Utility Customer Service Coordinator

SALARY: $30.0548 – $37.4037, Hourly (DOE&Q) NON-EXEMPT
OPENING DATE: 09/25/2025
CLOSING DATE: Open Until Filled

JOB SUMMARY
In compliance with the City and departmental policies, provide a broad range of assistance to citizens and departments. The Utility Customer Service Coordinator will assist the utility representatives with questions from customers regarding utility services and monitor complaints through resolution. The Utility Service Coordinator will assist with utility inquiries and provide other assistance as directed by the Assistant Director of Utility Services. Assists manage, and provide technical, skilled work in the planning, operation, and oversight of the utility service representatives of the Utility Department – Customer Service Division including resolving water billing issues and concerns, provide complex staff assistance to the Assistant Director of Utility Services while providing a high-level of quality to customers.

SUPERVISION RECEIVED AND EXERCISED

Receives direction from the Assistant Director of Utility Services and the Director of Utility Operations.

Exercise direct and indirect supervision over maintenance and clerical staff.

EXAMPLES OF IMPORTANT RESPONSIBILITIES AND DUTIES
Essential and other important duties and responsibilities may include, but are not limited to the following:

Performance of required and assigned duties in an efficient, effective and confidential manner.

Interfaces with customers and departments to discuss and resolve complex issues when needed.

Coordinate and monitor complaint resolution with citizens and departments as the point of contact if the issue cannot be resolved by a Utility Service Representative.

Enforce department work rules and regulations.

Provide information to various civic, school, and public groups and individuals regarding utility services.

Assist in timely and proper response to complaints regarding utility service, properly evaluate situations to determine potential causes of problems; explain findings to property owners through the use of various media, including Blackboard, door tags, and direct customer contact.

Handle complex and sometimes controversial policies and procedures.

Work with Customer Service Billing Supervisor and Utility Account Clerks to address customer complaints and concerns regarding utility services.

Work with the Meter Service Supervisor and Meter Service Workers to address customer complaints.

Ensure the implementation of policies and procedures and routine processes are followed by Utility Service Representatives.

Provide full support to Utility Service Representatives.

Monitor customer service phone calls to ensure the calls are answered and calls are returned in a timely manner.

Ensure all documentation for accounts are noted for each account.

Ensure customer records are filed consistently and according to records retention.

Conduct regular training sessions and meetings with the customer service employees.

Assist employees with Tyler Munis Software.

Train new employees and temporary employees in processes, procedures, and billing software.

Perform related duties as assigned by the Assistant Director of Utility Services.

Maintain mental capacity which allows the capabilities to:
• exercise sound judgment and rational thinking under circumstances
• evaluate various options and alternatives and appropriate and reasonable course of action
• prepare complex policies and recommendations
• effectively supervise personnel
• operate effectively in an economically and culturally diverse environment

Maintain physical condition which will allow the capability to perform the following:
• running, walking, or standing for extended periods
• climbing stairs or ladders
• inspecting projects on varying terrain and with inherent obstacles

Maintain effective audio-visual discrimination and perception for:
• making observations
• reading and writing
• operating necessary and assigned equipment (non-construction)
• communicating orally or verbally with others

QUALIFICATIONS

Knowledge of:

Applicable Federal, State, and local laws and regulations.

Procedures and techniques of budget preparation and administration.

Principles of personnel administration, supervision, and training.

Ability to:

Train clerical staff.

Plan, organize, assign, and schedule a variety of technical and operational programs.

Develop and administer sound department policies.

Analyze, interpret, summarize, and present administrative and technical information and data in an effective manner.

Interpret applicable laws, rules, and regulations.

Communicate effectively, both orally and in writing.

Establish and maintain cooperative working relationships with those contacted in the course of work.

Experience and Training Guidelines
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way would be:

Experience:
Five (5) years of supervisory experience in utilities or customer service.

Training:
A combination of training, education and experience equivalent to an associate’s degree in business administration, accounting or a closely related field.

License or Certificate:
Possession of an appropriate Texas driver's license.

Utility Customer Service Coordinator – Utility Operations - Posting #25-059.

CITY OF PORT ARTHUR
Attn: Hiring Manager
P.O. Box 1089
Port Arthur, Texas 77641-1089
(EEO/AA/V/F/RC/H)
The City of Port Arthur is an Equal Employment Opportunity Employer