Customer Service Rep - Billing Emphasis

Job Summary:

The Water Use and Billing Specialist supports the District's commitment to exceptional customer service, accurate utility billing, responsible water stewardship, and customer water-use education. This position is responsible for processing monthly water and wastewater billing, assisting customers with account and water-use inquiries, and supporting the District's water conservation and water-loss reduction initiatives. The position also supports and promotes the District's customer water usage portal by driving enrollment, assisting customers with portal access and use, helping customers monitor water usage and leak notifications, and encouraging the use of water-efficiency and account management tools. The ideal candidate is detail-oriented, adaptable, leadership driven, technologically proficient, and able to communicate effectively while supporting both customer needs and District operational goals.

Essential Duties and Responsibilities:

Prepares and processes monthly water and wastewater billing statements, including reviewing meter read files, verifying account accuracy, assessing applicable fees and services, processing final bills, and coordinating electronic and mailed billing statements with third-party vendors. Provides customer service support by reaching out and responding to customer questions and concerns regarding billing, water usage, leaks, service requests, payment programs, e-billing, and online customer portal services. Promotes customer engagement tools including Auto Pay, e-billing, and customer water-use monitoring resources. Reviews, updates, and maintains CityWork orders, billing records, customer account information, and related documentation to ensure accurate billing, reporting, and operational tracking. Performs administrative, clerical, and customer support duties including maintaining files, preparing reports, recording data, drafting correspondence, assisting District personnel with special projects, and performing other duties as assigned. Supports the District's water conservation and water-loss reduction efforts by identifying unusual consumption patterns, coordinating high-usage and leak investigations, creating service and CityWork orders for meter technicians, and assisting customers with water-efficiency awareness and follow-up communication. Assists with the administration, support, promotion and marketing of the District's customer water usage portal, including customer education, account assistance, troubleshooting, communication efforts, and ongoing customer engagement initiatives related to water-use awareness and conservation tools. Assists and provides support across the department as needed, including collaboration with New Accounts, Accounts Receivables, Collections and Data Auditor position to ensure operational continuity, position coverage by learning duties and timely completion of departmental responsibilities. General Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The requirements of this position provide that the employee work in a safety sensitive manner and should carry out his/her duties as such.

Prior Work Experience:

At least two years of job-related prior experience.

Education and Training:

High school diploma or equivalent required. Additional job-related technical training preferred. Licenses, Certifications, Etc.: Valid Utah driver's license

Overall Effort and Work Location:

Must be able to withstand occasional periods of moderate physical or mental activity. Must be able to work a predictable and consistent schedule. Occasional, but infrequent, overtime may be required. Minimal travel for training or other meetings.