Billing Clerk/Customer Service Representative

General Purpose:

The Billing Clerk/Customer Service Representative assists the Fort Collins-Loveland Water District’s (FCLWD or the District) customers regarding their utility services and processes customer billings. Reports directly to the Controller.

Essential Functions:

• Assists customers over the telephone and in person with a wide variety of questions, requests, and complaints regarding their water services and / or utility bills.
• Assists customers with delinquent accounts by counseling about payment options and nonsufficient fund checks.
• Interacts with a wide variety of customers whose behavior may range from pleasant, to embarrassing and disconsolate, to verbally threatening and abusive.
• Processes telephone or in-person customer requests for starting, stopping, and transferring their services through the use of a complex computer program.
• Processes customer requested credit/debit card payments.
• Works with title companies in requesting final estimate requests.
• Assists customers with requests for and problems with budget billing and electronic payment issues.
• Corrects account problems by reviewing account information and generating service orders if needed.
• Completes service orders by data entry to the computer system.
• Prepares utility billing statements by reviewing exceptions and posting reports.
• Transfers data to third party printing companies for processing.
• Maintains billing records by filing billing reports.
• Processes customer’s discontinuation of service due to a delinquent account.
• Enters and/or verifies meter/radio change outs.
• Gathers meter reads for final move in and move out tickets.
• Enters and/or verifies Automated Clearing House (ACH) Agreements.
• Tracks and maintains water assignment forms.
• Uses meter reading software to upload/download information to aid with customers and the billing process.
• Posts payment batches daily consisting of electronic files and manually keying in payments.
• Enters and /or verifies new accounts (new taps) into the billing system.
• Set accounts up on ACH by data entry.
• In the month of November, settles the budget billing accounts and reviews and resets the monthly amounts due.
• Informs customers of potential water leaks through phone calls, emails, or direct mailers.
• Covers the front desk and related duties, as requested.
• Other duties as required and necessary to ensure the success of the organization.

Supervisory duties:

• None.

Knowledge, skills and abilities:

• Ability to consistently promote, support, work, and act with an expectation of agency in a manner in support of the District’s mission, vision, and values.
• Ability to handle a wide variety of customers whose behavior may range from pleasant, to embarrassing and disconsolate, to verbally threatening and abusive.
• Proficient computer skills and use of ten-key by touch.
• Ability to learn specialized software.
• Knowledge of basic math with the ability to think logically and solve problems.
• Organizational skill and ability to plan and manage multiple tasks in a fast-paced environment.
• Ability to work well under pressure and meet deadlines.
• Ability to communicate effectively and diplomatically with customers, co-workers, and District employees in person, over the phone, or through written correspondence.
• Ability to follow written and oral instructions.
• Ability to consult with others in the department and interpret printed or electronic data on a daily basis.
• Ability to work independently and to establish and maintain effective working relationships with other employees and the public.

Additional Requirements/Licenses/Certifications:

• Must have reliable transportation.

Material and equipment directly used:

• This role routinely uses standard office equipment such as a computer, multi-line telephone system, photocopier, printer, scanner, postage meter, and calculator.
• Microsoft Office software.

Physical Activities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required; it would require the ability to reach for and lift files, open filing cabinets and bend or stand on a stool as necessary. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Work primarily involves a high degree of visual and/or mental concentration.
• Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.

Education:

• High School Diploma or General Education Diploma (GED) equivalent is required.

Experience:

• Minimum one (1) year work experience in a billing related / fast-paced customer service setting required.
• Basic knowledge of Microsoft Word and Excel is required.
• Requires calculator / 10-key use by touch is required.
• An equivalent combination of education and experience may be substituted on a year for year basis.

Working environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Work is generally performed in an indoor professional office environment.

Passing pre-employment screening will be required prior to the start of employment.

Benefits:

• We offer a competitive benefits package including medical, dental, vision, and HSA and retirement benefits with District match. Find out more by visiting our website: https://fclwd.com/who-we-are/careers/

Job Type: Full-time

Pay: $26.06 - $36.78 per hour

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $26 - $37