Utility Customer Service Specialist III (INTERNAL POSTING)

Posting Details

Applicant View of Posting

Posting Number
4332P

Position Title
Utility Customer Service Specialist III (INTERNAL POSTING)

Department
Finance

Job Code
01219

FLSA Status
Non-Exempt

Union Code/Affiliation
Unrepresented

Division
UTILITY CUSTOMER SERVICE (FINANCE)

Job Description Summary

The purpose of this position is to serve as a lead for work processes, including managing pledge imports and approvals, budget billing, and new construction accounts. The role also supports supervisors by maintaining training materials and procedural guidelines, training new hires, and conducting quality assurance reviews of emails, phone calls, and cash drawer audits. The position also provides coaching recommendations based on these evaluations.

Essential Duties and Responsibilities - The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description

MUST BE A CURRENT CITY OF COLUMBIA, MISSOURI EMPLOYEE.

• Trains and mentors new hires; monitors all types of interactions to ensure compliance with established standards.

• Serves as the primary point of contact and provides oversight for pledge and budget billing processes.

• Provides daily oversight for new construction accounts.

• Processes advance payment reviews, payment corrections, account updates, and resolves transaction batch errors.

• Analyzes data to identify trends and inform process improvements.

• Assists with software support tickets and with system upgrade testing.

• Delivers customer service via phone, email, online applications, and in-person.

• Maintains accurate records.

• Explains utility services, rates, and rules to customers.

• Develops procedures, guidelines, and training materials.

• Designs and facilitates training.

• Regular attendance is a necessary and essential function.

• Performs other duties as assigned.

Supervisory Responsibilities

• No supervisory authority. Work requires providing guidance and training to others. This position may oversee work quality, training, instruction, and work assignments.

Human Collaboration and Job Impact - This area describes the personal interaction with others outside direct reporting relationships as well as the impact the job has on organization, the department or unit objectives, the output of services, or employee or public satisfaction

• Interactions may result in decisions regarding the implementation of policies. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may involve stressful, negative interactions with the public, requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.

• Interactions have a significant impact on the organization in terms of time, money, or public/employee relations.

Fiscal Responsibility

• Position has moderate fiscal responsibility.

• May be responsible for managing division budget, billing, accounting of funds, and/or handling and balancing of cash.

Education and Experience - An equivalent combination of education, training and experience will be considered

• Education and Experience
• High School diploma or equivalent.

• Associate degree in Accounting, Finance, or Business preferred.

• 3 to 5 years of experience in customer service, cashiering, accounting, billing, or administrative support.

Licenses or Certifications

• None.

Knowledge, Skills and Abilities which may be representative, but not all-inclusive of those commonly associated with this position

Knowledge of:

• City ordinances, policies, and procedures.

• Billing and construction programs.

• Generally accepted accounting procedures and principles.

• Billing and payment software.

• Utility bills, rates, and related policies and procedures.

• General office practices and administrative procedures, records management, and administration techniques and procedures.

• Common business software applications such as Microsoft Office and Google Apps.

Skill in:

• Applying active listening and asking questions for understanding.

• Communicating verbally and in writing to meet the needs of the audience.

• Resolving conflict.

• Providing training and guidance to others.

• Organizing and managing time effectively.

• Prioritizing and managing multiple interruptions effectively.

• Utilizing relevant software to research and access information.

• Typing and/or data entry with minimal errors.

• Maintaining detailed and accurate records.

Ability to:

• Provide high levels of effective customer service.

• Handle difficult and stressful situations with professional composure and maintain effective interpersonal relationships.

• Regularly use a computer, software, phone, and related office equipment.

• Focus on tasks.

Work Environment - Environmental or atmospheric conditions commonly associated with the performance of the functions of this job

Work Environment:

• Office or similar indoor environment - Frequently/Often

Exposures:

• Individuals who are hostile or irate - Sometimes

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• This position is relatively free from unpleasant environmental conditions or hazards and is generally sedentary.

• Incumbents may be required to exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly have to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Hours/Days

Monday - Friday 8:00am - 5:00pm

Starting Salary
$23.26 - $28.60 hourly; Minimum - Midpoint; Commensurate with training and education.

Pay Grade
107

Number of Positions Available
2

Deadline to Apply
10/22/2026

Open Until Filled
No

Special Instructions to Applicants

Approved by Budget/CM/HR on 10/5/2026

Notice to Applicants

Individuals needing accommodation to apply may call 573.874.CITY (2489)

TTY: 711 (MO RELAY)

THE CITY OF COLUMBIA IS A MERIT, AFFIRMATIVE ACTION, EQUAL OPPORTUNITY EMPLOYER: MALE / FEMALE

THE CITY OF COLUMBIA REQUIRES PRE-EMPLOYMENT DRUG TESTING

The City of Columbia participates in the federal E-Verify work authorization program