Utility Billing Customer Service Representative

Utility Billing Customer Service Representative

Join the City of Casper We're Hiring a Utility Billing Customer Service Representative! Are you a customer service professional who enjoys helping people and keeping things organized? The City of Casper is looking for a Utility Billing Customer Service Representative to be the friendly and knowledgeable first point of contact for our residents.

In this vital front-line role, you'll assist citizens with utility payments and water service inquiriesin person, by phone, through the mail, and via our website. You'll be part of the Financial Services Department, helping to keep operations running smoothly and providing excellent service to our community every step of the way.

What You'll Do:

• Greet and assist customers with questions about water service, billing, account changes, and more
• Receive and process payments through multiple channels
• Maintain accurate records and customer accounts
• Balance a cash drawer daily and follow all financial procedures
• Support internal departments by routing inquiries and sharing information
• Perform routine clerical duties such as filing, copying, data entry, and report generation
• Represent the City of Casper with professionalism, courtesy, and a strong customer-first attitude

Who We're Looking For:

You're someone who enjoys working with people, can juggle multiple tasks at once, and has a knack for staying organized and accurate. You're dependable, detail-oriented, and able to handle sensitive information with confidentiality.

Key skills and abilities include:

• Strong communication skillsboth verbal and written
• Confidence using computers, databases, and modern office equipment
• Basic math skills and attention to detail
• Ability to manage time and prioritize work
• A positive, helpful, and professional demeanor
• Adaptability and willingness to learn new systems and procedures

Incumbents are responsible for providing routine clerical and administrative support as a function of the Financial Services Department. Reporting Structure: Receives direction from the Accounts Receivable Supervisor or higher-level management staff.

Typical Class Essential Duties:

• Responds to routine requests for information including utility service requests and billing concerns; answers questions for all City departments; and directs callers and visitors to appropriate internal departments or individuals.
• Assists customers by establishing and maintaining utility accounts including processing requests for changes of service, explaining billing and collection policies; processing delinquent accounts, handling customer complaints, and researching account adjustments and refunds.
• Receives and processes payments in person, by mail, over the phone, and from the City's website; balances individual cash drawer daily, in accordance with City accounts receivable rules and procedures.
• Maintains a prompt courier schedule to pick up and deliver outlying City deposits to the bank; follows delivery and pick-up schedules and routes as directed.
• Enters information into applicable databases and/or other computerized systems to collect and maintain records and information;
• Files documents alphabetically, numerically, or by other prescribed methods; locates missing files; purges obsolete files.
• Performs various routine clerical duties utilizing standard office equipment including making photocopies, faxing documents, and accepting payments.
• Provides general customer service and communicates with the public regarding fees, policies, rules and general information about the facility or event.
• Runs standard reports according to established timelines, or as directed.
• Represents the City of Casper by responding to the public, citizens, its employees, and others in a prompt, professional, and courteous manner while continuously maintaining a positive customer service demeanor.
• Performs other duties of a similar nature or level.

Knowledge: (position requirements at entry):

• Customer service principles.
• Basic math.
• Record keeping and file management principles.
• Modern office procedures, methods, and use of technological equipment including database management.

Abilities: (position requirements at entry):

• Organize records in an easily retrievable fashion.
• Operate a variety of modern office equipment and tools.
• Work on a variety of tasks simultaneously in person, and on the phone.
• Routinely demonstrate the City of Casper core values.
• Perform basic math calculations.
• Learn, explain, and follow applicable procedures and policies.
• Maintain confidentiality.
• Answer phones and provide assistance to customers via multiple modes of communication.
• Accurately proofread numerical and text data.
• Accurately type documents at a reasonable rate of speed.
• Be flexible with assignments which may change.
• Perform a variety of office and computer tasks.
• Prepare clear, accurate and concise reports.
• Become proficient in all equipment, machinery and/or software required to accomplish assigned tasks.
• Maintain a neat and professional appearance.
• Communicate effectively verbally and in writing.
• Follow written and verbal instructions and direction.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Follow all City safety rules and procedures and immediately report all accidents/incidents or unsafe conditions to a supervisor.

Skills (position requirements at entry):

• Providing customer service.
• Maintaining accurate records and files.
• Typing and data entry.
• Using a computer and related software applications.
• Operating in a courteous, knowledgeable and tactful manner with customers, staff and the general public.
• Oral and written communication, sufficient to exchange or convey effective information and to receive work direction.
• Operating modern office equipment, software and operating systems/applications.

Education and Experience:

High school diploma or equivalent (G.E.D.) required.

Licensing and Certifications:

Possession of a valid Wyoming driver's license preferred.

Supplemental Information & Physical Requirements:

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.

Women, minorities, and individuals with disabilities are encouraged to apply.

Employment with the City of Casper is contingent upon a successful background screen and pre-employment drug test. Applicants who have failed a pre-employment screen or have been terminated from the City of Casper are ineligible for employment consideration for 12 months. You will become eligible for consideration 12 months from the date of your incident (pre-employment screen or termination).

As a condition of employment, the successful candidate must utilize direct deposit for payroll purposes.

Driving records are required for all new employees regardless of the position's driving requirements. If the employee has not held a Wyoming driver's license for the last three years, the employee must provide at their own initiation and expense a driving record from their previous state(s) of residence.

Physical and Environmental Conditions:

City of Casper employees in data creation and modification, security sensitive or safety and protective positions are subject to pre-employment drug testing. Some employees may be subject to random drug testing if their responsibilities include:

• Emergency response/rescue
• Handling or working with hazardous materials, including chemicals as well as solid and liquid waste
• Operating or maintaining water and wastewater systems
• Writing or modifying code, maintaining or modifying City data systems including work on networks, servers, and communication systems
• CDL operations and driving
• Operating power-driven machinery or equipment
• Creating or modifying health, financial, security and or risk documents or assessments
• Working with or directing minors

Positions in this class typically require: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Incumbents in this position work indoors in a front desk