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Customer Servicer Representative - Utility Billing
About The Role
CITY OF KINGMAN
CUSTOMER SERVICE REPRESENTATIVE
FINANCE
SALARY GRADE 103
$37,336 - $52,292 / ANNUALLY
$17.95 - $21.55 / (HIRE IN RANGE: DOQ)
POSITION IS FLSA NON-EXEMPT
Learn more about our Benefits & Wellness Incentives
We're looking for a Customer Service Representative who performs a variety of customer service work involving cashiering and monitoring and updating customer accounts. Works directly with utility customers in resolving utility billing and licensing complaints and inquiries using an automated utility billing system. This position has continuous contact with the City's utility and business and animal license customers telephonically and in person at service counter and performs general clerical functions to include cash receipts and collections. This position reports to the Utility Billing Manager.
About You
You are interested in a career in customer service and are committed to serving the community with integrity, professionalism, and sound judgment. You are able to prioritize, work independently, multitask, communicate effectively, and remain composed in high-stress situations. We’re looking for someone who is an effective communicator, detail-oriented, and comfortable navigating complex situations while maintaining strong professional relationships.What You'll Need To Be Successful In This Role
EDUCATION & EXPERIENCE
- Graduation from high school or GED equivalent with specialized coursework in general office practices such as word processing, answering phones and database entry.
- One to two (1-2) years experience in utility customer service operation or equivalent experience.
- Cash handling and reconciliation experience preferred.
- Any combination of experience and training which demonstrates the knowledge and experience to perform the work.
SPECIAL REQUIREMENTS
- Valid Arizona Driver's License or ability to obtain within 6 months of hire.
What You'll Do For The City Of Kingman
Public Relations & Support (30%): As the primary point of contact, you assist customers at the service counter and over the phone with professional courtesy. You resolve inquiries for utility, business, and animal licensing while tactfully de-escalating complex or irate customers.
Account Administration (20%): You manage the full lifecycle of customer accounts, including processing new service orders, address changes, and terminations. This includes maintaining accurate digital files and ensuring all utility and licensing records remain up to date.
Cashiering & Daily Balancing (15%): This role requires precision in receiving payments, posting transactions, and balancing daily cash receipts. You are responsible for reconciling financial reports and verifying the accuracy of all counter and mail collections.
Billing Adjustments & Research (15%): You investigate billing discrepancies and prepare necessary adjustments or miscellaneous charges. This involves researching service delivery issues and ensuring corrected bills are sent to customers promptly.
Collections & Debt Recovery (10%): You actively pursue delinquent accounts by establishing payment schedules and preparing off/on service orders. Your efforts ensure the recovery of bad debt while maintaining compliance with City policies and procedures.
General Office Operations (10%): Beyond core billing, you handle essential clerical tasks such as sorting mail, routing switchboard calls, and updating administrative records. You work independently to ensure daily office continuity and operational safety.
Miscellaneous
Commitment to Safety and Wellness
It is the policy of the City of Kingman to ensure a safe, healthful workplace for all its employees. It requires that every person in the organization assumes the responsibility of individual and organizational safety. Injury and illness losses from incidents are costly and preventable. The City of Kingman will employ an effective accident and illness prevention program and a comprehensive wellness program that involves all its employees in the effort to eliminate workplace hazards and promote employee health and wellness.
All employees are expected and encouraged to participate in safety and wellness program activities including the following: reporting hazards, unsafe work practices and accidents immediately to their supervisors or a safety committee representative; wearing required personal protective equipment; and participating in and supporting safety committee activities.
Work Environment
The work environment characteristics attached to the job description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. See Physical Demands.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel in this position. This job description is subject to change as the needs and requirements of the position changes.
Be Part of Something Great - Build Your Future in Kingman
The City of Kingman is located in Mohave County approximately 100 miles southeast of Las Vegas and 195 miles northwest of Phoenix nestled between the beautiful Cerbat and Hualapai mountain ranges along historic Route 66. In 2019, Reader’s Digest named Kingman one of the “Nicest Places in Arizona” for its thoughtful residents and spirit of generosity. In addition to its small-town look and feel, the area also offers a wide range of recreational activities that include hiking, bike and ATV trails, camping, golf, beautiful parks, historical attractions, nearby lakes and the Colorado River.
With more than 400 full and part-time employees across 30 divisions, the City of Kingman provides exceptional public services to over 30,000 residents. Our focus on high-quality customer service, safety and teamwork underpins our efforts to foster an atmosphere where citizens and businesses can thrive.
For more information about the City of Kingman, please see our Open Finance Portal, Choose Kingman Economic Development page and our Go Kingman tourism page for more information.
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