Customer Service Representative – Utility Billing

POSITION SUMMARY:

The Customer Service Representative performs a variety of general office and accounting duties in maintaining varied fiscal records and systems for the City, including processing payments and account inquiries, preparing monthly billing, providing front desk and telephone customer service, and providing transactional and historical records upon request.

ESSENTIAL FUNCTIONS:

Processes online, mail-in, phone, and in-person payments for utilities, licenses, taxes, and other fees.
Answers questions regarding billing and utilities in a timely fashion while retaining a friendly and empathetic demeanor, may transfer outside calls to the appropriate department.
Interacts regularly in a professional manner with internal and external customers from diverse backgrounds and with varying degrees of communication skills.
Establishes and maintains effective, collaborative working relationships with City employees, supervisors and the general public.
Processes, posts, and enters payment and refund information for residential and commercial accounts, maintains accurate records of all transactions.
Provides information to title companies for closings and communicates with Electric and Water Department field technicians to verify meter reads.
Prepares year-end schedules for auditors and provides other data, reports or information as requested, keeps complete records throughout the year in anticipation of audits and reviews.
May train, orient or assist fellow employees as needed.
OTHER DUTIES: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

CORE COMPETENCIES:

Motivated self-starter with the ability to assess current work processes and suggest improvements where appropriate.
Able to prioritize tasks in a busy office environment with interactions, distractions, and foot traffic.
Demonstrates organizational skills with the ability to work efficiently to meet deadlines.
Able to establish and maintain effective, collaborative working relationships with City employees, supervisors, and the general public.
Able to follow oral and written instructions, and seek clarifying information when necessary for tasks that have critical impact or outcomes.
Able to operate office equipment, including a ten-key, dual monitors, phone transfers, paper folding/stuffing equipment for large mailings.
Willing to sit for long periods of time, perform repetitive tasks, and constantly remain alert.
Demonstrates a growth mindset, critical thinking, and a willingness to constantly learn and grow.
POSITION REPORTS TO: Utilities and Payroll Manager

DIRECT REPORTS ASSIGNED: 0; non-supervisory position

JOB LOCATION: City Hall, 101 8th St., Glenwood Springs, CO

FLSA STATUS: Non-Exempt

CATEGORY: Fulltime

HOURS: 40 hours per week