City of Killeen, Texas Hiring for Customer Service Representative (Utility Collections) at Killeen, TX Full Time

$15.28 Hourly

Location

Utility Collections Building – Killeen, TX

Job Type

Full-time

Department

Finance

Division

Utility Collections

Opening Date

05/21/2025

Closing Date

5/28/2025 11:59 PM Central

FLSA

Non-Exempt

• Description
• Benefits
• Questions

Job Description

GENERAL PURPOSE

Represents the City of Killeen through daily customer service contact with the general public regarding City utilities. To be responsible for the accurate processing and balancing of utility payments received through the drop box, lobby, and drive thru window. To perform financial related work and analysis when required; to provide accurate information and professional assistance to customers 100% of the time, while maintaining confidentiality and good internal cash controls.

SUPERVISION EXERCISED

Employee has no supervisory responsibilities.

Essential Duties

Core Competencies

Provides quality customer service to the public and answers questions; responds to inquiries from employees, citizens and others and refers, when necessary, to appropriate Utility Collections personnel.

Collects utility payments through the drop box, lobby and drive thru, while always maintaining proper use of internal cash controls. Collection of utility payments includes payments in all forms (cash, check, money order and credit card).

Inspects cash received to ensure authenticity. (i.e., counterfeit money)

Maintains composure while interacting with customer in stressful situations.

Reviews lease, closing documents, or proof of ownership and verifies that documents are valid; and be able to identify indications of alterations and fraud. Works closely with property managers and property owners to determine validity of suspect documents.

Verifies customer identification and looks for indicators of identity theft.

Research incoming customers to determine if they owe a debt to the City. Collects money or schedules payment arrangements as needed.

Research addresses with illegal water consumption and provide documentation to Supervisor to calculate charges for appropriate responsible party.

Receives requests for transfer of service; collects charges and unpaid balances.

Determines eligibility for extensions and payment plans and enters appropriate information into billing system to prevent disconnection.

Collects necessary documents for automatic bank draft, e-statements, vacancy reports, and various account adjustments.

Scans documents received and attaches to customer history.

Operates listed office machines as required.

Establishes new utility accounts.

Issues work orders to deliver solid waste containers and provide collection information to customers.

Works with outside agencies that assist Military customers in setting up utility accounts prior to relocation to the city.

Receives requests for termination of service. Updates mailing and contact information for final bill.

Collects monies owed on returned checks, delinquent accounts, and issues reconnect.

Receives requests for meter checks and instructs customers on how to read water meters.

Helps customers determine if they may have a leak or other usage problem.

Investigates complaints and answers questions concerning accounts.

Performs daily balancing of cash drawer. Verifies all tender types are accurate with cash posting and prepares reports.

Rechecks mail, drop box and office envelopes for missed payments before destruction.

Serves as backup in receiving tap requests and collecting tap fees.

Receives requests for meter checks.

Works with realtors and property managers in establishing temporary accounts.

Prints billing statements and late notices and prepares them for mailing.

Sorts all outgoing mail and runs it through the postage machine.

Balances payment stubs to all cashier ledger updates.

Adheres to assigned work schedule as outlined in the Department and City attendance policies and procedures; ensures all behaviors comply with the City’s Personnel Rules and Regulations.

Perform other duties as assigned.

Required Minimum Qualifications

Education and Experience:

• Graduation from high school or equivalent with specialized course work in general office practices such as typing, filing, accounting and bookkeeping; and
• Six (6) months of related experience; or
• Any equivalent combination of related education and experience.

Knowledge, Skills And Abilities

• Working knowledge of computers and electronic data processing.
• Working knowledge of modern office practices and procedures.
• Some knowledge of accounting principles and practices.
• Skill in operation of listed tools and equipment.
• Ability to perform cashier duties accurately.
• Ability to effectively meet and deal with the public.
• Ability to communicate effectively verbally and in writing.
• Maintains regular and punctual attendance.

Special Requirements

• Must have a valid driver’s license by date of hire.
• Must obtain and maintain a Texas Driver’s License within 90 days of hire.
• Must be bondable.

TOOLS AND EQUIPMENT USED

Telephone, personal computer, document scanner, credit card POS system, printer, copy machine, two-way radio, fax machine, 10-key calculator, and various office equipment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is occasionally required to walk, use hands and fingers to handle, feel or operate objects, tools, or controls, and reach with hands and arms.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here 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.

The noise level in the work environment is moderately noisy.

At City of Killeen, we are committed to your health and well-being. We are proud to provide you and your family with valuable and significant benefits.

We all work together to make City of Killeen a success, and our teamwork extends to your benefits. Your health and well-being are important to us, so we provide benefit options to make your and your family’s lives better. Together, let’s invest in you.

The City of Killeen offers the following Benefits to full time employees:

• Employee Assistance Program
• Wellness Benefits
• Medical, Vision Dental
• Health Savings Account/ Flexible Spending Account
• TMRS
• 457 Deferred Retirement Account
• Short Term/Long Term Disability
• Accident/ Critical Illness/ Hospital Indemnity Supplemental Benefits

For more benefit information, visit www.killeentexas.gov

01

What best describes your highest level of education?

• Less than High School
• High School Diploma/GED
• Associates Degree
• Bachelors Degree
• Masters Degree or higher

02

How many years of customer service experience do you have?

• less than 6 months
• 6 months – 1 year
• 1-2 years
• More than 2 years
• None

03

Describe your ability to handle difficult situations that involves customer service?

04

How many years of experience do you have in general office practices such as typing, filing, accounting, bookkeeping, and assisting customers?

• None
• Less than 2-years
• 2-years to 3-years
• 3-years to 4-years
• 4-years or more

05

This position requires you to be bondable. Do you meet this requirement for this position?

• Yes
• No

06

Do you currently posses a valid drivers license?

• Yes
• No
• No, but can obtain by Date of HIre

07

Do you have at least one year of customer service experience that includes collection of cash?

• Yes
• No

Required Question

Employer City of Killeen

Address 718 N. 2nd Street

Suite B

Killeen, Texas, 76541

Phone 254-501-7687

Website https://www.killeentexas.gov/