The City of Dallas

Public city information via web browsers

Utility Customer Account Trainee - Multiple Teams

Customer SupportPosted on Nov 12

Full-timeDallas, TX, USA$21.50 - $21.78In-person

About the Job

Requirements

High school diploma or GED is required.
Basic knowledge of City of Dallas services and programs is required.
Knowledge of telephone etiquette and procedures is required.
Knowledge of customer service policies, procedures, and guidelines is required.
Ability to handle large call volumes, identify resources, and provide correct responses is required.
Ability to learn and apply policies and procedures quickly and effectively through various channels of communication is required.
Ability to receive and handle complaints, requests, and information professionally and courteously is required.
Ability to perform data entry and word processing is required.
Ability to communicate effectively verbally and in writing is required.
Ability to establish and maintain effective relationships is required.
The applicant must pass a background check.
The applicant may be required to work during inclement weather and must be available to work various shifts.

Responsibilities

Identify and respond to customer inquiries regarding utility services, account activity, billing, payments, and utility processes.
Interact with residents and assist with routine entry-level changes and corrections in the utility billing system to support accurate and efficient utility services.
Perform collection and customer-service activities, including entry-level clerical analysis, data entry related to payments received, and processing requests to open, close, transfer, and adjust accounts.
Research, investigate, and monitor utility account transactions to respond to inquiries about billing, payments, fees, adjustments, disconnects, rereads, service orders, customer-service processes, and consumption issues.
Train on the utility billing system to ensure requests can be automated and data stored in a standardized system of record.
Assist, support, and handle non-emergency customer account requests; interact with residents, take calls where appropriate, and direct inquiries to field staff.
Perform other assigned work as needed.

Desired Qualifications

Experience in high-volume customer service is highly preferred.
Experience with any billing technology platform is preferred.

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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 the City of Dallas. Under immediate supervision, interacts with residents, takes calls where appropriate, and directs inquiries to field staff.

Essential Functions

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

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

3. 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.

4. 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.

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

6. 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.

Education

High school diploma or GED.

Experience

None

Preferred

Experience in high volume customer service is highly preferred.

Experience with any billing technology platform is preferred.

Other Requirements

Subject to background check.

May be required to work during inclement weather conditions.

Must be available to work various shifts.

Salary Range

$21.50 - $21.78

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.

About the Company

The City of Dallas

Public city information via web browsers

The City of Dallas provides municipal government services and information through its official channels, including its website and public portals. It acts as a city government, offering access to permits, licenses, public records, safety alerts, and city news. The city uses online portals and data portals to deliver services and information to residents, businesses, and visitors. Its products are online government services and information resources that people access through a web interface; processes are typically self-service forms, status tracking, and data dashboards. The city differentiates itself from private tech competitors by being a public institution focused on transparency, accessibility, and accountability rather to serve the public interest rather than profit. Its goal is to provide clear, reliable information and easy-to-use services to improve city living, safety, and governance for Dallas residents and stakeholders.

Company size: 5,001-10,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Dallas, TX
Founded: 1841

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