Billing Customer Service Representative

Position Summary

The Billing Representative I provides front line customer care and billing support for Water District Services served communities. This role handles inbound calls and service requests, processes payments and adjustments under guidance, resolves routine billing questions, and updates customer accounts to ensure accurate, timely bills.

Key Responsibilities

Answer inbound calls/emails/chats; authenticate customers and document interactions in billing software

Process payments, set up autopay, and provide balance/usage information per policy.

Submit and track service requests (re reads, move in/move out, start/stop, leaks) and simple billing adjustments for approval.

Research routine bill questions (read dates, rates, late fees) using SOPs and knowledgebase; escalate as needed.

Update account profiles, mailing addresses, exemptions, and contact preferences; maintain accurate notes.

Protect customer data and follow payment security and privacy requirements.

Qualifications

1–2 years of customer service or call center experience; utilities experience a plus.

Proficiency with Microsoft 365; ability to learn billing systems and follow documented SOPs.

Clear communication, empathy, and problem solving; accurate data entry and attention to detail.

Education & Certifications

High school diploma or equivalent required.

Skills & Competencies (CLEAR Values)

Collaboration — partners with Customer Care, Field Operations, Metering, and Finance to resolve issues quickly.

Leadership — takes ownership of outcomes

Excellence — maintains accurate records and audit ready documentation; follows SOPs and controls.

Accountability — meets cycle deadlines, quality targets, and service levels; uses KPIs to drive improvement.

Respect — communicates clearly and professionally with customers and colleagues.

Work Environment & Physical Requirements

Office environment with extended screen time. Peak workloads during billing cycles and month end close.

Must be bilingual in English/ Spanish

Job Type: Full-time

Pay: $17.00 - $22.00 per hour

Benefits:

- 401(k)

- Dental insurance

- Health insurance

- Life insurance

- Paid sick time

- Paid time off

- Vision insurance

Ability to Commute:

- Tomball, TX 77375 (Required)

Ability to Relocate:

- Tomball, TX 77375: Relocate before starting work (Required)

Work Location: In person