Utility Customer Account Trainee - Billing and Revenue (Dallas Water Utilities - Civil Service)

Utility Customer Account Trainee

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Job Summary

Entry level Utility Customer Account Trainee, learning and mirroring elementary level account service tasks.

Job Description

The Utility Customer Account Trainee trains to assist, support, and handle non-emergency customer account requests for the residents of the City of Dallas. Under immediate supervision, interacts with residents, takes calls where appropriate, and directs inquiries to field staff.

Essential Functions

Identifies and responds to customer inquiries regarding utility services, account activity, and billing / payment / utility process questions.

Interacts, communicates, and assists residents in processing routine entry level changes and corrections in utility billing system. To support accurate and efficient utility services.

Performs various collection and customer service activities to include entry level clerical analysis, data entry related to payments received, and processes customer requests in opening, closing, transferring, and adjusting accounts.

Researches, investigates, and monitors utility account transactions to respond to customer inquiries concerning billings, payments, fees, adjustments, disconnects, rereads, service orders, customer service processes and consumption issues.

Trains on utility billing system to ensure all requests can be automated and data stored in a standardized system of record.

Performs all other work as needed or assigned.

Knowledge, Skills, Abilities

• Basic knowledge of City of Dallas services and programs.
• Knowledge of telephone etiquette and procedures.
• Knowledge of customer service policies, procedures, and guidelines.
• Ability to handle large call volumes, identify resources, and provide the correct responses.
• Ability to learn and apply policies and procedures quickly and effectively through various channels of communication.
• Ability to receive and handle complaints, requests, and information in a professional and courteous manner.
• Ability to perform data entry and work processing.
• Skill in communicating effectively verbally and in writing.
• Establishing and maintaining effective relationships.

Minimum Qualifications :

Other Requirements

Salary Range

$19.83 - $20.94. The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.