Customer Service Representative

The Customer Service Representative provides frontline support to customers by processing account changes, assisting with billing inquiries, and coordinating utility service activities. This role ensures accurate account maintenance, timely resolution of customer concerns, and effective collaboration with internal departments.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

Customer Account Management

• Process new accounts, transfers, and service discontinuations in person, by phone and electronically.
• Update and maintain customer account information, including address changes, meter reading notes, and completed work orders.
• Monitor and update delinquent accounts; process extensions and maintain payment arrangements.
• Manage fire hydrant meter accounts.
  
  

Customer Service & Support

• Assist customers with questions regarding utility services, billing, and account status.
• Research and resolve billing discrepancies and service-related issues.
• Provide coverage and operational support during employee absences.
  
  

Administrative & Operational Tasks

• Create work orders, schedule appointments, and manage customer service data using software such as Impresa, Sensus Analytics, and Cityworks.
• Maintain records, forms, and files in accordance with organizational retention practices.
• Prepare reports and perform accurate mathematical calculations as needed.
  
  

Interdepartmental Coordination

• Collaborate with multiple City of Victoria departments to coordinate service-related activities and ensure accurate associated charges.
  
  

Work is performed in a standard office environment.

• High school diploma or GED equivalent and two (2) years of clerical or customer service experience; or an equivalent combination of education, training, and experience.
• A valid state driver’s license is required.
• Applicable local, State, and Federal laws, regulations, and ordinances.
• Customer service principles and etiquette.
• Office practices and procedures.
• Records maintenance and retention.
• Basic accounting practices.
• Professional and tactful interaction with staff, outside agencies, and the public.
• Accurate mathematical computation.
• Organization and prioritization to meet deadlines.
• Data entry and typing with speed and precision.
• Operation of standard office equipment.
• Record keeping and report preparation.
• Clear verbal and written communication.
• Build effective working relationships.
• Performs related duties as required or assigned.