Job Summary

Provide exceptional customer service and clerical support for Utility Billing. Complete new account set up, disconnections, and service orders. Collects cash and electronic payments.

Principal Duties and Responsibilities

This information is intended to be descriptive of the key responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.

• Perform accurate cashiering duties by receiving, receipting, and recording payments for water, sewer and garbage accounts;; processing cash collections for other departments; balancing collections; receiving deposits, service fees, and other fees; posting mail and electronic payments.
• Provide customer service by explaining services and fees, provide information, answer questions, handle customer concerns, refer customers to other agencies, and maintain updated customer account information
• Perform clerical functions requiring discretion.
• Process service orders by preparing requests for service, terminations, repairs, and maintenance, and usage information.
• Research and analyze consumption information, customer data, or other information and respond to requests in a professional and timely manner.
• Calculate and process adjustments to customer accounts according to policy.
• Educate customers about available services, utility systems, and other City processes.
• Maintain organized filing systems, both electronic and paper.
• Handle difficult/stressful and sometimes escalated customer situations.
• Performs other duties as may be assigned.

Required Knowledge, Skills and Abilities

• Strong cash handling skills

• Strong customer service skills

• Strong computer skills, including Microsoft Office products (Word, Excel, Outlook)

• Strong basic math skills

• Good interpersonal skills, positive attitude, and neat appearance

• Good organizational and time management skills

• Office skills using computer, software programs, calculator, and telephone

• Ability to communicate effectively and professionally verbally or in writing.

• Fluency in English is required; bilingual Spanish-English language skills are preferred.

• Ability to multi-task and provide exceptional customer service in a fast paced office

• Ability to use and apply systematic methods for accuracy

• Ability to work with the public in a patient, courteous, and friendly manner.

• Ability to work with fellow employees in a courteous, positive, and team environment.

• Ability to provide direction to helpers, assistants, seasonal employees, interns, or temporary employees.

• Ability to accept change in policies or procedures with ease.

• Ability to diffuse difficult customer situations.

• Ability to maintain regular and predictable attendance.

Education, Certification and Experiences

• Possession of a High School Diploma or equivalent with a minimum of one year of customer service experience.
• Possession of a valid Texas Class C driver’s license.

At the City of Kerrville, we are proud to offer each eligible employee a competitive total compensation package. To maintain our competitiveness, market analysis’ are completed regularly to compare employee pay with market rates and make adjustments when needed and when our budget allows.
Full time employees are eligible for the following employee benefits:

• Medical: With budget approval, the City contributes 100% of the cost for employee only coverage and contributes a portion of the cost of dependent coverage.
• Dental: With budget approval, the City contributes 100% of the cost for employee only coverage and contributes a portion of the cost of dependent coverage.
• Vision: The employee pays 100% of the cost.
• Life and Accidental Death & Dismemberment (AD&D) Coverage: With budget approval, this is a City paid benefit for employee only coverage. Terms apply.
• Long Term Disability Insurance: With budget approval, this is a City paid benefit for employee only coverage. Terms apply.
• Longevity: With budget approval, employees earn $4.00 per month for each complete full month of continuous service. The employee must complete one full year of employment to be eligible. Maximum benefit is $1,200 annually.
• Voluntary Life Insurance: The employee may elect up to five times their base annual salary with a maximum of $250,000. Coverage for spouse and dependent children is also available for purchase. Terms apply.
• Voluntary AD&D: The employee may elect up to ten times their base annual salary with a maximum of $500,000. Terms apply.
• Voluntary Short-Term Disability: The employee may elect up to 60% of their base weekly salary with a maximum weekly benefit of $1,000. Terms apply.
• Texas Municipal Retirement System (TMRS): This mandatory retirement plan requires each employee to contribute 7% of their gross salary to the plan and the City matches contributions 2 to 1. An employee becomes eligible to retire with 20 years of service or with five years of service at a minimum of age 60.
• Optional Deferred Compensation: The employee may contribute to a 457 plan through Mission Square Retirement.
• Social Security: Current rate is 6.2% for both employee and employer
• Medicare: Current rate is 1.45% for both employee and employer.
• Vacation – 12 days annually during first five years of employment (accrued monthly)
• Sick Leave – 12 days per calendar year (accrued monthly)
• Holidays – 12 holidays plus two floating day