Customer Service Specialist na City of Baytown, TX

About the Department

Join our team as a Customer Service Specialist and help customers with their utility billing needs in a friendly and supportive environment! If you have strong communication skills, enjoy problem-solving, and thrive on delivering excellent service, we want to hear from you. Apply today and be part of a team that values teamwork, growth, and making a difference in our community!

Serves as Customer Service Specialist by email, phone, fax, or in person for all Utility Billing inquiries regarding, establishing new service, account balance information, payment history, account transfers, disconnects, reconnects, canceling service and meter tests. This position generates, prints, separates, distributes, monitors and completes all related work orders as well as calculates leak adjustments and commercial deposits. It is highly visible with constant customer contact during very stressful situations requiring patience, effective communication, good judgment and sound decision making skills within the scope of responsibilities. Performs administrative duties to support the department’s overall mission. Uses/requires office skills to handle: customer service/communications (internal and external), file organization and management, computer skills including data entry, word processing, spreadsheets, mathematical computation, report and letter preparation.

Position Duties

• Serves as Customer Service Specialist for all questions regarding Utility Billing operations via in-person, telephone, fax and email. Resolves customer’s concerns or questions. 
• Inputs data in the computer for new taps, sale of water and new accounts. Calculates and posts deposits. Updates customer account services, number of units, disconnects, and transfers. Generates daily work orders. Schedules meter tests and assists Billing Specialist in researching past due accounts (W-11s) before they are written off.
• Coordinates delinquent disconnects; reconnects; rechecks; rereads and reread letters; payment arrangements; and corrected bills. Generates, prints, separates, distributes, monitors, and completes all related work orders. Assesses the following service charges: delinquent disconnect fee, service fee, broken lock, straight line and pulled meter fees. Prepares outstanding work order reports.
• Calculates leak adjustments and over reads. Authorizes removal of penalty in accordance with office policy and credits the account.
• Performs all other related duties as assigned.  

Minimum Qualifications

Required:

• High School Diploma or equivalent (GED).

• Two years customer service or general office experience OR equivalent combination of education and experience.

Preferred:

• Bilingual in English/Spanish

Other Qualifications

Ability to multitask, establish priorities, work independently, and maintain organization. Work requires continual attention to detail in entering, composing, typing and proofing data and materials. Knowledge of business machine operations, personal computers and related software, and accounting/billing processes. Must have a high level of interpersonal skills to handle sensitive and confidential situations with both internal and external  customers. Position requires accuracy, trustworthiness, poise, tact, and diplomacy. Ability to get along appropriately with co-workers and the public.

Attendance is an essential function of this position. The City reserves the right to require an employee in this position to work overtime. This position provides services or performs duties for the benefit of the general public during emergency situations. These may include services or duties different from those performed in the usual course and scope of your job. In the event of an evacuation, the incumbent in this position may be required to remain to perform needed services.

Overall Position Strength Demands

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.