What are the responsibilities and job description for the Customer Service Representative I position at City of Leander, Texas?
Performs entry-level work accepting and processing payments for City utility customers. Answers multi-line telephone system, greets citizens and performs miscellaneous clerical responsibilities, including data entry. Provides excellent customer service by addressing customer issues/concerns/complaints in an efficient, professional and friendly manner. Generally, this position uses basic skills and works under close supervision, with minimal latitude for the use of initiative and independent judgment.
Essential Duties & Required Qualifications
- Accept customer payments by cash, check, or credit card both in person and over the telephone.
- Provide good customer service; ensure residents are aware of important dates to avoid service interruption.
- Provide bilingual customer service, if bilingual.
- Handle cash, collections, and balance cash drawer daily.
- Process deposits, including remote deposits.
- Download bank remittance files and process payments into the Incode computer system.
- Maintain customer account confidentiality.
- Answer telephone.
- Navigate through billing system and account maintenance system.
- Multitask by assisting multiple customers, entering payments, entering service orders.
- Enter payments ensuring checks are filled out properly and credit card slips are signed correctly.
- Complete service orders, new connect forms, change forms, etc.
- Provide detailed billing information to Leander residents.
- Enter new service orders and transfer forms.
- Enter disconnects (utilities).
- Ensure detailed account maintenance.
- Refer time-sensitive issues or unresolved complaints to supervisor.
- Navigate through third party websites for customers.
- Assist with notifying other city staff when their appointments come through the utility office.
- Process night drop payments and mail payments and ensure each individual check is completely filled out properly.
- Assist with questions regarding garbage/trash pick-up and direct customers with questions regarding city ordinances.
- Other related duties as assigned.
Required Education and Experience
- High school graduate or its equivalent.
- Minimum of one year of work experience in customer service.
- Minimum of six months experience with handling cash as part of your job.
- None
- Two or more years of customer service experience.
- One or more years of experience handling cash as part of your job.
- Associate degree (A.A.) or equivalent from two-year college or technical school.
Knowledge, Skills & Abilities
- Skill in using computers and related software applications. Proficient in using Microsoft applications (including Word, Excel, Outlook).
- Ability to learn software packages as needed for data management and email applications.
- Ability to learn how to use cash registers and postage machine.
- Ability to communicate effectively both verbally and in writing.
- Ability to follow detailed verbal and written instructions.
- Ability to communicate with other employees and the general public in a courteous and diplomatic manner.
- Skill in handling multiple tasks and prioritizing.
- Ability to develop and maintain effective working relationships with City employees, the public, elected officials, and boards and commissions.
Physical Demands & Additional Information
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position.
Job offer and continuation of employment with the City of Leander is contingent upon:
- Proof of education, certification(s) and experience as listed on the employment application based on the job posting requirements.
- Satisfactory results from a pre-employment criminal history background and driving record check.
- Legal authorization to work in the United States without sponsorship. *
- Compliance with the Selective Service Registration for male US citizens and immigrants, who are ages 18-25.
- The City of Leander participates in E-Verify! Information from each new employee’s Form I-9 will be provided to the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) to confirm work authorization.
The City of Leander is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability or genetic information in employment.
Applicants should communicate requests for disability-related accommodations during the application process to our Human Resources Department at hr@leandertx.gov or 512-528-2708. Deaf and hard of hearing applicants may contact our office via Relay Texas at 7-1-1 or 1-800-735- 2989 (TTY/TDD).
For detailed information regarding our benefits package including our Benefits Guide, please visit this link: City of Leander 2026 Benefit Booklet