Customer Service Representative

Salary: $16.37 - $18.62 Hourly
Location : Victoria, TX
Job Type: Full-Time
Job Number: 23-00567
Department: Finance and Accounting
Division: Utility Billing Office
Opening Date: 12/08/2025
Max Number of Applicants: 50

JOB SUMMARY

The Customer Service Representative provides frontline support to customers by processing account changes, assisting with billing inquiries, and coordinating utility service activities. This role ensures accurate account maintenance, timely resolution of customer concerns, and effective collaboration with internal departments.
PRINCIPAL DUTIES AND RESPONSIBILITIES

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:
Customer Account Management
• Process new accounts, transfers, and service discontinuations in person, by phone and electronically.
• Update and maintain customer account information, including address changes, meter reading notes, and completed work orders.
• Monitor and update delinquent accounts; process extensions and maintain payment arrangements.
• Manage fire hydrant meter accounts.

Customer Service & Support
• Assist customers with questions regarding utility services, billing, and account status.
• Research and resolve billing discrepancies and service-related issues.
• Provide coverage and operational support during employee absences.

Administrative & Operational Tasks
• Create work orders, schedule appointments, and manage customer service data using software such as Impresa, Sensus Analytics, and Cityworks.
• Maintain records, forms, and files in accordance with organizational retention practices.
• Prepare reports and perform accurate mathematical calculations as needed.

Interdepartmental Coordination
• Collaborate with multiple City of Victoria departments to coordinate service-related activities and ensure accurate associated charges.
PHYSICAL AND ENVIRONMENTAL CONDITIONS

Work is performed in a standard office environment.
REQUIRED QUALIFICATIONS
• High school diploma or GED equivalent and two (2) years of clerical or customer service experience; or an equivalent combination of education, training, and experience.
• A valid state driver's license is required.
• Applicable local, State, and Federal laws, regulations, and ordinances.
• Customer service principles and etiquette.
• Office practices and procedures.
• Records maintenance and retention.
• Basic accounting practices.
• Professional and tactful interaction with staff, outside agencies, and the public.
• Accurate mathematical computation.
• Organization and prioritization to meet deadlines.
• Data entry and typing with speed and precision.
• Operation of standard office equipment.
• Record keeping and report preparation.
• Clear verbal and written communication.
• Build effective working relationships.
• Performs related duties as required or assigned.
The City of Victoria offers a complete benefits package to full-time employees that includes but not limited to: health, dental and vision insurance, Flexible Spending Account (FSA), Health Savings Account (HSA), Texas Municipal Retirement System (TMRS) with a 2:1 City match, short and long-term disability, holidays, vacation, sick leave, paid parental leave, longevity pay and credit union.

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Please visit the Human Resources Department's benefits page for more details.
01

Do you have a High School Diploma or GED?

• Yes
• No

02

Do you have a valid Driver's License?

• Yes
• No

03

How confident are you in handling customer interactions professionally?

• Very confident
• Somewhat confident
• Not confident

04

How many years of customer service do you have?

• Less than 1 year
• 1-2 years
• 2-3 years
• 3+ years

05

Do you have experience interacting with customers to explain development regulations and resolve concerns?

• I have extensive experience working directly with customers to explain complex development regulations and have successfully resolved a wide range of concerns in a professional manner.
• I have moderate experience interacting with customers, addressing their concerns, and providing explanations of development regulations when needed.
• I have limited experience working with customers, but I have assisted in addressing concerns and explaining basic regulations.
• I currently do not have experience interacting with customers to explain development regulations or resolve concerns.

06

How do you approach providing excellent customer service, especially in challenging situations?

• I remain calm, listen attentively to their concerns, and apologize for their frustrations
• I focus on understanding their issue, then clearly explain potential solutions.
• I escalate the issue to a supervisor to ensure it is resolved quickly
• I prioritize following policies, procedures, and municipal codes while addressing the customer's concern, even if it means explaining limitations.

Required Question

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