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