Utility Customer Service Representative
: Job Details :

Salary: $22.91 Hourly Location : 1 Gary K Anderson Plz Decatur, IL Job Type: Full-Time Benefited Employee Job Number: 18-00389 Department: Financial Management - Union Division: Utility Customer Service - Union Opening Date: 08/06/2025 Closing Date: 8/17/2025 11:59 PM Central Job SummaryStarting Pay: $22.91/hour Increases to: $24.97/hour after 6-month probation Are you passionate about delivering exceptional customer service in a fast-paced environment? The City of Decatur is building a hiring register for the Utility Customer Service Representative position. While no immediate openings exist, this register will be used to fill future vacancies over the next two years. As a Utility Customer Service Representative, you'll be the first point of contact for customers, helping them start or stop utility services, manage their accounts, and address inquiries. Candidates who successfully complete the data entry assessment, written examination, and oral interview will be placed on the hiring register.. Enjoy a generous package of perks including:

• Competitive Benefits: 14.5 paid holidays (including 2 personal days), vacation and sick leave, health insurance, and an excellent pension plan.
• Dedicated Health Center: Free employee and dependent care services including checkups, labs, chronic condition management, and many prescription.

Key ResponsibilitiesCustomer Service & Account Management

• Provide customer service via face-to-face, phone, radio, email, and mail regarding billing, payments, metered usage, rates, and policies.
• Address customer inquiries, complaints, and correspondence.
• Maintain and update customer accounts, ensuring accuracy and processing changes, such as starting/stopping service or updating billing information.

Billing & Payment Processing

• Export, process, and distribute utility bills daily.
• Correct billing errors, research payments, and generate payment arrangements.
• Set up billing routes, process meter readings, and generate/print bills.

Delinquent Accounts & Collections

• Compile daily lists of delinquent accounts, assess late fees, and initiate service shutoffs as necessary.
• Post completed shutoff orders to the system and maintain accurate records.
• Research unpaid bills, issue collection letters, and send accounts to collection agencies.
• Maintain bankruptcy records, update account status, and manage write-offs after discharge.

Service Orders & Meter Management

• Enter and manage service orders for water turn-ons/offs, usage investigations, and meter readings.
• Review and file completed meter department tickets and update account records accordingly.

Administrative & Documentation Tasks

• Analyze and process incoming documents from citizens and departments, scanning and saving as needed.
• Provide customers with financial assistance information and process agency requests.
• Handle documentation for new accounts, inactivations, and financial adjustments.

Qualifications and Preferred Skills

• Excellent oral and written communication skills.
• Proficient in alpha-numeric data entry (minimum 5000 keystrokes/hour with 90% accuracy).
• Skilled in Microsoft Office Suite and Windows-based systems.
• Knowledge of office practices, procedures, and standard office equipment.
• Ability to understand and efficiently use the utility billing system.

Desired Training and Experience

• High school diploma or equivalent
• Experience in customer service operations
• Considerable experience with modern office procedures
• Associate degree or post-secondary education preferred

Sponsorship for Employment The City of Decatur does not provide sponsorship for employment visa status (e.g., H-1B). To be considered for regular employment with City of Decatur, applicants must be currently authorized to work in the United States on a continuous basis. More DetailsExamination Process The examination process will consist of the components listed below. The combination of the written examination and oral interview will constitute 100% of the final examination score.

Data Entry Test. All applicants must take an alpha-numeric data entry test. A speed of 5000 keystrokes per hour with at least 90% accuracy is required for this position. The data entry test will be graded on a pass-fail basis.

Written Examination. Applicants who pass the data entry test will be required to take a written examination tailored to this position. Applicants are required to score at least 70.00% .

Oral Interview Applicants passing the written test must pass an oral interview with a minimum score of 70.00%.

Veteran Points Applicants passing the written test and oral interview may be eligible to receive 5.00 veteran preference points added to their final examination score.

Seniority Points Applicable persons passing the written test and oral interview will receive 0.50 seniority preference points for each full year of continuous City of Decatur AFSCME service. A maximum of 10.0 points may be added to the final examination score.

The City of Decatur is accepting applications to establish a hiring register for Utility Customer Service Representative. There are no current vacancies; however, this register will be used to fill openings that may occur over the next two years. Candidates must complete a skills assessment, written examination, and oral interview to be placed on the register. Only those who successfully pass all components will be eligible for future consideration. To Apply If you thrive on helping others, have strong decision-making skills, and want to make a difference in your community, this is the perfect opportunity for you! Complete an application at the link below with all requested relevant information. Incomplete applications will be rejected. All candidates are subject to a pre-employment drug screen, physical, and background check post-offer. The City of Decatur is a drug-free workplace, including marijuana. SICK LEAVE: 1 day per month granted, accumulative to 240 days. VACATION: 10 days after 1 year of service; 15 days after 7 years of service; 20 days after 14 years of service; 25 days after 20 years of service; 1 additional duty day per year after 25 years of service (to a maximum of 30 duty days) HOLIDAYS: New Year's Day Labor Day Martin Luther King's Birthday Veterans Day Presidents' Day Thanksgiving Day Good Friday Day After Thanksgiving Juneteenth Christmas Eve (half day) Memorial Day Christmas Day Independence Day Two Unscheduled Holidays PENSION: Employees of the City of Decatur contribute to the Illinois Municipal Retirement Fund (IMRF) at the rate of 4.5% per pay. The City of Decatur also contributes a percentage for the employee each pay. Employee contributions are refundable if employment ends before retirement. OTHER: The City offers a three-tier health insurance plan for employees and their dependents. Employees contribute toward the monthly premium for single coverage and/or family coverage through payroll deduction. The City provides group life insurance in the amount of $20,000 for each employee at no cost to the employee. Dependent coverage is offered. Employees may purchase additional term life on a voluntary basis. Employees may also purchase additional term life insurance sponsored by IMRF. Employees may participate in a voluntary group dental and vision insurance plan. Deferred compensation is also available. To learn more details click to view AFSCME Local 268 collective bargaining agreement.