Customer Services Representative

Salary : $41,681.49 - $46,891.53 Annually
Location : Rowlett, TX
Job Type: Full Time
Job Number: 2026-00188
Department: Finance
Division: Utility Billing
Opening Date: 07/30/2026
Closing Date: 8/5/2026 11:59 PM Central
FLSA: Non-Exempt


Description
Hiring Range: $41,681.49 - $46,891.53

Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Under general supervision, performs specialized work in billing, collection and customer service. Provides work leadership and cross-training to new hires as Customer Service Representatives. Performs related duties as required.

Essential Job Functions
Coordinates work activities related to servicing customer accounts and provides routine guidance to newly hired Customer Service Representatives. Ensures compliance with the rate structure established by City Ordinance by verifying the accuracy of billed receivables through review of billing registers and other automated reports.


Receives, researches, and responds to customer inquiries and requests regarding accounts, rates, services; follows up on customer inquiries to ensure satisfactory resolution. Researches and analyzes billing accounts and related issues; runs various reports as required; identifies inaccurately billed accounts, generates necessary service orders; and makes necessary corrections. Evaluates exceptions to customer billings and makes decisions that may require field investigation to resolve issues prior to processing billing.


Monitors, evaluates and enters data relating to new meters included into inventory and meters changed out for accuracy to ensure proper accountability and to ensure timely and accurate billings. Ensures accuracy of adjustments and refunds to accounts within specific parameters when appropriate. Gathers, prepares and reports accurate statistical data.


Receives payments and balances billing of utility accounts; prepares bank deposits and balances daily cash envelopes; requisitions and disburses petty cash; picks up money from bank and/or takes cash to bank.


Sets up new accounts for commercial garbage service; types memos, forms, envelopes, runs various reports as required; coordinates and monitors payment arrangements for water customers; processes customer service mail.


Mails statements, processes payments, completes deposit, verifications, credit referrals, name and address changes and other requests reserved by department; analyzes transactions; correct records, adjust errors.

Performs other duties as assigned. Regular, reliable, and non-disruptive attendance is an essential function of this position, as is the ability to create and maintain professional, harmonious working relationships with others.

Minimum Requirements
High School Diploma or GED with at least two (2) years customer service experience. Experience should include billing activities and providing detailed information to customers regarding service billing. Prior bookkeeping and account audit experience preferred.


Knowledge of office practices and procedures; knowledge of the policies, procedures, functions and activities of a municipal utility billing department. Ability to establish successful working relationships, to work under pressure, and/or with frequent interruptions; ability to work with angry or difficult customers and deal with the public requiring courtesy and tact; ability to follow instructions both written and verbal; ability to handle confidential information in a responsible manner; ability to perform simple mathematical computations. Ability to multi-task and operate typical office machinery. Must be able to accommodate the telephone calls and front counter as scheduled. Ability to plan, schedule and coordinate assigned work, analyze and determine office needs, maintain accurate records, express oneself clearly and concisely both orally and in writing, prepare clear and concise reports and correspondence, screen, obtain, and provide information, establish and maintain a records management system, compose, compile and organize information, explain policies, procedures, rules, regulations, and ordinances both inside and outside the organization.

Other Requirements
Valid driver's license required. Must have and maintain a good driving record in accordance with the driving standards as established by the City of Rowlett. Must report all traffic citations to his/her departmental Director or his/her designee within two working days of receipt.


Works primarily in climate-controlled office environment. Position requires some lifting (occasionally required to lift boxes, copy paper and garbage sacks weighing 35 lbs.) Physical demands are sedentary in nature but include walking, standing, reaching, and bending. Work may cause light fatigue of eyes and fingers because of routine use of motor senses.
The City of Rowlett is proud to support a healthy work/life balance by offering a 4-day work week, with standard business hours of 7:30 a.m. to 5:30 p.m., depending on departmental schedules

We offer a comprehensive benefits packagethat includes vacation, holiday, and sick leave, along with medical, dental, vision, prescription drug coverage, life insurance, AD&D, and long-term disability insurance.

To support our employees' long-term financial goals, the City participates in the Texas Municipal RetirementSystem (TMRS), featuring a generous 2:1 match.

For a more detailed overview of our benefit package, please visit our
01


Do you have a current Texas driver's license? (Your driving record will be considered to the extent that you will drive a City vehicle or conduct City business in your personal vehicle).

• Yes
• No
• No, I do not have a Texas driver's license, but I will be able to obtain within the first 60 days of employment. (For out of state applicants)

02


Do you have a High School Diploma or GED?

• High School Diploma
• GED
• Neither

03


Which of the following best describes your experience with utility billing?

• I have two or more years of municipal utility billing experience, including researching accounts, adjustments, and customer billing inquiries.
• I have customer service experience only with no billing experience.
• I have billing experience in another industry (medical, financial, telecommunications, etc.).
• I do not have any experience with utility billing?

04


Which of the following responsibilities have you performed as part of your previous role? (Select all that apply.)

• Investigated billing discrepancies and corrected customer accounts
• Processed billing adjustments, credits, or refunds
• Interpreted utility rates, fees, or service charges
• Reviewed meter reads or usage data to resolve billing issues
• Worked with field staff to resolve customer account issues
• None of the above

05


Describe your experience handling payments and balancing financial transactions.

• I have regularly processed payments, balanced a cash drawer, prepared deposits, and reconciled daily transactions independently.
• I have processed customer payments but was not responsible for balancing or deposits.
• I have limited experience processing customer payments.
• I have no experience handling customer payments or cash transactions.

06


Which billing or customer information systems have you used? (Select all that apply.)

• Tyler Technologies
• Incode
• Munis
• Harris Utility Billing
• Oracle
• SAP
• CIS Utility Billing Software
• Other Utility Billing Software
• None

07


How many customer accounts did you typically manage or assist each month?

• Fewer than 100
• 100 - 500
• 500 - 1,000
• More than 1,000

Required Question