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Utility Clerk and Customer Service Specialist 19750 County Road 31, Gilcrest, CO 80623 $18 - $23 an hour - Part-time Apply with Indeed

POSITION SUMMARY

The Utilities Clerk is responsible for performing administrative, clerical, financial, and customer service functions associated with the Town of Gilcrest's municipal utility services, including water, wastewater, and other applicable utility accounts. This position serves as a primary point of contact for residents, property owners, businesses, and contractors regarding utility accounts, billing, payments, service requests, and account inquiries. The Utilities Clerk maintains accurate customer records, processes utility transactions, coordinates service activities with the Public Works Department, and assists in ensuring the timely and accurate administration of municipal utility operations. The position requires strong organizational skills, attention to detail, confidentiality, professionalism, and the ability to communicate effectively with the public.

ESSENTIAL DUTIES AND RESPONSIBILITIES 1.

Utility Billing and Account Administration Prepare, review, calculate, and process monthly utility billing statements for residential, commercial, and other municipal utility accounts. Maintain accurate utility account records, including customer information, service addresses, meter numbers, billing histories, account adjustments, and payment records. Establish new utility accounts, process account closures, and coordinate transfers of service associated with changes in property ownership or occupancy. Enter and verify meter readings, investigate irregular readings, and coordinate meter rereads or inspections with Public Works personnel. Identify and research billing discrepancies, unusual consumption patterns, incorrect charges, and account irregularities. Calculate and apply applicable utility rates, service fees, penalties, adjustments, credits, and other authorized charges in accordance with adopted Town ordinances, resolutions, and fee schedules. Prepare final utility bills and coordinate account settlements for property transfers, service terminations, and other account changes. Maintain records of outstanding balances, delinquent accounts, payment arrangements, and collection activities. Generate billing reports, account summaries, consumption histories, and other utility-related records as requested. 2. Customer Service and Public Assistance Serve as a primary point of contact for residents, property owners, businesses, and contractors regarding utility services. Respond to telephone calls, emails, written correspondence, and in-person inquiries in a timely, courteous, and professional manner. Explain utility rates, billing procedures, payment requirements, service policies, and applicable municipal regulations. Research and resolve customer billing complaints, account discrepancies, and payment concerns. Assist customers with establishing, transferring, or discontinuing utility services. Provide information regarding payment options, account balances, due dates, late fees, and delinquency procedures. Assist residents experiencing high water consumption, suspected leaks, meter concerns, or unusual utility charges. Maintain professionalism and composure when assisting dissatisfied or frustrated customers. Document customer interactions, complaints, service requests, and resolutions when appropriate. Refer complex, disputed, or policy-sensitive matters to the appropriate supervisor. 3. Payment Processing and Financial Reconciliation Receive, record, and process utility payments made by cash, check, electronic payment, or other authorized methods. Accurately apply payments to customer accounts and maintain supporting transaction records. Prepare daily payment reports, cash receipts, deposit documentation, and transaction summaries. Balance cash drawers and reconcile utility payments against billing system records and financial reports. Research and correct misapplied payments, duplicate transactions, unapplied credits, and account discrepancies. Assist with bank deposit preparation and reconciliation procedures. Maintain accurate documentation of refunds, credits, adjustments, and account corrections. Coordinate with the Town Treasurer or designated financial personnel to resolve discrepancies between utility billing records and the Town's accounting system. Support internal controls designed to safeguard public funds and ensure accurate financial reporting. 4. Delinquent Accounts and Collections Monitor utility accounts for overdue balances and delinquent payments. Prepare and distribute late notices, delinquency notices, and other required customer correspondence. Calculate and apply authorized late fees and penalties. Maintain accurate records of delinquent accounts, customer communications, payment arrangements, and collection efforts. Coordinate authorized service disconnections and reconnections with Public Works personnel in accordance with applicable Town policies and legal requirements. Process payments and account updates necessary to restore utility services. Assist with preparation of delinquent account reports, collection summaries, and other documentation. Refer unresolved accounts or collection matters to the appropriate administrative personnel. 5. Public Works Coordination and Service Requests Coordinate with the Public Works Department regarding utility service connections, disconnections, meter readings, meter replacements, and service concerns. Receive, document, and communicate customer reports of water leaks, service interruptions, sewer backups, meter malfunctions, and other utility-related issues. Prepare and track service orders, work requests, and follow-up communications. Notify appropriate Public Works personnel of urgent utility concerns. Maintain records of completed service orders and update customer accounts as necessary. Coordinate administrative activities associated with new utility connections, meter installations, and service modifications. Assist with communicating planned utility interruptions, maintenance activities, and other service-related notifications to affected customers. Maintain effective communication 6. Records Management and Reporting Maintain organized, accurate, and accessible utility records in accordance with applicable municipal records retention requirements. Enter, update, and verify information within the Town's utility billing and financial software systems. Prepare routine and special reports concerning utility accounts, consumption, payments, delinquency, and customer activity. Assist with responding to records requests in coordination with the Town Clerk or other authorized personnel. Protect confidential customer and financial information in accordance with applicable laws and Town policies. Identify and report inconsistencies, incomplete records, or procedural deficiencies requiring administrative attention. Assist with utility billing audits, financial reviews, and records reconciliation. Maintain electronic and physical files, correspondence, forms, and supporting documentation. 7. General Administrative and Municipal Support Perform general office duties, including answering telephones, preparing correspondence, scanning documents, maintaining files, and assisting visitors. Assist with the preparation and distribution of public notices, utility correspondence, and informational materials. Support other administrative personnel during periods of increased workload, staff absences, or special projects. Assist with updating utility-related forms, procedures, and customer information materials. Maintain familiarity with applicable Town ordinances, resolutions, policies, and administrative procedures. Participate in staff meetings, training opportunities, and operational improvement initiatives. Identify opportunities to improve customer service, billing accuracy, recordkeeping, and administrative efficiency. Perform other related duties as assigned, consistent with the position's responsibilities and qualifications.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Must have extensive knowledge of Caselle General municipal government operations and public utility administration. Utility billing practices, customer account management, and payment processing. Basic accounting, cash handling, financial reconciliation, and internal controls. Office administration, records management, and customer service procedures. Microsoft Office applications, including Word, Excel, and Outlook. Computerized billing, accounting, and customer information systems. Applicable municipal ordinances, utility policies, and records retention requirements.

Ability to:

Perform mathematical calculations and financial transactions accurately. Maintain detailed records with a high degree of accuracy and confidentiality. Research and resolve account discrepancies and customer concerns. Communicate clearly, respectfully, and effectively with residents, coworkers, contractors, and public officials. Manage multiple assignments, deadlines, and interruptions while maintaining accuracy. Exercise sound judgment and recognize matters requiring supervisory review. Interpret and apply established policies, procedures, and fee schedules. Work independently while maintaining effective coordination with other departments. Adapt to changing priorities, technology, and municipal operational needs. Maintain a professional and service-oriented approach in challenging situations.

MINIMUM QUALIFICATIONS

Education:

High school diploma or GED required. Additional public administration experience preferred.

Experience:

One year of experience in customer service, administrative support, billing, bookkeeping, cash handling, or a related field preferred. Experience in municipal government, utility billing, or public-sector financial administration preferred. Experience using Caselle and Microsoft Office applications preferred. An equivalent combination of education, training, and experience demonstrating the required knowledge, skills, and abilities may be considered.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Work is primarily performed in a municipal office environment involving frequent interaction with the public, computer use, telephone communications, and routine administrative activities. The position requires the ability to sit or stand for extended periods, operate standard office equipment, communicate effectively, and occasionally lift or move office materials weighing up to 25 pounds, with or without reasonable accommodation. The employee may occasionally encounter challenging customer interactions and must maintain professionalism while following established workplace safety and customer conduct procedures.

PERFORMANCE EXPECTATIONS

The Utilities Clerk is expected to: Maintain accurate and timely utility billing and customer account records. Process payments and financial transactions with integrity and accountability. Provide responsive, courteous, and consistent customer service. Follow applicable Town ordinances, policies, procedures, and financial controls. Communicate effectively with supervisors, coworkers, Public Works personnel, and residents. Protect confidential information and safeguard municipal resources. Demonstrate reliability, professionalism, sound judgment, and attention to detail. Contribute positively to the efficiency and effectiveness of Town operations.

GENERAL STATEMENT

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. It is not intended to represent an exhaustive list of all duties, responsibilities, or qualifications. Duties may be modified or reassigned based on the operational needs of the Town of Gilcrest, consistent with applicable law and Town policies.

Pay:

$18.00 - $23.00 per hour Expected hours: 15.0 - 25.0 per week

Benefits:

Flexible schedule

Work Location:

In person