Customer Service Representative I, (B254115-2), 202, Utility Billing - City of Laredo, TX : Job Details

Salary: $14.55 HourlyLocation : Laredo, TXJob Type: Full-timeJob Number: B254115-2Department: UtilitiesDivision: Utility BillingOpening Date: 12/13/2024Closing Date: ContinuousJob Description Process and maintain accurate monthly billing records. Provides customer service support for billing issues. Essential Functions/ Job Competencies/ Physical RequirementsEssential Functions/ Job Competencies/ Physical Requirements:ESSENTIAL DUTIES & RESPONSIBILITIESThe intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Prepares monthly utility bills and other related bills including off-cycle, final, and corrected bills that include service charges for Utilities, Solid Waste, and Environmental Services Department.
• Verify that meters are read and reported back in a timely manner.
• Performs research, analyses, and audits of account histories utilizing different software and exception reports to resolve issues with inaccurate water meter readings.
• Ensures problematic meters with issues are investigated and resolved expeditiously by identifying, analyzing, troubleshooting, and utilizing independent judgement to resolve those issues within the scope of responsibility for the position and report them to management.
• Verifies the accuracy of account service charges by reviewing reports generated from billing software in EXCEL format; correct any accounts with errors.
• Coordinates with Customer Service and Collections staff with cross- functional tasks to accommodate work order scheduling.
• Manages work order requests to ensure completeness and accuracy of the results reported and advise Customer Service when necessary.
• Verifies that all accounts with underlying issues arising from the results submitted by field staff are addressed and corrected in a timely manner.
• Processes back billings through adjustments and issue letters to customers.
• Distributes daily reports to appropriate personnel.
• Prepares month-end adjusting entries and account reconciliations as required,
• Reviews month-end reports to include reverse payment updates, adjustments updates, refund credit listings, cash update listings, payment update listings, trial balance, GMBA reports, and balance sheets.
• Compiles reports, spreadsheets, historical data, billing statements, periodic notices, and other pertinent information to respond to staff.
• Prints billing statements and delinquency notices when necessary.
• Answers, screens, and routes department telephone calls to appropriate personnel; greet and reply in person, by telephone, or by correspondence to inquiries from customers.
• Creates letters, memos, notices, and lists required. Sort and file correspondence and other related materials; prepare and maintain various reports and documents as required.
• Assist in maintaining good communication between staff, visitors, and other business contacts.
• Follows all rules of telephone courtesy in all telephone communications.
• Maintains regular job attendance and adhere to normal working hours.
• May be required to work overtime.
• Performs other duties as assigned.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIESKnowledge of:

• Knowledge of City ordinances, protocols, and policies.
• Knowledge of modern office procedures and methods including computers and applicable software, such as Microsoft Office.
• Knowledge of English grammar, spelling, and punctuation.

Skills and Abilities:

• Skill in planning, organization, and time management.
• Skill in performing a variety of duties, often changing from one task to another of a different nature.
• Skill in critical thinking and logical reasoning.
• Skill in customer service delivery.
• Ability to demonstrate strong strategic, analytical, and organizational skills for the analysis of utility accounts.
• Ability to make arithmetic computations and tabulations accurately.
• Ability to work under pressure and meet appropriate deadlines while using data processing concepts, methods, and logical judgment for problem solving techniques.
• Ability to build and maintain effective working relationships with others.
• Ability to communicate clearly and effectively both orally and in writing.
• Ability to maintain good planning and organizational skills.
• Ability to take and follow directions from supervisor.
• Ability to give directions to and gain compliance from assigned staff.
• Ability to perform strenuous work and routine work.
• Ability to maintain a valid Texas Driver License and a good driving record.
• Ability to project a positive and professional image of the City of Laredo.
• Ability to effectively communicate both orally and in writing in the English language and orally in the Spanish language.
• Ability to comply with all City of Laredo's policies and procedures.
• Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of this position.

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDSPhysical Effort Requirements Position will have the following exposures

• Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
• Occasional exposure to unpleasant environmental conditions and/or hazards. Occasional outside work.
• Frequent exposure to unpleasant environmental conditions and/or hazards. Majority of work performed outside or with exposure to risk.
• Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Work Environment Locations Position will require the employee to work in the following types of work environments Never

• Outdoor environment
• Street environment (near moving traffic)
• Construction site
• Confined space

Seldom

• Vehicles
• Warehouse environment

Often

• Office or similar indoor environment

Exposures Position will require the employee to be exposed to the following environmental elements Never

• Individuals with known violent backgrounds
• Extreme cold (below 32 degrees)
• Extreme heat (above 100 degrees)
• Communicable diseases
• Fumes or airborne particles
• Toxic or caustic chemicals or substances
• Loud noises (85+ decibels such as heavy trucks, jack hammers, construction)

Seldom

• Moving mechanical parts.
• Individual who are hostile or irate.

Travel Position will require the employee to travel Never:

• Regional travel
• National travel
• International travel

Seldom:

• Local travel

Minimum QualificationsRequired Education and Experience

• High School diploma or G.E.D. equivalency
• At least one (1) year of experience in customer service, clerical, or administrative support.
• At least one (1) year of billing experience.

Valid Licenses and CertificationsRequired Licenses or Certifications

• Valid Texas Driver License. If applicant holds an out-of-state license, a State of Texas Driver License must be obtained within 6 months of employment.

As part of the minimum requirements for all positions with the City of Laredo, a thorough background check and certified school transcripts will be required from all applicants who are offered employment.Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) ###-#### two days prior to the scheduled interview and/or test if applicableCity of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.The City of Laredo provides a benefit compensation package that includes the following for all Full-time regular employees:

• 10 days of paid vacation per year
• 6 1/2 days sick leave per year
• Pension plan
• 16 paid Holidays
• Paid health*
• Dental plan*
• Life insurance*

*30 day waiting period For a full description of our benefits, please visit our website at: under Employee Benefits01 Are you a current regular full-time or part-time City of Laredo employee?

• I am a full-time City of Laredo employee
• I am a part-time City of Laredo
• I am not a full-time or part-time City of Laredo employee

02 What is your highest level of education?

• Some High School
• High School Diploma or G.E.D. recognized by the Texas Education Agency or a regional accrediting agency
• 30 completed college hours (credits) from an accredited college or university
• 60 completed college hours (credits) from an accredited college or university
• Associate's Degree from an accredited college or university
• Bachelor's Degree from an accredited college or university
• Master's Degree from an accredited college or university
• PhD from an accredited college or university
• Juris Doctor from an accredited college or university
• Other Post Graduate Degree from an accredited college or university
• None of the above

03 Do you have one (1) years experience in customer service, clerical, or administrative support?

• Yes
• No

04 From the experience you provided on your application, list the name of the agencies you performed customer service, clerical, or administrative support with:Note: Do not answer this question with See Resume or See Application . Doing so will automatically disqualify your application from the process.) 05 Do you have one (1) year of billing experience?

• Yes
• No

06 From the experience you provided on your application, list the name of the agencies you performed billing experience with:Note: Do not answer this question with See Resume or See Application . Doing so will automatically disqualify your application from the process.) 07 Select any of the following clerical items you have experience with:

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Microsoft PowerPoint
• Adobe Acrobat
• Type-writer
• Answer Multifunctional Phones
• Personal Computer
• Computer Hardware and Software
• Filing
• Data Entry
• Cash, check, or money order handling (non-personal)
• Writing Memo's
• Payroll
• Customer Service
• Copy Machine
• Fax Machine
• Telephone Etiquette
• Research
• Record Management
• None of the above

08 I understand that failure to complete ALL sections of my application, including the Driver License (if appicable), Education , Work Experience , Certifications and Licenses (if applicable), Agency-Wide Questions , and Job Specific Supplemental Questions will result in my application not being processed.

• I have read and understood the above information.
• I have read and do not understand the above information. I will contact the Human Resources Department for further explanation.

Required Question