Job Description

Posting number: UTILITY-002

Department: COMMUNITY SERVICES-WATER & SEWER

Division: UTILITY BILLING/COLLECTIONS

Job classification: CUSTOMER SERVICE REPRESENTATIVE

Posting type: Open

Categories: Customer Service

Summary

HIRING RANGE: $17.88 - 21.91 Hourly

FULL RANGE: $17.88 - $25.93 Hourly

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THIS POSTING MAY CLOSE AT ANY TIME ONCE A SUFFICIENT NUMBER OF APPLICATIONS HAVE BEEN RECEIVED.

Join the City of Allen—a vibrant community of over 100,000 residents where strong economic growth, excellent schools, and an exceptional quality of life make it a great place to live, work, and play.

Our mission is simple: “To achieve excellence in managing community development and city services, continually enhancing the quality of life and public confidence.”

At the City of Allen, our employees bring the PRIDE values to life:

• People First – Prioritizing others
• Respect – Treating everyone with courtesy and dignity
• Integrity – Serving with honesty and trust
• Deliver – Following through and exceeding expectations
• Excel – Driving innovation and continuous improvement

We do Work that MATTERS! Join a team that serves our community and makes a real impact every day. Learn more about the City of Allen at allentx.gov.

Under direct supervision, performs technical aspects of cashiering, customer service, and billing for the Utility Billing Division. This is accomplished by answering the telephone, accepting payments, processing applications and paperwork, and maintaining customer account information. Other duties may include collecting and sorting mail, and interfacing with other City employees and citizens. This position does not provide direction to other employees.

Examples of duties

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Provides customer service to the public and/or contractors by answering telephones, emails and voicemails, answering questions, processing various applications and paperwork, taking fees or payments, and providing information as requested.
• Completes cashiering duties by receiving, receipting, and recording payments, processing cash collections for other departments, receiving deposits and fees, balancing the cash drawer, and preparing the bank deposit.
• Completes departmental-specific data entry duties by maintaining customer accounts, authorizing credit extensions for past due accounts, verifying payment of bills and current service status, identifying and researching customer service problems and communicating problem resolutions to customers, processing work orders, preparing requests for service, terminations, repairs, and maintenance, preparing work orders for other departments, entering data into a computer, and tracking work orders.
• Completes other departmental-specific duties by collecting and sorting mail, directing service orders and requests to the appropriate departments, etc.
• Operates under the City of Allen’s core values of People First, Respect, Integrity, Deliver and Excel.

Qualifications

Education and Experience

Work requires broad knowledge in a general professional or technical field. Education and experience that provide the necessary knowledge and skills may also be considered, but a typical way to qualify is by obtaining:

• a High School diploma or equivalent and one (1) year of customer service experience, with cash handling experience preferred.

Conditions of Employment

• Clear criminal background check and pre-employment drug screen
• Safe driving record and Valid Texas Driver’s License

Supplemental information

Knowledge of:

• City rules, regulations, policies, and procedures with particular attention to codes and ordinances.
• Utility billing and customer service procedures, practices, and techniques.
• Modern office practices, procedures, and equipment.

Skill in:

• Establishing and maintaining working relationships with professional and support staff, vendors, the public, and City employees.
• Providing outstanding customer service and conflict resolution.
• Handling highly sensitive information and data with an absolute degree of confidentiality.
• Working effectively in a high-pressure environment with changing priorities.
• Effectively communicating in both oral and written formats.

Supervision Exercised:

Direct Supervision: Work is normally reviewed in progress and upon completion of assignments to ensure accuracy, timeliness, and conformance to established standards; autonomy is granted at the task level; work is subject to both general and departmental policies, procedures, and guidelines.

Physical Demands/Environmental Factors:

• Standard office environment.
• Ability to sit or stand for long periods.
• Ability to operate city or personal vehicle for business purposes.

This job description does not constitute an employment agreement between the City of Allen and employee and may be revised by the employer as needed.

The City of Allen is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, national origin, sex, religion, age, disability, genetic information, or military status in employment or in the provision of services.

The City of Allen participates in the federal e-Verify program to confirm the employment eligibility of all new hires. All applicants must be legally authorized to work in the United States.