Customer Care Representative - Utility Billing

Full Salary Range:  $19.97 - $28.95 Hourly

Anticipated Hiring Range:   $19.97 - $28.01 Hourly

Why do I see two salary ranges?

The City of Greeley in compliance with Colorado state law, includes a salary range for all positions posted.  This law is intended to improve wage transparency.  The City of Greeley, in support of wage transparency, posts both the full salary range for each position (what you might anticipate your earnings could be if you work for the City of Greeley for some time), as well as the anticipated hiring range (the range within which the City anticipates making an offer).  The actual offer extended will be based on your years of relevant experience, education, certifications and potentially other factors.  

City of Greeley's Total Rewards

The City of Greeley is committed to providing a comprehensive total rewards program that supports employees in their work by encouraging excellence and investing in employee development and recognition. This philosophy is grounded in fiscal responsibility, organizational effectiveness, and employee safety and well-being, ensuring the responsible stewardship of public resources while offering meaningful and comparable rewards. This approach ensures that the city remains an attractive, inclusive, and rewarding work environment, while also effectively serving the community.

Benefits: This position is benefits eligible. Please view our benefits guide here. 

Job Summary:

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. 

Experience, Knowledge, Skills:

Minimum 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.

Preferred:

• 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

Knowledge, Skills, and Abilities:

• Knowledge of accounting principles and record keeping best practices
• Knowledge of customer service standards, including needs assessment, problem resolution, and customer satisfaction.
• Strong customer service skills, including active listening, de-escalation, and a professional, friendly demeanor.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Proficient in Microsoft Office, Adobe, Utility Billing software, and capable of learning new systems.
• Strong organizational skills with the ability to meet deadlines, manage schedules, and coordinate tasks.
• Excellent verbal, written, and listening skills.
• Strong grammar, proofreading, and formatting skills with attention to detail.
• Ability to work independently with sound judgment and collaboratively with diverse teams.
• Ability to handle multiple tasks, shift priorities, and remain effective under pressure.
• Demonstrates initiative, problem-solving, and a positive attitude.
• Ability to maintain professional conduct and appearance.
• Skilled in preparing reports, briefings, and presentations.
• Ability to work effectively with individuals from diverse backgrounds.
• Knowledge of Colorado municipal structures and ability to navigate politically complex environments.

Travel:  Standard Local Travel - This position requires occasional local travel within the County.  Employees may be expected to walk or drive short distances to attend meetings, trainings, or perform work at other City buildings or partner sites.

 Essential Functions:

• 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.

Supervisory Responsibilities:  N/A

Work and Physical Requirements:

Work Environment:

• Safe to minimal hazards that are typically found in general office environment where there is rarely, little, or no exposure to injury or accident.

Physical Requirements:

• Light to moderate physical effort that includes frequent standing or walking or maintaining arms and hands in the same position for repetitive tasks. Frequently works with light objects and light hand tools.
  • Example(s): Can be asked to pick up bills from another department, the box of bills may weigh up to 15lbs. Once a year all files are taken to the storage area and are filed accordingly, boxes may weigh about 50 lbs.

EOE Statement: The City of Greeley provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

ADA Statement: We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting.  Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: HR@Greeleygov.com .

Conditions of Employment: Candidates must successfully complete all pre-employment screenings and employment eligibility verification. Pre-employment screenings include a drug test, a background and national sex offender search, a motor vehicle record search, and for some positions, a physical demands evaluation. For more information about City policies and practices during the recruitment process, including but not limited to EOE, Reasonable Accommodation, and pre-employment screenings, please visit our career page HERE.

Salary : $20 - $29