Utilities Service Specialist - I AF Salary $15.59 - $19.49 Hourly
Location: City Hall (3200 Civic Center Circle NE) Job Type: Full Time AF Job Number: 2026-00016 Department: Utilities Division Customer Service/Billing Opening Date: 02/18/2026 Closing Date: Continuous
Position Summary: The Utilities Service Specialist-I initiates, processes and communicates utility customer requests for water and wastewater service and information; resolves customer complaints, analyzes billing records, accepts payment for water and sewer services, records transactions, and updates utility data.
Education, Training, Experience, Certifications, Licenses and Registrations
Education / higher education: High School Graduate or equivalent
Minimum number of years of related experience: One year of customer service experience in an office, call center, or retail setting.
Education and/or experience preferences: None
Driver's License requirement: Infrequent Driver -- Regular Drivers License Required
Endorsements: None
Note -- For any driver, driving record must always meet City driving and insurability standards.
Required certifications, licenses or registrations: None
Preferred certifications, licenses or registrations: None
Knowledge, Skills and Abilities
Knowledge: • Cash accounting, coding, billing, clerical and collection techniques. • Business English, spelling and elementary algebraic concepts. • Intermediate computer applications such as Word, Excel, e-mail systems and calendar management systems; ability to learn computer applications and systems as needed. • Typical office practices and procedures. • Knowledge of filing, indexing, cross-referencing, and records management. • Telephone etiquette and customer service techniques.
Skills: • Must be able to type rapidly and accurately enough to successfully produce documents/spreadsheets, communicate via e-mail, or perform data entry as necessary to accomplish the essential functions of the position (must test at or above 30 net words per minute). • Use of technology, equipment and software typically used in the office environment. • Accurate handling monetary transactions, data entry, and operation of standard office equipment, which includes computer, calculator, fax, and/or copier/scanner. • Make arithmetic and mathematical calculations quickly and accurately; accurately proofread numerical and text data. • Understand and follow oral and written instructions. • Organize, coordinate and complete tasks to meet scheduled deadlines. • Perform necessary procedural matters without immediate supervision. • Working with customers, especially those who are irate in an escalated situation.
Abilities: • Learn water and wastewater ordinances. • Communicate in a clear, concise, tactful and prompt manner both in oral and written communications. • Interpret oral and written instructions. • Multi-task: navigate multiple programs at one time. • Keep records and prepare reports. • Use sound judgment and problem solving techniques. • Acquire in-depth knowledge of department programs, policies, procedures and processes; Acquire in-depth knowledge of the mainframe computer systems utilized by the City; Maintain complex records efficiently and accurately and to prepare clear and concise reports; Maintain confidentiality of information processes or prepared; Conduct research and basic analysis of special projects; Establish and maintain effective, professional working relationships with other City employees, elected officials and the public; Demonstrate sound judgment in resolving problems that do not need the supervisor's immediate attention within the department's policies and procedures and City ordinances on a daily basis.
Interaction with Groups/Agencies/Entities: Internal: Works with other Division Managers, Utility Billing Specialist, Utilities Service Specialists and other Utility staff. External: Works with staff in other departments and division, developers, builders, banks, courts and utility customers.
Essential Functions:
The following functions are typical for this position. The omission of specific functions does not exclude them if the work is similar, related or a logical assignment for this position. Other duties may be required and assigned.
• Provide high-level customer service and assist customers while adhering to Privacy Act Law. • Talk with customers by phone in a call center environment or in person, receive and process orders for new accounts, water service activations, discontinuance, or change in service. • Review status and/or findings of service orders requested by customers. • Analyze account information, answer inquiries and resolve complaints from the public. • Addresses customers' billing concerns or service rendered, adjusts customer accounts when warranted, and refers complaints of service failure to designated divisions for investigation. • Navigate multiple computer programs while interacting with customers. • Maintain electronic records specific to the area of assignment and utilize these records to perform a variety of research activities. • Input all necessary customer data and maintains all reports and registers. • Analyze or reviews and tracks delinquent accounts, notify Utilities Service Specialist-II if payment arrangements are not kept, recommends turn off due to non-payment. • Work with delinquent customers to establish special payment plans and/or refer customer to charitable organization for financial assistance. • Flags customer account; works with customer on establishment of new account; brief Customer Service Manager on customer's payment status. • Analyze customer accounts to determine the Winter Quarter Average rates to calculate wastewater charges for upcoming year. Makes adjustments if necessary. • Perform cash receiving and cash accounting processes. • Process refunds of deposits, final bill credits, and transfer final credit or debit balances to active accounts. • Determine charges for service requested, prepares change of address records, and issue discontinuance service orders. • Collect utility payments for water and sewer services, initial service payments, deposits for new service. • Sort, open, distribute and process mail and night box payments. • Accept and review Water Conservation Rebate Applications, submit to Conservation unit for final approval, then process rebate monies to customer accounts. • Notify Contract Operator by phone and email of all leaks and/or main breaks reported to the Customer Service operations. • Produce service orders for field inspection and resolution. Relay findings to customer or requesting department.
Do you have a High School diploma or GED? Yes No
Do you have one year experience in an office, retail or call center setting? Yes No
Required Question Employer: City of Rio Rancho Address: 3200 Civic Center Circle NE Rio Rancho, New Mexico, 87144 Phone: 505-896-8750 Website: https://rrnm.gov/