Customer Service Representative Ii - Water Billing & Collections

Are you ready to take your skills to the next level?

We are currently looking for a dynamic Customer Service Representative II for our Utility Billing Department.

The Customer Service Representative II earns a competitive hourly salary of $16.60-$17.96 based on qualifications. Additionally, the city pays all premiums for our employees' dental, long-term disability protection, and life insurance plus the majority portion of the medical premium for employees and their dependents. We also offer a retirement plan through the Texas Municipal Retirement System (TMRS) with a 2:1 employer match, life insurance, disability, access to the city's recreation fitness center, employee assistance program, educational assistance, 11 paid holidays and 2 designated paid holidays, paid vacation, sick leave, and an active wellness program focusing on physical, mental, and financial health.

About The City Of Pearland

The City of Pearland has received a Top Workplaces of 2023 USA award from Energage, a leading research firm that specializes in employee engagement and workplace culture each year across the United States.

Pearland is one of the fastest-growing cities in Texas due to affordable housing, outstanding schools, safe neighborhoods, and superb quality of life. Ranked as one of the top ten safest cities in Texas, Pearland residents know their families are safe and secure in the community and surrounding areas. Our close proximity to Houston, just a short 20-minute drive to downtown, allows residents to experience all the city has to offer including professional sports, world-class cultural amenities, and recreation.

Employees of the City of Pearland use multi-directional communication and cross-functional teams to promote a greater understanding of the organization by employees at all levels. We have created a culture of continuous learning that encourages and supports employee development and growth. Our work environment is one where innovation is not only supported but encouraged.

The purpose of this job is to perform clerical tasks in the water utility billing function, assist customers with water and sewer issues, and performs duties related to customer satisfaction in a fast-paced environment. The Customer Service Representative II is required to assist with policy and procedure guidance, to support management and develop staff workflows for continuous improvements in accordance with divisional goals as established by the Manager and Assistant Manager of Water Billing & Customer Service.

Essential Functions

• Review and process applications for new service and for discontinuance of service.
• Reconcile daily batch by verifying deposit totals from Customer Service Representative I.
• Regular and timely attendance.
• Completing payment streams from BridgePay, USAePay, and Wells Fargo.
• Review and process applications for new meter set requests.
• Complete daily deposit bag for pickup next day and prepare deposit reports for Finance.
• Process payments received by customers from over the counter, by phone and by mail.
• Assists customers with questions regarding utility billing and resolve customer complaints over the phone, over the counter, by email and by mail.
• Assists CSR I with questions or escalations regarding utility billing and resolve customer complaints over the phone, over the counter, by email and by mail.

Additional Duties

• Notify residents regarding termination of service for non-payment.
• Assemble and maintain various reports.
• Contribute to team effort by performing other related duties as assigned.
• Prepare work orders for utility disconnections, reconnections, new orders, and other service orders.
• Assist with Supervisor with training, monitoring call queue, monitoring workloads and follow-ups.
• Enter new deposits, disconnects, transfers, reconciles errors, etc., into computer database.

Minimum Education And Experience Requirements

• Requires two years billing or closely related experience.
• Requires High School graduation or GED equivalent supplemented by specialized courses/training equivalent to completion of one year of college.