maintains accurate billing for the City's water, sewer, garbage and storm water services; audits and reconciles customer records to ensure the appropriate party is incurring expense.
7. Reviews billing data; calculates proper customer billing charges and reports and corrects billing errors by adjusting balances within the City's InCode software.
8. Assists with preparation of annual budget; tracks and reports monthly variances to plan.
9. Assist with review and revision of Finance Department's policies and procedures.
10. Assists Supervisor with training of staff.

• Comprehensive knowledge of municipal organizational structure and operation, legal and political environments of local government
• Comprehensive knowledge of problem solving, conflict management and customer relations techniques
• Proficient skills to communicate clearly and concisely in English, both orally and in writing
• Proficient skills in Microsoft Office Suite including Excel, Word, and PowerPoint;
• Comprehensive understanding of all City safety rules and operating procedures
• Ability to maintain proficiency and knowledge of current and/or new regulations/legislation within areas of responsibility

Education & Experience

Minimum Qualifications:

• High School Diploma or GED equivalent, and
• Minimum of four (4) year's customer service experience, or
• Any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job

Supplemental Information

Work Environment/Physical Requirements: The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The incumbent works in a typical office environment with little or no exposure to unpleasant environmental conditions or hazards. Requires lifting up to 25 pounds and includes repetitive actions while sitting or standing. May require sitting and working at a computer for extended periods of time

• Bilingual in English and Spanish
• InCode software experience

Insurance: HEALTH Choice of three medical plans to include a High Deductible Health Plan and two PPO plan options. Employee Only coverage on the High Deductible Health Plan (HDHP) / Health Savings Account (HSA) Plan will be paid 100% by the City. DENTAL Employee Only premiums are paid at 100% by the City. Dependent coverage is available at the expense of the employee. VISION Coverage is offered at the expense of the employee. BASIC LIFE/ AD & D The City provides each employee with a life insurance policy of $20,000, and covers spouses for $5,000 and dependent children for $2,000. Additional coverage may be purchased at the expense of the employee. MUTUAL OF OMAHA Employees may elect to be covered under various supplemental policies at their own expense. DISCOVERY Employees are eligible to open a flexible spending account (also known as a reimbursement account), which allows for pre-tax payroll deductions for certain types of unreimbursed medical, and/or dependent care expenses.

Retirement: TEXAS MUNICIPAL RETIREMENT SYSTEM Employees participate in a statewide retirement program at 6% mandatory contribution with the city match of 2:1. The program requires five (5) years to become vested, with 25 years retirement at any age. For more information contact TMRS at ICMA-RC 457 This is an optional deferred compensation plan. Employees may contribute up to the IRS limit into this plan. For more information please visit

Other Benefits: VACATION All full-time employees accrue one workday per month, based on longevity. SICK LEAVE All full-time employees accrue one workday per month. HOLIDAYS/PERSONAL DAYS Employees receive 9 paid holidays and two personal days per year. Fire employees receive 10 paid holidays and one personal day per year.