What are the responsibilities and job description for the Utility Customer Service Specialist II position at City of Columbia, MO?
The purpose of this job is to assist utility billing customers with making payments and to provide accurate information regarding billing and payment inquiries. This role helps customers understand billing practices and serves as the first point of contact for those seeking information about financial assistance. Additional responsibilities include working with programs such as fixed income, medical letters, budget billing, and landlord reversion.
Essential Duties and Responsibilities - The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description
- Delivers customer service; responds to and resolves advanced customer inquiries and concerns via phone, email, online applications, and in-person.
- Sets up accounts for new construction.
- Reviews and processes pledges received from external companies and provides verification.
- Processes payment reviews and corrections, updates records, and resolves transaction batch errors.
- Supports various programs, including fixed income billing, medical letters, and landlord reversion.
- Processes budget billing applications, reviews eligibility status, and performs reconciliations.
- Maintains accurate records.
- Explains utility services, rates, and rules to customers.
- Regular attendance is a necessary and essential function.
- Performs other duties as assigned.
Supervisory Responsibilities
- No supervisory authority. Work may require providing guidance and training to others.
Human Collaboration and Job Impact - This area describes the personal interaction with others outside direct reporting relationships as well as the impact the job has on organization, the department or unit objectives, the output of services, or employee or public satisfaction
- Work may require providing advice to others outside direct reporting relationships on specific problems or general policies. Contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.
- Interactions have significant impact on the organization in terms of time, money, or public/employee relations.
Fiscal Responsibility
- Position has moderate fiscal responsibility.
- May be responsible for managing division budget, billing, accounting of funds, and/or handling and balancing of cash.
Education and Experience - An equivalent combination of education, training and experience will be considered
Education and Experience
- High School diploma or equivalent.
- 1 to 3 years of experience in customer service, cashiering, accounting, billing, or administrative support.
Licenses or Certifications
- None.
Knowledge, Skills and Abilities which may be representative, but not all-inclusive of those commonly associated with this position
Knowledge of:
- Utility bills, rates, and related policies and procedures.
- City ordinances related to service and billing.
- General office practices and administrative procedures, records management, and administration techniques and procedures.
- Common business software applications include Microsoft Office and Google Docs.
Skill in:
- Applying active listening and asking questions for understanding.
- Communicating verbally and in writing to meet the audience’s needs.
- Resolving conflict.
- Organizing and managing time effectively.
- Prioritizing and managing multiple interruptions effectively.
- Utilizing relevant software to research and access information.
- Typing and/or data entry with minimal errors.
- Maintaining detailed and accurate records.
Ability to:
- Provide high levels of effective customer service.
- Handle difficult and stressful situations with professional composure and maintain effective interpersonal relationships.
- Regularly use a computer, software, phone, and related office equipment.
- Focus on tasks.
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of the functions of this job
Work Environment:
- Office or similar indoor environment – Frequently or Often
Exposures:
- Individuals who are hostile or irate – Sometimes
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- This position is relatively free from unpleasant environmental conditions or hazards and is generally sedentary.
- Incumbents may be required to exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly have 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.
Hours/Days
Monday – Friday 7:30am – 5:00pm
Starting Salary
$18.87 per hour
Pay Grade
105
Number of Positions Available
2
Deadline to Apply
03/27/2026
Open Until Filled
No
Special Instructions to Applicants
Notice to Applicants
Individuals needing accommodation to apply may call 573.874.CITY (2489)
TTY: 711 (MO RELAY)
THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE
THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING
The City of Columbia participates in the federal E-Verify work authorization program
TTY: 711 (MO RELAY)
THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE
THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING
The City of Columbia participates in the federal E-Verify work authorization program
Salary : $19