Utility Service Representative (Bilingual)

SALARY: $19.7201 – $24.4434, Hourly (DOE&Q) NON-EXEMPT
OPENING DATE: 07/29/2025
CLOSING DATE: 08/04/2025

JOB SUMMARY
In compliance with the City and departmental policies, provide a broad range of assistance to citizens and departments. The Utility Service Representative will answer questions regarding utility services and monitor complaints through resolution. The Utility Service Representative will assist with utility inquiries and provide other assistance as directed by the Utility Office Manager.

SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from the Utility Office Manager; may also receive direction from the Director of Utility Operations.

May exercise lead, functional or technical supervision over temporary staff or other Utility Service Representatives as directed.

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.

Coordinate and monitor complaint resolution with other departments.

Assist customers in utility account inquiries.

Prepare a variety of correspondence, reports, memoranda and data for the Utility Operations and/or other City departments.

Analyze problems and concerns in the customer service area and develop reports/recommendations for resolution.

Handle complex and sometimes controversial policies and procedures.

Respond and/or coordinate response to difficult and sensitive citizen complaints and requests for information.

Assist the public over the telephone in a courteous manner in a wide range of areas.

Perform a wide variety of general clerical work including, but not limited to, creating and maintaining accurate and detailed records and files, verifying accuracy of information, directed research, analyzing discrepancies, preparation of documents and recording information.

Enter necessary data into the computer system for utility billing.

Understand and execute oral and written instructions.

Represent the department at federal, state, or regional meetings, activities, and/or conferences.

Complete special projects as assigned, coordinate projects with government agencies and the public as required.

Prepare and sort utility bills for mailing.

Issue water utility service work orders (e.g., leak adjustments, cut-ons, cut-offs, service transfers, etc.) and enter required information into the computer system.

Maintain mental capacity which allows the capabilities to:

• exercise sound judgment and rational thinking under stressful circumstances.
• evaluate various options and alternatives and choose an appropriate and reasonable course of action.
• prepare complex policies and recommendations.
• effectively train personnel.
• operate effectively in an economically and culturally diverse environment.

Maintain physical condition which will allow the capability to perform the following:

• running, walking, crawling, or standing for extended periods of time
• climbing stairs or ladders
• moving loads of approximately 25 - 50 pounds

Maintain effective audio-visual discrimination and perception for:

• making observations
• reading and writing
• operating necessary and assigned equipment.
• communicating with others

Dispatch work and resolve problems on 2-way base radio.

QUALIFICATIONS
Knowledge of :
Business letter writing and report preparation.

Proper telephone etiquette and complaint handling techniques.

Office equipment including, typewriters, copiers, personal computers, calculators, printers, burster, and mailing scale (for bill preparation).

Principles of effective public relations and interaction with economically and ethnically diverse populations, community groups and agencies, private business and firms, and other levels of government.

USPS procedures for bulk mail.

English usage, spelling, grammar, and punctuation.

Record keeping and reporting procedures.

Ability to :
Work effectively and harmoniously with co-workers and citizens.

Handle assignments with a minimum of direct supervision.

Communicate effectively, both orally and in writing.

Sustain close visual and mental attention in the performance of routine work.
Understand and follow oral and written instructions.

Maintain confidentiality in the performance of duties.

Perform simple mathematical operations and calculations.

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 :
Two (2) years of increasingly responsible clerical or para-professional experience.

Training :

Must have completed the twelfth grate and possess a high school diploma or have a GED.

Additional training in the clerical, or other related field at a post-secondary educational institution.

License or Certificate :
Possession of an appropriate Texas Driver’s License.

Utility Service Representative - Water Utilities - Posting #25-040.

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