Utility Services Specialist

Utilities Billing Specialist

Welcome to the career page for the City of Fulshear! We are a dynamic and growing city located in Fort Bend County, Texas, just west of Houston. Our city is committed to providing exceptional services to our residents and maintaining a high quality of life. We are seeking dedicated individuals who share our passion for serving the community and making a positive impact. As an employee of the City of Fulshear, you will have the opportunity to work in a supportive and collaborative environment, and to contribute to the overall success of the city.

General Summary

Under the direction of the Utilities Director, this position acts as a backup to the Customer Service Representatives (CSRs) and serves as the knowledge base specialist for utility-related questions. It requires familiarity with the entire billing process, from meter reading through data input and consumption / billing issues. Responsibilities include processing late fees and cut-off notices, reviewing ACH packets before submission for processing, and handling all daily payments. This position also resolves escalated billing disputes and addresses inquiries related to consumption and billing concerns, ensuring accurate and efficient utility service operations. This position exercises no supervision.

Essential Job Functions

Essential duties and responsibilities may include, but are not limited to, the following :

• Manages and monitors utility records, including meters, meter readings, and service requests.
• Conducts detailed analysis of utility billing accounts, consumption trends, financial data, and economic indicators, generating reports as needed.
• Reconciles revenues, reviews consumption data, and ensures accurate billing processes.
• Oversees and processes monthly utility billing, penalties, and service disconnections.
• Maintains and updates meter records, processes service requests, and verifies new account entries.
• Identifies and resolves account discrepancies, recommending improvements to billing procedures, documentation, and fees.
• Responds to customer inquiries regarding billing, payments, meter readings, rate charges, and service issues.
• Reviews and processes utility service orders, ensuring accuracy and compliance.
• Handles payment transactions, balances cash drawers, and prepares bank deposits.
• Provides customer service by assisting callers, responding to emails, and supporting in-person inquiries.
• Ensures regular and consistent attendance during assigned work hours.
• Serves as an essential employee during emergencies, ensuring continuity of City operations.
• Acts as a backup to Customer Service Representatives (CSRs), assisting with billing inquiries and account maintenance.
• Reviews ACH payment packets and oversees daily payment processing.

The physical demands and environmental conditions 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. Work performed is primarily light work, exerting up to 20 pounds of force occasionally, and / or up to 10 pounds of force constantly to move objects. While performing the duties of this job, the employee is regularly required to sit, stand, and handle or operate standard office equipment. The employee is frequently required to talk or hear. Specific vision abilities required by this job include close vision. Work is performed in an office environment and involves exposure to normal everyday risks typical of offices.

Minimum Qualifications

Education, Training and Experience Guidelines : Work requires possession of a high school diploma or GED (required); an associate degree in a related field is preferred. Candidates must have 1-3 years of experience in utility billing, customer service, financial processing, or a related field. An equivalent combination of education and experience that provides the required knowledge, skills, and abilities may be considered. Knowledge / Skills / Abilities : Knowledge of : Utility billing processes, meter readings, and account reconciliation. Financial data analysis, revenue reconciliation, and consumption reports. City policies, procedures, and regulations related to utility services. Customer service principles and best practices for handling billing inquiries and complaints. Payment processing, cash handling, and bank deposit procedures. Emergency response protocols and essential employee responsibilities. Skills in : Analyzing and interpreting financial and utility data to identify trends and discrepancies. Operating billing and financial software systems accurately and efficiently. Handling multiple tasks while maintaining attention to detail and meeting deadlines. Communicating effectively, both verbally and in writing, with customers, colleagues, and stakeholders. Resolving customer concerns professionally and diplomatically. Processing transactions, managing accounts, and maintaining financial records. Ability to : Maintain accurate utility records and ensure compliance with billing policies. Provide clear and effective customer service while addressing billing inquiries and concerns. Interpret and apply policies, procedures, and regulatory guidelines to daily operations. Work independently while collaborating effectively with team members and other departments. Adapt to changing circumstances and remain composed in high-pressure situations. Ensure regular and consistent attendance and fulfill essential employee duties during emergencies.