Utility Billing Customer Service Representative

Join the City of Casper as a Utility Billing Customer Service Representative! In this vital front-line role, you'll be the friendly and knowledgeable first point of contact for residents, assisting with utility payments and water service inquiries—in person, by phone, through the mail, and via our website. You’ll be part of the Financial Services Department, helping to keep operations running smoothly and providing excellent service to our community.

Responsibilities

• Greet and assist customers with questions about water service, billing, account changes, and more.
• Receive and process payments through multiple channels (in person, by mail, phone, and online).
• Maintain accurate records and customer accounts.
• Balance a cash drawer daily and follow all financial procedures.
• Support internal departments by routing inquiries and sharing information.
• Perform routine clerical duties such as filing, copying, data entry, and report generation.
• Respond to routine requests for information, including utility service requests and billing concerns.
• Assist customers with establishing and maintaining utility accounts, including processing changes of service, explaining billing policies, handling delinquent accounts, and researching adjustments or refunds.
• Maintain a prompt courier schedule to pick up and deliver outlying City deposits to the bank.
• Enter information into databases and computerized systems; file documents and locate missing files.
• Perform various routine clerical duties using standard office equipment.
• Provide general customer service regarding fees, policies, and facility information.
• Run standard reports according to established timelines.
• Represent the City of Casper professionally and courteously in all interactions.
• Perform other duties of a similar nature or level.

Requirements

• High school diploma or equivalent (G.E.D.) required.
• Strong communication skills—both verbal and written.
• Confidence using computers, databases, and modern office equipment.
• Basic math skills and attention to detail.
• Ability to manage time and prioritize work.
• Positive, helpful, and professional demeanor.
• Adaptability and willingness to learn new systems and procedures.
• Ability to organize records in an easily retrievable fashion.
• Ability to work on multiple tasks simultaneously, both in person and on the phone.
• Ability to maintain confidentiality and handle sensitive information.
• Ability to accurately proofread numerical and text data.
• Ability to type documents at a reasonable speed.
• Flexibility with assignments that may change.
• Ability to prepare clear, accurate, and concise reports.
• Ability to follow written and verbal instructions and direction.
• Ability to establish and maintain effective working relationships.
• Knowledge of customer service principles, record keeping, and file management.
• Proficiency in operating modern office equipment and software applications.
• Valid Wyoming driver’s license preferred.

Schedule

Full-time position, Monday through Friday.

Physical Requirements

• Positions in this class typically require stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, seeing, and repetitive motions.
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Work is primarily performed indoors in a front desk/counter environment with common office noises (telephones, copiers, printers).
• Frequent sitting, typing, and customer contact, both by telephone and in person.