Customer Care Representative - Utility Billing

City of Greeley•Greeley, CO

7h•Onsite

About The Position

This position is part of the Utility Billing team in the Water & Sewer Department. The Customer Care Representative will provide high level customer service by assisting customers (both internal and external) by phone, email or in person to meet customer needs by being responsible for receipt and data entry of utility bills, fees, licenses, sales tax, bus passes, loan payments and receivables, set up payment arrangements, direct customers and answer a wide variety of questions, annually assist with the Food Tax Rebate Program (4-month program) accepting and approving applications.

Requirements

High School diploma or equivalent
Two (2) to five (5) years of relevant experience
One (1) year of experience in a high-volume customer service environment
One (1) year of experience using 10-key calculations by touch
One (1) year of experience entering data using a keyboard and/or automated accounting system
OR
A combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job may be considered by the hiring authority
AND
Possession of a valid driver’s license.

Nice To Haves

Coursework in bookkeeping and related accounting practices
At least one (1) year of experience handling cash and reconciling cash and check receipts
Bilingual in English/Spanish

Responsibilities

Issues pet licenses and bus passes
Directs incoming mail and packages to the appropriate department.
Edits, calculates, and mails billing statements; identifies and resolves account issues such as leaks or misapplied payments.
Creates final reads, applies surcharges, and processes title company and tenant/owner billings.
Handles cash and electronic payments, balances cash drawer daily, and prepares deposits.
Processes payments through multiple channels (lockbox, bill-pay, and e-bill) and corrects errors as needed.
Assists customers in person, by phone, and email regarding account inquiries, complaints, service changes, and new service setup.
Establishes new accounts and determines eligibility for payment arrangements within guidelines.
Adjusts accounts for billing errors, leaks, or qualified exemptions.
Prepares and delivers delinquent notices, shut-off tags, and processes final billings.
Researches returned checks and applies related fees; initiates service disconnection if necessary.
Processes work orders, updates meter and transponder information, and sends leak notifications.
Completes ownership and tenant changes following property sales or lease updates.
Balances daily utility billing adjustments with financial software and verifies accuracy.
Responds to customer requests and refers complex issues to supervisor or accounting staff.
Communicates with departments daily regarding shutoffs, payments, deliveries, and service coordination.
Applies reasoning to resolve issues using established procedures and professional judgment.
Engages in monthly team follow-ups to address ongoing issues and projects.
Uses discretion and judgment when addressing customer concerns, sometimes offering options to prevent service disruption.
Performs other duties as assigned.