Customer Service Representative I - Utility Billing (Part-Time, No Benefits)

Job Overview

This part-time role, without benefits, focuses on delivering customer support to walk-in clients, online users, and call center customers, specifically for utility billing services. The position involves managing customer inquiries, resolving issues, and daily cash collections related to water, sewer, and garbage services.

Primary Responsibilities

• Serve as the first point of contact for customer concerns via phone, email, and in-person interactions; provide general information or direct inquiries to the appropriate department.
• Maintain accurate records and update customer account information in the database system.
• Drive a City vehicle as required for official duties.
• Respond to questions about utility bills, including charges based on consumption and applicable rates.
• Screen and route calls for the Utility Customer Service department; handle billing inquiries across various communication channels.
• Process payment arrangements for customers facing difficulties due to issues like illegal water use or leaks.
• Guide customers with high bills on detecting leaks and offer water conservation advice.
• Communicate with other departments through emails seeking approvals on cost statements and permit requests.
• Prepare work orders for meter checks, readings, installations, and service location verifications to determine necessary account actions.
• Verify utility refund checks processed by Accounts Payable.
• Address customer complaints and assist irate clients professionally.
• Manage correspondence and documentation, including filing and generating various reports.

Knowledge and Skills

• Familiarity with City ordinances, policies, services, and departmental protocols.
• Basic arithmetic competency.
• Proficiency in office procedures and software, including Microsoft Office, AS400, or CISCO Finesse.
• Effective command of English grammar, spelling, and punctuation.
• Strong organizational, planning, and time management capabilities.
• Adaptability to handle a variety of tasks and switch between them efficiently.
• Critical thinking and logical reasoning skills.
• Outstanding customer service and communication skills, fluent in English and Spanish (oral and written).
• Ability to work collaboratively and maintain positive relationships.
• Compliance with City policies and maintenance of a professional image.
• Valid Texas Driver License with a clean driving record.
• Physical fitness adequate for job requirements and office work environment.

Work Environment and Physical Demands

• Primarily office-based with limited physical exertion mainly involving lifting or moving up to 10 pounds occasionally.
• Exposure predominantly to indoor office spaces; minimal or no exposure to hazardous outdoor environments or extreme weather.
• Occasional contact with hostile or irate individuals; safety-sensitive position subject to pre-employment and random drug/alcohol testing.
• No travel requirements.

Minimum Qualifications

• High school diploma or GED equivalent.
• At least 12 months of experience in customer service, clerical, or administrative roles including cash handling.
• Possession of a valid Texas Driver License, or obtain one within six months if holding out-of-state license.

Additional Information

A comprehensive background check and certified school transcripts are mandatory for employment. The City of Laredo is an Equal Opportunity and Affirmative Action employer promoting diversity and inclusion across multiple dimensions such as gender, race, disability, and more. Candidates must align with a values-driven culture emphasizing character and core principles.