Customer Service Associate - Utility Billing

Our customer service associates are responsible for providing high-quality customer service related to municipal utility services, including water, sanitation, electric and related services. This position represents the City of Kirkwood as the first point of contact for our utility customers and incoming businesses. Performs a variety of clerical, financial, and customer-facing duties, including processing payments, managing customer accounts, responding to inquiries, and completing daily utility billing functions. This role requires accuracy, efficiency, and professionalism in handling customer transactions and supporting utility billing operations. Bills and collects in excess of thirty million dollars a year. This position processes all City payments including utilities, licenses, permits, Miscellaneous AR, Parks & Recreation, etc.

What you will be doing:

• Serve as the primary point of contact for customers in person, by phone, and electronically.
• Respond to inquiries regarding utility bills, account balances, service requests, and municipal policies.
• Explain utility charges, rate structures, fees, and billing procedures clearly and professionally.
• Resolve routine customer concerns and refer complex issues to the Utility Billing Supervisor as needed.

• Establish, update, and close customer utility accounts in accordance with departmental procedures.
• Process service requests, including new service, transfers, and final billings.
• Maintain accurate and complete customer account records.
• Assist customers with payment arrangements and account inquiries.

• Generate bills for service connections, final bills, and account adjustments.
• Review billing data for accuracy, including meter readings, consumption, and rate application.
• Process billing adjustments, corrections, and account updates in accordance with established procedures.
• Process and schedule requests for connection or disconnection of service including creating work orders for the electric and water reading.
• Receive, process, and post all City payments, including cash, checks, electronic payments, and credit card transactions.
• Balance daily cash drawers and prepare deposits in accordance with established procedures.
• Ensure accuracy and accountability in all cash handling activities.
• Scan, process and file checks and invoices
• Scan invoices, remittance advices and other documents in Laserfiche.
• Process and distribute City incoming mail.
• Place order for landscape bags for vendors and for the Finance department supply.
• Maintain files, records, and documentation related to utility billing and customer accounts.
• Perform data entry and maintain accurate records in billing and financial systems.
• Update monthly spreadsheets (gross receipts, taxes, telecommunications, etc.

Our Ideal candidate has:

• High school diploma or equivalent required.
• Associate degree in Business, Accounting, or related field preferred
• Minimum of 1-3 years of customer service, cashiering, or clerical experience, preferably in a municipal or utility setting.
• Knowledge of customer service principles and practices.

• Basic understanding of utility billing processes and account management.
• Ability to accurately perform billing functions and process financial transactions.
• Ability to accurately handle cash and perform basic mathematical calculations.
• Proficiency in computer systems, including billing and financial software and Microsoft Office applications.
• Strong attention to detail and organizational skills.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to manage multiple tasks and work efficiently in a fast-paced environment.
• Ability to handle difficult or sensitive customer interactions with professionalism and tact.

• Ability to lift and carry landscape bags that weigh less than five pounds.