Customer Solutions Representative

General Purpose: Perform complex administrative tasks to support the Finance Department, including managing utility accounts, providing customer service, and staying updated on City ordinances and procedures. Work independently under the Customer Solutions Supervisors’ supervision in a general office environment. Duties are shared among team members.

Supervision: Reports to the Customer Solutions Supervisor and Finance Director. No direct supervision of others.

Essential Job Duties:

• Serve as the primary point of contact for walk-in and phone inquiries, ensuring accurate information and efficient routing to appropriate staff.

• Facilitate online account setup and troubleshooting for walk-ins.

• Assist in reading and interpreting customer meter reads and usage reports.

• Backup for utility billing, vendor coordination, and overdue account collections.

• Handle utility accounts for new construction or final billing.

• Assist with fiber account setup and billing.

• Maintain accurate records and files; ensure property owner information is current.

• Perform tasks on computer systems (word processing, spreadsheets, databases).

• Assist other departments as needed and perform Notary Public duties.

• Maintaining email communication in WaterSmart conversations.

• Ensure financial accuracy by performing daily cash drawer and payment balancing.

Knowledge, Skills, & Abilities:

• Understanding of municipal operations, records management, and basic accounting.

• Strong communication skills, both verbal and written.

• Ability to manage multiple tasks under pressure and meet deadlines.

• Strong communication, dexterity, and mental agility for detail-oriented tasks.

• Proficient with office equipment and software (Google Workspace, Caselle, Sensus, WaterSmart, etc.).

• Professional demeanor and problem-solving skills.

Qualifications:

• High school diploma or GED (accounting/bookkeeping coursework preferred).

• Two years of administrative experience, preferably in a municipal setting.

• Equivalent experience and training considered.

• Bilingual Spanish/English communication skills are desirable and would be an asset in this position, but are not required.

Physical Requirements:

• Ability to perform tasks involving lifting up to 20 lbs, bending, and using office equipment.

Work Environment 

Position performs in a typical office setting with appropriate climate controls.  Tasks require a variety of physical activities, generally involving minor muscular strain, such as walking, standing, stooping, sitting, and reaching. Talking, hearing and seeing are necessary to perform essential functions.  Rapid work speed required to perform keyboard operations.  Common eye, hand, finger, dexterity required.  Mental application utilizes memory for details, verbal instructions, emotional stability, critical thinking and some creative problem solving.

Travel Requirements

• The employee must possess and maintain a valid Idaho driver’s license and proof of valid insurance.

• Some local travel required.

Disclaimer

Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing a significant safety threat to self or others.  The above statements are intended to describe the general nature and level of work being assigned to this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of individuals in the job. This job description is not an employment agreement and/or an expressed or implied employment contract. Management has the exclusive right to alter this job description at any time without notice.