City of Corpus Christi · 3 hours ago
Resolution Specialist - Utilities Billing Office
Corpus Christi, TX
Full-time
Onsite
Entry Level
$17/hr - $20/hr
2+ years expCity of Corpus Christi is seeking a Resolution Specialist for their Utilities Billing Office. The role involves establishing new utility services, resolving billing disputes, and assisting customers with payment plans and low-income assistance programs.
GovernmentHealth CareProfessional Services
Responsibilities
Research non-routine and complex customer claims of billing disputes
Maintain above average knowledge of the City’s complex billing system and rate structure to recognize problems on utility accounts that would contribute to billing or other account inaccuracies or abnormalities
Be familiar with all billed City Services and keep abreast of changes to the Utility Rate structure, City’s Code of Ordinances, and policies/procedures that affect customer bills
Assist customers in understanding the complex billing system
Troubleshoot with other City Departments to resolve customer issues related to billing
Issue work orders to correct any errors or malfunctions with City’s utility metering equipment
Provide customer follow up by calculating and preparing requests for bill adjustments, refund requests, or bill corrections as needed
Possess above average knowledge of up to 13 software programs used to verify and corroborate information provided by customers such as personal identification, account balances, bills, leases, settlement statements, deeds, etc., to prevent fraudulent account activity
Work closely with property owners, property managers, title companies and tenants, and use discretion based on information provided for determining if accounts can be established
Protect the identity of the customer and process verification to stay in compliance with Red Flag police
Work alongside internal departments to ensure work orders are verified and completed in a timely manner
Make suitable payment arrangements or extensions for customers to avoid disconnection of services and subsequent collection activity
Follow established policies and procedures set forth by management
Collect and minimize financial losses by enforcing collection policies and procedures for customer accounts disconnected for nonpayment
Monitor delinquent payment arrangements and take necessary collection action if agreements are not kept to date
Monitor delinquent utility accounts and submit work orders for disconnection of services
Report unauthorized usage of utility services and coordinate with Utility Code Enforcers and Utility Code Assistants to schedule disconnection of services
Act as dispatcher for the Utility Code Enforcers when out in the field
Confirm payments or arrangements made with collection agency to ensure proper collection
Confirm payments or arrangements made for all court ordered payment arrangements
Screen customer for eligibility for low-income assistance programs available and make appropriate referrals
Work closely with various local agencies, receive and notate commitment memos to customer accounts sent in from area agencies, and code accounts to prevent disconnection of services pending payment assistance
Counsel customers on water and gas conservation to help improve awareness of usage
Review accounts for eligibility enrollment into the Operation Heat Help Program
Review for Low Income Street Maintenance Fee
Provide a higher level of customer service to act as a final resolution for referrals from other City departments such as, but not limited to, Utility Call Center, Development Servies, Central Cashiers, SMF, Solid Waste, Gas, and Water Department
Communicate effectively, verbally and in writing, with the public
Demonstrate thorough understanding of all City Services in order to resolve any and all issues referred to the Utility Resolution Department
Interact with the public under very stressful situations and maintain composure and resolve issues by deadlines
Must be able to handle escalated cases with potentially aggressive and/or irate customers
Possess a sense of calmness in an environment with a very high stress level
Perform other related duties and fulfill responsibilities as required
Qualification
Required
High School Diploma/GED
Two (2) years of experience
Flexibility to work evenings, weekends, and holidays is a schedule requirement
In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services
Criminal Background Check: Yes
Motor Vehicle Record Check: Yes
Drug Screening: Yes
Physical Exam: Yes
Company
City of Corpus Christi
City of Corpus Christi's mission is to deliver municipal services which meet the vital health, safety and welfare needs of the residents.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Constance Sanchez
Chief Financial Officer
Michael Armstrong
CIO
Recent News
EIN Presswire
2025-08-14
Company data provided by crunchbase