Senior Customer Service Representative – Utility Billing

CITY OF LOVELAND, COLORADO
Published
January 8, 2022
Location
Loveland, CO
Job Type
 

Description

Responsible for back up of the delinquency, collections, and billing activities and the personnel who are responsible for the customer service and billing operations for utility services, provides guidance, training and assistance to Utility Billing staff, and acts as the primary backup for the Customer Service / Billing Supervisor. The salary range for this position is $22.31- $32.40 per hour with a hiring range of $22.31 - $27.36, depending on qualifications and experience.

Position will close to applicants on: Monday, 1/24/22 at 12:00 P.M. M.S.T.

ESSENTIAL JOB FUNCTIONS:

  • Manage and maintain delinquent accounts, billing records and service orders, review accounts on various daily/weekly reports to ensure accurate account information, delinquent notices and shut-off lists, billing statements and escalated delinquent customer issues.
  • Demonstrate a good understanding of the customer service and billing functions, as well as final billing policies and procedures for the utility billing operations.
  • Review, calculate and process adjustments to customer accounts for leaks.
  • Process credit refunds by reviewing reports and account history.
  • Coordinate and work with W&P staff to process and track Electric/Water Meter sets through data entry to the computer system.
  • Responsible for the balancing of the bank draft file, and ensures the file is transmitted by the deadline.
  • Supervise customer service / billing staff, including assigning projects, scheduling, training, monitoring progress, reviewing work completed, and appraising performance.
  • Work with City personnel from other departments, outside agencies and/or contractors on issues related to delinquent accounts and utility billing issues.
  • Back up personnel who process returned checks, as needed.
  • Provide advice in response to coworkers' questions on delinquent account and billing issues. Maintain accurate statistical records pertaining to delinquencies and meter sets.
  • Back up customer service / billing specialists with customer service/billing duties when needed. Assist customers with a wide variety of questions, complaints and requests related to their utility billing account, start/stop utility service, explanation of services provided, budget billing, delinquencies, billing statements, and adjustments., through the use of a complex computer program.
  • Answer staff questions and assist with escalated customer issues.
  • Maintain excellent customer relations through the use of interpersonal skills and observation of customer and staff needs.
  • In the absence of the Customer Service / Billing Supervisor: organize coverage and workflow, process time sheets, handle all escalated customer issues, answer staff questions, intercede with staff disputes, and respond to management requests.

OTHER JOB FUNCTIONS:

Make recommendations for improvements to customer service and billing policies and procedures. Complete special projects and other duties as assigned.

SUPERVISORY DUTIES:

This position is responsible for supervision of City employee(s). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees: planning, assigning and directing work; appraising performance; rewarding and ensuring accountability; addressing complaints and resolving problems.

JOB QUALIFICATIONS:

Knowledge, skills and abilities:

Ability to communicate effectively and diplomatically with the general public and coworkers in situations which involve conflict resolution. Ability to understand and resolve complex customer account inquiries. Proven independent problem solving and conflict resolution necessary. Ability to work effectively in a fast-paced environment. Basic word processing skills required; basic spreadsheet skills preferred. Ability to follow verbal and written instructions, maintain confidential information and multi-task. Ability to learn quickly and develop a good understanding and use of customized software.

Core competencies:

Accountability, Integrity, Transparency & Honoring the Public Trust, Collaboration, Innovation, Safety, Excellent Service with Courtesy and Kindness

Job specific competencies:

Performance Management, Decision Making, Job Expertise, Time Management

Education and/or expertise :

Three (3) years of previous work experience in a fast-paced, high stress phone and face-to-face customer service position required, including one (1) year in a utility billing office. 10-key by touch proficiency required. Bilingual (English & Spanish) preferred.

Material and equipment directly used :

Telephone, computer, printer/copier/fax, calculator

Working conditions and physical requirements :

Work is generally performed in an office environment and may require bending and kneeling, sitting for extended periods of time, reaching and repetitive keyboard and/or mouse motion. Light physical effort required by moving and positioning objects up to 20 pounds occasionally and/or up to ten (10) pounds frequently. Occasional need to enter and exit a full-sized pick-up truck multiple times in a day. Flexibility in working hours and lunch times required for coverage and job duty purposes.

This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

With over 300 days of sunshine, and just 30 miles from Rocky Mountain National Park in the heart of northern Colorado, Loveland is an ideal community for anyone to call home. Known as the Sweetheart City, this vibrant cultural hub is home to nearly 500 sculptures and public art installations, the world-famous Valentine Remail Program, and picturesque views of the Rocky Mountains. The community is bustling with a thriving arts, brewery, foodie and shopping scene. Enjoy headliner concert and theatre productions, professional hockey events, endless community recreation and open space opportunities, art and sculpture shows, and several local festivals. Loveland also boasts an award-winning golf course and an inclusive library and community center. Loveland, Colorado has EVERYTHING YOU LOVE!

In 2020, Loveland was the only Colorado City to win the Governor's Award for Downtown Excellence, is the top residential recycling City in the state for 4 consecutive years and has been ranked as one of the top places to live, work and raise a family in the U.S. and as one of the Most Idyllic Picturesque towns in America.

Apply today to join more than 800 employees who work to meet the core values of: Accountability & Integrity, Transparency & Honoring the Public Trust, Collaboration, Innovation, Safety, Excellent Service with Courtesy and Kindness. The City of Loveland is a diverse and welcoming community organization and our employees enjoy a competitive benefits program, various opportunities for growth and development, and an exceptional work-life balance.

A vibrant community, surrounded by natural beauty, where you belong!

Benefit Eligible Benefits Package Includes:

  • Two (2) medical plans, Dental, Vision (for self/ spouse/ children)
  • Employee Health & Wellness Center (self/family)
  • Paid vacation, holidays, and medical leave
  • Flexible spending including Dependent Care
  • Life Insurance, AD&D, Short-term and Long-term disability, and voluntary Critical Illness Coverage
  • Retirement 401a, 457, Roth (pre-& post tax) and company match
  • Comprehensive Employee Assistance Program
  • Voluntary 529 College Invest program
  • Personal and Professional Development opportunities
  • Discounted recreation passes
  • Employee recognition program
  • Exceptional work-life balance
  • Market based pay & regular performance reviews
  • Local Government employment is eligible for Public Loan Forgiveness Program

Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions.

The City of Loveland provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local law.

A criminal history background check will be obtained pre-employment.

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