Utility Customer Service Specialist, City of Woodruff
• Greet and assist walk-in customers, and answer incoming phone calls and emails directed to City Hall.
• Provide accurate information about city services, ordinances, fees, and procedures, or direct inquiries to the appropriate department.
• Set up, transfer, and close water, sewer, and sanitation utility accounts for new and departing residents and businesses.
• Process utility payments, permits, licenses, fines, and other city fees; balance daily cash drawer and receipts.
• Explain utility billing statements, rate schedules, deposits, late fees, and payment plan options to customers.
• Research and resolve utility billing disputes, including high-bill inquiries, meter reading discrepancies, and adjustment requests.
• Coordinate with the utility billing and public works departments on meter readings, service orders, and connect/disconnect requests.
• Process requests for utility service disconnections for non-payment, and reconnections once payment or arrangements are made.
• Issue and track work orders for utility service turn-ons, turn-offs, and meter checks.
• Receive, process, and route applications for permits, licenses, and public records requests.
• Maintain accurate customer records and update account information in the city's utility billing and records systems.
• Resolve routine customer complaints and concerns; escalate complex or sensitive issues to a supervisor as needed.
• High school diploma or GED required
• Strong verbal and written communication skills, with the ability to explain policies and procedures clearly to the public.
• Excellent interpersonal skills and the ability to remain calm, patient, and courteous under pressure.
• Strong attention to detail and accuracy when handling payments, records, and data entry.
• Ability to multitask and prioritize in a busy, walk-in service environment.
• One to two years of customer service experience preferred; experience in a municipal, government, or utility billing setting strongly preferred.
• Experience with utility billing software, cash receipting systems, or account management systems preferred.
• Basic math skills for handling cash transactions, balancing receipts, and calculating utility billing adjustments.
• Ability to read and interpret utility rate schedules, billing cycles and account histories.
• Ability to work effectively both independently
• Proficiency with Microsoft Office (Word, Excel, Outlook) and ability to learn municipal and utility billing software systems.
• Valid driver's license may be required depending on assignment.
• Must be able to pass a background check as a condition of employment.
Interested candidates should submit a completed City of Woodruff employment application on the City’s Website, along with a resume, to City Hall by emailing resume to rphillips@cityofwoodruff.com.