EagleJobs

Job Description

The Utility Services Representative plays a vital role in providing customer support for utility services, handling payments, and ensuring accurate billing. This position involves a mix of administrative tasks, customer phone support, and direct customer interaction, all while maintaining a friendly and professional demeanor.

Key Responsibilities:
• Collect and process utility payments, ensuring accurate entry into the department's computer system.
• Scans utility payment coupons and checks into the system to create files for upload to accounting software and for banking purposes.
• Record payments for permits, testing fees, airport services, accounts receivable, and other city revenues.
• Handle cash transactions and ensure daily reconciliation of the cash drawer.
• Reconcile daily transactions and prepare bank deposits.
• Assist customers with inquiries about utility services, billing issues, service requests, and high bill complaints, both over the phone and in person, while ensuring a courteous and professional demeanor. High level of customer service is required.
• Responds to a wide range of public inquiries and guides citizens to appropriate departments.
• Manage delinquent accounts, facilitate payment arrangements, and refer customers in need to community service agencies.
• Maintain accurate records of transactions and customer interactions, including documenting requests and responses.
• Keeps the immediate supervisor and relevant team members well-informed about work progress, highlighting current and potential challenges, along with suggestions for effective solutions.
• Performs other related duties as required.

Final candidates will be required to successfully complete a pre-employment credit check and a background check which includes a review of criminal records and professional job references as a condition of hire. 

Qualifications

Knowledge and Skills:
• Strong understanding of customer service best practices.
• Familiarity with modern office procedures and equipment.
• Modern office filing systems and procedures.
• Basic math skills and proficiency in computer software.
• Proficient in cash handling and daily cash drawer reconciliation.

Abilities:
• Effectively explain billing processes and address customer concerns about meter readings, leaks, water usage, sanitation and sewer billing.
• Work independently and as part of a team to complete tasks efficiently.
• Handle multiple tasks and prioritize effectively.
• Resolve customer complaints with professionalism and de-escalate conflicts.
• Comprehend and follow both oral and written instructions accurately.
• Identify and recommend improvements in work processes.
• Establish and maintain working relationships with supervisor, coworkers, and the public.

Experience and Education:
• High school diploma or GED equivalency (required).
• One year of general office experience and customer service experience (preferred), or a combination of relevant experience and training that provides the necessary knowledge and abilities.


Essential Physical Abilities:
• Ability to communicate effectively and review documents in both electronic and hard copy form.
• Manual dexterity for operating office equipment such as computers, copiers, and fax machines.
• Mobility to function effectively within an office environment.

Benefits

The City of Twin Falls offers a comprehensive benefits package, including the Public Employee Retirement System of Idaho (PERSI), vacation and sick leave accrued bi-weekly, 12 paid holidays, paid long-term disability and life insurance, tuition reimbursement, a wellness program, medical and dental insurance, and much more.