Customer Service Representative

City of Katy, Texas

Serve Your Community. Make a Difference.

The City of Katy is looking for a friendly, dependable, and detail-oriented Utility Billing & Customer Service Representative to join our team.

This position is an important point of contact between the City and its residents. You will help customers with utility accounts, payments, billing questions, water service, garbage and recycling concerns, and other community needs. If you enjoy helping people, solving problems, and working in a professional team environment, we encourage you to apply!

Why Join the City of Katy?

As a member of the City of Katy team, you will have the opportunity to:

• Make a direct and positive impact on the residents and businesses we serve.
• Build relationships with members of the community.
• Develop valuable customer service, administrative, and utility billing skills.
• Work alongside dedicated professionals committed to serving Katy.
• Be part of an organization that values professionalism, teamwork, accountability, and excellent customer service.

About the Position

The Utility Billing & Customer Service Representative provides customer service in person and by telephone while performing a variety of clerical, administrative, and financial duties.

The successful candidate will be responsible for processing utility payments, maintaining customer accounts, answering questions, entering data, maintaining records, handling cash, and supporting the City's Utility Billing and Water operations.

What You'll Do

Your day-to-day responsibilities may include:

• Serve Customers: Answer telephone calls, greet visitors, provide information, and direct customers to the appropriate department or resource.
• Process Payments: Collect and post daily water payments, balance cash drawers, and assist with daily deposits.
• Manage Utility Accounts: Assist customers with billing, water consumption, garbage, and recycling questions.
• Process Service Requests: Handle new utility service applications, disconnect requests, billing address changes, and related account updates.
• Maintain Accurate Records: Scan documents, enter information into computerized systems, and maintain accurate customer records while protecting confidential information.
• Support Water Operations: Generate service orders for meter reading verification and assist with inquiries involving malfunctioning or leaking meters.
• Coordinate Garbage & Recycling Services: Communicate with service contractors regarding new customers, replacement carts, missed services, and related concerns.
• Support Delinquent Account Processing: Prepare delinquent bills and late notices and assist with the utility account cut-off process.
• Process Customer Deposits: Prepare deposit refund checks for closed accounts with credit balances.
• Support Electronic Billing: Update bank draft information and assist with e-bill preparation, printing, and mailing.
• Provide General Office Support: Receive packages, sort and distribute mail, prepare outgoing mail, order office supplies, and perform other administrative duties.
• Provide Notary Services: May notarize documents as authorized.
• Work as Part of the Team: Perform other duties as assigned or required.

What We're Looking For

We are seeking a candidate who is:

• Customer-service oriented and enjoys helping others.
• Professional, courteous, and approachable.
• Organized and able to manage multiple priorities.
• Detail-oriented and accurate when handling financial and customer information.
• Comfortable working with computers and standard office equipment.
• Able to communicate effectively with customers, coworkers, supervisors, and other City departments.
• Able to maintain confidentiality and exercise sound judgment.
• Comfortable handling and balancing cash.

Minimum Qualifications

Education & Experience

• High school diploma or equivalent required.
• Two (2) years of customer service or clerical experience preferred.
• An equivalent combination of education, training, and experience may be considered.
• Bilingual English/Spanish skills are preferred.

Knowledge & Skills

Knowledge of:

• Department policies and procedures.
• General office procedures.
• Data entry practices and procedures.
• Basic bookkeeping methods and practices.
• Cash handling and reconciliation procedures.

Skill in:

• Providing excellent customer service.
• Communicating clearly and professionally, both verbally and in writing.
• Establishing and maintaining effective working relationships.
• Operating computers, telephones, and standard office equipment.
• Managing and balancing a cash drawer.
• Maintaining accurate records and entering information into computerized systems.
• Handling confidential information appropriately.

License & Certification Requirements

• A valid State of Texas driver's license may be required.

Work Environment

Work is primarily performed in a standard office environment with regular interaction with members of the public.

Reasonable accommodations will be made as required for qualified individuals with disabilities.

Essential Critical Infrastructure Position

For purposes of business continuity, employees in this position are considered Essential Critical Infrastructure Workers, as defined by the Cybersecurity and Infrastructure Security Agency (CISA).

Equal Employment Opportunity

The City of Katy is committed to compliance with the Americans with Disabilities Act and Amendments Act (ADAAA) and is an Equal Opportunity Employer.

The City provides equal employment opportunities to all qualified applicants and employees in accordance with applicable federal, state, and local laws.

Join Our Team

If you are passionate about serving your community, enjoy working with people, and take pride in providing accurate and dependable service, we invite you to apply and become part of the City of Katy team.

 

This job description is intended to describe the general nature and level of work performed by employees in this classification. It is not an employment agreement and does not constitute a comprehensive listing of all duties, responsibilities, qualifications, or working conditions associated with the position. Duties and responsibilities are subject to change at any time by the employer.