Hiring Range: $23.68 - $25.75 hourly

Work Schedule: Generally, 40 hours per week – typically 8:00 am-5:00 pm Monday-Friday, with some evening meetings and occasional weekend events as needed.

NATURE OF WORK
As a member of the Utility Billing Division, the Utility Billing Coordinator I position performs various complex and high-volume customer service and administrative support functions. This position serves as the first contact for customers regarding inquiries in person, on the phone, and via digital communication. This individual serves as a representative between the town, the public, and outside agencies. Work is performed with minimal supervision. The individual must exercise independent judgment with responsibility for accuracy, timeliness, completeness, and assurance of proper quality control according to established procedures.

The individual in the Utility Billing Coordinator I is responsible for clearly articulating town information, accurately collecting monies, and coordinating administrative functions for utility billing. Most importantly, the individual solves problems and responds with tact, composure, and courtesy even when encountering contentious circumstances and assists individuals who may be experiencing significant stress.

Individuals in the position are required to perform work in a manner consistent with and exemplary of the town’s PRIDE philosophy and the town’s Equal Employment Opportunity policy.

SUPERVISION RECEIVED
Individuals work under the direct supervision of the Utility Billing Supervisor to carry out assigned duties, functions, roles, and projects in both routine and complex circumstances.

SUPERVISION EXERCISED
No supervisory responsibilities or control exercised.

ESSENTIAL JOB FUNCTIONS

The individual in the Utility Billing Coordinator I role is assigned specific assignments, job duties, scope, authority, responsibility, roles, and requirements as determined by the town, department, division, and pursuant to laws, regulations, and practices. Incumbents in this position must be able to successfully perform, be responsible for, and/or assist in fulfilling many job functions and duties with or without reasonable accommodations.

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all-inclusive:

Utility Billing System/Reporting

Coordinates and processes utility billing and payments for monthly utility services.
Calculates bills for discontinued utility accounts for water, storm, and sewer services.
Coordinates setup and maintenance of customer utility accounts for water, storm, and sewer services. Prepares customer correspondence for new accounts.
Maintains billing and rate records associated with internal and external customer accounts.
Reconciles and verifies online payments, produces, and reconciles batch payments received via mail, reviews and analyzes billing to ensure accuracy, makes corrections and changes as needed, and updates records.
Perform collection functions on disconnected accounts; process water liens; review accounts daily that are to be tagged for shut-off due to non-payment.
Coordinates the scheduling of work orders and completion of data entry to ensure accurate and timely completion of the utility billing process.
Responds to and resolve difficult and sensitive citizen inquiries and complaints related to utility billing.
Researches and collects information on operational and administrative problems, analyzes findings, and makes reports to supervisor.
Searches databases, records, and files to retrieve information.
Assist with formulation and enforcement of internal controls and provide support to internal and external auditors.
Develops and maintains timely procedures for utility bills, delinquent billing reminders, and service disconnects.
Understand detailed water, water reclamation, stormwater, and solid waste charges and explain programs to customer's satisfaction; understand different rate schedules and billing structures and be able to explain them appropriately.
Serves as a representative between the town and the general public and outside agencies including responding to requests for information and assistance, resolving issues, drafting routine responses, screening complaints, ensuring proper response by the town to requests for services or complaints, providing follow-up and directing as necessary inquiries made in person or by telephone to appropriate individuals for response.
Ensures that internal and external customers receive prompt attention. Logs and maintains information regarding customer service requests and complaints, including the type, nature, and location. Identifies sensitive issues and brings them to the immediate attention of the supervisor.
Trains and provides support to other colleagues on duties and procedures as requested and needed.
Accepts payments, issues receipts, and enters payments in the computer system. Balances money received and completes daily cash reports accurately.
Utilizes data entry, word processing, and spreadsheet software to develop and maintain written communications and information. Utilizes file maintenance programs to enter, store, and/or retrieve information as required or to establish or modify existing files.
Establishes, maintains, and secures a variety of tangible files including, but not limited to, correspondence, forms, cards, receipts, reports, and records; maintains logs, ledgers, or other audit and tracking records.
Ensures complete and accurate work product by specified deadlines and in accordance with established goals and objectives.
Assists in developing and maintaining reference manuals.

OTHER DUTIES

May be involved in special projects that are directly or indirectly related to essential job functions.
Continues educational and certification requirements in order to remain abreast of current methods and procedures.
Assisting other departments/divisions as necessary.
Performs other duties as assigned.
May participate in town employee committees, projects, or assignments as required.
Performs work safely, reports safety concerns to management, and supports safe work practices.

KEY ROLES
In addition, the individual in this position must be able to serve in a variety of roles, including, but not limited to the critical roles outlined below:

Service Provider
The individual is required to provide a high level of quality customer service to a diverse client base using a multitude of resources, systems, and skills. In addition, this individual serves as the first point of contact for citizens, customers, vendors, and other agencies for town business. Must demonstrate initiative and leadership by assuming responsibility and accountability for each contact and transaction with the public; ensuring quality work and that customer service is a primary focus.

Team Member
Collaborate with a range of fellow team members to maintain the primary focus of customer service. The individual is responsible for assisting team members in projects, and assignments and providing necessary backup to day-to-day services. The individual effectively communicates in a positive, supportive, and open manner to team members and customers. EDUCATION, EXPERIENCE AND FORMAL TRAINING

High School Diploma or equivalent.
Minimum of two (2) years of administrative experience in a related field, such as public or private business.
Strong computer literacy including Microsoft Office Suite and software/database systems.
Equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills, and abilities to perform the essential functions of the job.

LICENSES OR CERTIFICATES

Must have a current Colorado Driver’s License or the ability to obtain one upon hire, that meets the Town of Windsor’s standards.
Notary Public for the State of Colorado certification is desired.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of general office practices and procedures.
Knowledge of math, spelling, grammar, punctuation, and vocabulary.
Skill in organizing and managing multiple and competing tasks.
Skill in the operation of standard office machines such as multi-line telephones, copiers, fax machines, calculators, and audio/visual equipment.
Skill in using standard computer equipment and software including word processing, database management, spreadsheet applications, and electronic mail.
Skill in providing a high level of quality customer service.
Skill in accurately calculating payments due.
Ability to work overtime, if needed.
Ability to work collaboratively in a team-oriented work environment.
Ability to work under minimal supervision and exercise independent judgment with individual responsibility for the accuracy, timeliness, completeness, and assuring proper quality control.
Ability to concentrate and pay close attention to detail with frequent breaks in concentration caused by interruptions.
Ability to provide a high level of quality customer service to a diverse client base.
Ability to operate and utilize automated financial systems.
Ability to solve problems and respond with tact, composure, and courtesy even when encountering contentious circumstances and assisting individuals who may be experiencing significant stress.
Ability to exercise discretion and independent judgment involving customer service requests.
Ability to read, interpret, explain, and comply with a variety of policies, procedures, ordinances, and regulations.
Ability to identify problems or issues, analyze data, and make sound recommendations based on findings.
Ability to work with the public and employees in a mature, effective, and responsible manner.
Ability to maintain the confidentiality of information as required.
Ability to listen well and communicate effectively orally and in writing with various audiences.
Ability to maintain appropriate keyboard skills necessary for successful job performance.
Ability to develop, organize, and maintain records and filing systems.
Ability to compile information and prepare detailed reports.
Ability to accurately calculate payments due.
Ability to research and track financial transactions and information.
Ability to handle money accurately, conscientiously, and honestly.
Ability to understand and comply with statutes, ordinances, regulations, standards, procedures, and laws.
Ability to understand and comply with written and verbal instructions and the goals of the division.
Ability to prepare documents unique to areas of assignment.
Ability to train other employees on duties and procedures.
Ability to establish and maintain effective working relationships with employees, other agencies, vendors, and the general public.
Ability to work safely and with a focus on safety.

MATERIALS and EQUIPMENT USED
Materials and equipment used include, but may not be limited to the following:

Equipment: Position requires use of various equipment including staff vehicles, computers/tablets/other digital equipment, calculators, copiers, printers, fax machines, telephones, first aid supplies, and cash register.

WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS
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.

The physical activities of this position include, but are not limited to, the following: fingering, sitting, grasping, reaching, handling, feeling, talking, hearing and repetitive motions.

The physical requirements of this position are considered Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

The employee is not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

Note: This position description is not intended to be an exclusive list of all of the requirements, duties, tasks, roles or responsibilities associated with the position. Nothing in this position description restricts the town’s ability to assign, reassign or eliminate duties and responsibilities of this job at any time.

The Town of Windsor will make all reasonable accommodations to ensure that people with disabilities have an equal opportunity in employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The town is dedicated to the principles of equal employment opportunity. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, marital status, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law.

Town of Windsor (CO)

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Utility Billing Coordinator I