Description

POSITION SUMMARY

Under the general supervision of the Finance Manager, the Utility Clerk is responsible for establishing, maintaining, and processing utility accounts, including water, sewer, and sanitation services, while delivering exceptional customer service and supporting all aspects of utility billing and account management.

This position serves as the first point of contact for City Hall visitors and performs a variety of clerical and financial tasks. Responsibilities include processing payments, maintaining accurate customer account records, preparing billing statements and balancing daily cash receipts. The Utility Clerk responds to billing inquiries, researches and resolves account discrepancies, and ensures timely and accurate account updates.

The role requires strong communication skills, the ability to work independently, attention to detail, and proficiency with computer systems. The Utility Clerk must be able to analyze issues, make informed decisions, and maintain positive working relationships with customers and staff. Additionally, the position provides functional and technical support for utility billing, cash collections, and related City operations.

ESSENTIAL JOB FUNCTIONS

• Provide high-quality customer service as a primary point of contact for utility customers in person, by phone, and by email.
• Process and post utility payments accurately, including cash, checks, money orders and credit cards.
• Reconcile and balance the cash drawer daily and prepare bank deposits.
• Maintain accurate and detailed utility account records, including setting up new accounts, closing accounts, and processing transfers.
• Process work orders for service connections, disconnections, repairs; coordinate with Public Works.
• Assist with billing inquiries, account research, and resolution of customer issues, including complex or sensitive concerns.
• Generate reports, statistics, and financial summaries as needed.
• Ensure confidentiality and proper handling of all customer information. Must exercise discretion and sound judgment while ensuring compliance with City policies and procedures.
• Assist with various City services at the front desk, including accepting payments for permits, facility rentals and handling general inquiries.
• Support administrative and finance staff with clerical tasks, document preparation, filing, and backup coverage.
• Manage electronic document imaging, data entry, and utility system updates, including leak detection alerts and meter readings.
• Maintain knowledge of utility billing systems, policies, and processes; assist in fiscal year-end and calendar year-end financial and reporting activities.
• Perform other duties as assigned.
• May be required to work occasional evenings or weekends based on operational needs

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES 

• Understanding of customer service practices, including communication, conflict resolution, and public interaction.
• Knowledge of City ordinances, policies, and procedures.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Strong attention to detail, accuracy, and organizational skills.
• Ability to manage a high volume of customer inquiries and prioritize tasks effectively.
• Ability to analyze issues, research accounts, and make informed decisions independently.
• Skill in working with confidential information and maintaining strict confidentiality.
• Ability to work collaboratively with multiple City departments and external vendors.
• Strong customer service skills, including patience, empathy, and conflict resolution.
• Ability to adapt to changing work demands, procedures, and technology systems.
• Ability to type 45-60 words per minute with high accuracy

ENVIRONMENTAL FACTORS AND SAFETY HAZARDS
Primarily in an indoor environment with the ability to operate outdoors when needed. May be exposed to extreme heat and cold during summer and winter months.

 TOOLS AND EQUIPMENT USED 

• Standard office equipment including multi-line telephone, computer, fax machine, copier, scanner, printer, etc.
• Fundview software – Utility billing 
• FastGovPay – Payment system
• Telephone system and multi-line communication equipment.
• Document imaging and electronic file management systems.
• Microsoft Suite

 REQUIRED EDUCATION, EXPERIENCE, AND CERTIFICATIONS  

• High School diploma or equivalent required.
• One (1) year of experience in customer service or clerical work is preferred.
• Experience handling cash and payments
• Prior experience in municipal or government operations is beneficial but not required.
• Must pass a pre-employment drug screen, criminal background check, and MVR check. 
• A Valid Class C Texas motor vehicle driver’s license and the ability to maintain a satisfactory driving record. 

PREFERRED EXPERIENCE AND CERTIFICATIONS 

• Bi-lingual capabilities are preferred
• FundView software preferred but not required

HOW TO APPLY

Qualified applicants should submit a completed City of Keene employment application, resume, and cover letter to: City of Keene – Human Resources, P.O. Box 637, Keene, TX 76059 or email to hradmin@keenetx.com. Applications will be accepted until the position is filled.

EQUAL OPPORTUNITY STATEMENT

The City of Keene is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, gender, religion, age, or disability in employment of the provision of services.