Utilities Customer Service Representative

Franklin County is seeking a dedicated and customer-focused Public Utilities Customer Service Representative to serve as a trusted point of contact for residents who rely on our essential water services every day. This role is at the front line of community support—helping customers navigate billing, service requests, and account needs with clarity, patience, and professionalism.

Compensation: $39,055-$41,008

**To Be Determined Based on Experience and Qualifications**

Benefits: Franklin County offers a competitive benefit package designed to encourage and support your health, well-being and productivity. Benefit options include medical and dental insurance; elective supplemental insurance options such as short-term disability, vision, and voluntary term life; local government retirement; 401(k) with a 4% employer contribution (no employee match required); generous paid leave that includes 13 county-observed paid holidays per year; an employee wellness program inclusive of a county sponsored gym and an employee assistant program.

For more information about Franklin County benefit options please click here https://www.franklincountync.gov/194/Benefits-Summary.

An employee in this class performs all activities associated with the performance of a utility billing program. This includes utilizing the computer and loading/downloading computer meter readings, preparing utility billing, checking for quality control, and mailing bills. Work includes dealing with the public on requests for services, taking payments and balancing deposits, and writing work orders. Work involves establishing computer and hard copies records and files, entering data, and generating varied reports from the billing system. The employee is expected to have thorough understanding of the process to handle most situations in the process. Work assignments are performed in accordance with established procedures with unusual situations being referred to the supervisor for guidance. Some judgment is required in determining billing adjustments and payment requirements. Work is performed under the direct supervision of the Utilities Business Manager and is evaluated through observation, work completion, conferences and periodic review of reports.

Performs all activities associated with the performance of a complete utility billing program: utilizes computer for entering applicant information; loads and unloads hand held computer from meter readers; prepares utility billing; checks for quality control and prepares bills for mailing.

Assists the public; provides applications for services and assures completed correctly and completely; accepts payments for service; explains services, fees, penalties and late payment policies, etc.

Enters cash collection into billing system; closes cash collections batches; generates cash collections reports and revenue sheets.

Prepares and maintains an account for each customer.

Receives account draft requests from customers; prepares necessary draft forms and sends to bank.

Calculates usage for billing, calculates adjustments to accounts as necessary; prints billing register, edits for errors,.

Sets up customers on correct routes for meter readers; and loads handheld meter readers; downloads and posts meter readings to customer accounts by computer.

Posts customer payments, adjustments, and miscellaneous transactions to the customer accounts and any data changes needed.

Generates reports from meter readings, proofs, makes changes and analyzes for potential errors; requests re-reads; compiles recheck list and forwards to meter readers; balances and corrects errors as required.

Runs reports as scheduled on the daily/weekly/monthly calendar

Receives and responds to requests and complaints of services.

Balances cash drawer against computer report; corrects data entry errors;.

Prepares turn-off list and work orders for service connections and to follow-up on complaints.

Answers the telephone; talks with customers about bills, payments, complaints or problems; provides information on services, fees, etc. and routes to appropriate staff as needed.

Additional Duties

Performs related duties as required.

Knowledge, Skills, and Abilities

Thorough knowledge of the County’s billing practices and procedures.

Thorough knowledge of the County’s customer service procedures.

Considerable knowledge of file and record maintenance.

Skill in the operation of computer equipment and general office equipment.

Ability to organize and handle billing functions effectively and in a timely manner.

Ability to make arithmetic computations with speed and accuracy, and to make quick calculations of fees and to make change.

Ability to prepare and maintain billing and related account records.

Ability to be tactful and courteous and to treat customers with respect.

Ability to maintain effective working relationships with employees, supervisors and the general public.

Ability to type and input data with speed and accuracy.

Graduation from high school and preferably supplemented by additional training and courses in accounting and computer operations, and some experience in water and sewer utility billing, clerical billing or accounting with significant public contact, data entry, and in an automated environment; or an equivalent combination of education and experience.

Must be able to physically perform the basic life operational functions of stooping, kneeling, crouching, reaching, standing, walking, pulling, pushing, fingering, talking, hearing, and repetitive motions.

Must be able to perform sedentary work exerting up to 10 pounds of force occasionally, and/or up to a negligible amount of force frequently or constantly to lift objects.

Must possess the visual acuity to work with data and figures, to operate a computer, and to read extensively.