Customer Care Representative
Greeley, CO Greeley, CO Full-time Full-time $21.
54 - $24.
81 an hour $21.
54 - $24.
81 an hour 13 hours ago 13 hours ago 13 hours ago Salary Range:
$21.
54 - $28.
03 hourly Hiring Range :
$21.
54 - $24.
81 hourly Job
Summary:
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.
Duties involve heavy public contact, providing information to the public about City ordinances relating to licenses, and fees, utility billing, provide direction and processing all payments payable to the City of Greeley.
Transactions are done in person and over the phone using cash, checks, credit cards and debit cards.
Daily balancing of cash drawer and preparing deposits.
Issue pet licenses and bus passes.
Edit, calculate, and bill utility accounts; set up new accounts, update current accounts, process work orders, collect delinquent accounts/non-sufficient fund checks, balance system daily and balance weekly to general ledger.
Work independently and set priorities for work assignments while performing multiple tasks under pressure with constant interruptions while accomplishing a heavy workload; other duties as assigned.
Experience, Knowledge, Skills:
High School diploma or equivalent.
General knowledge of procedures, practices or operations required.
Able to follow detailed instructions.
May require typing or bookkeeping skills, operation of several single purpose power tools/machines or equipment involving specialized training.
Entry level knowledge of complex software.
May prepare routine reports or correspondence.
Typically, on-the-job training of processes and procedures.
Example(s):
Use of basic math, printers, copiers, calculator, Excel, Adobe, Microsoft Word, and other basic computer skills.
High volume customer service, general computer knowledge, logical thought process, beginning Microsoft experience.
Essential Functions:
Issue pet licenses, bus passes and on a weekly basis stuff and mail out accounts payable checks.
Accept incoming deliveries for incoming mail and packages; notify departments for pickup.
Edit, calculate, and mail billing statements.
Analyze accounts for accuracy, identify potential problems such as leaks, misapplied payments, credits, issue work orders as needed and process refunds.
Calculate bills, print and sort to send to customers.
Enter work orders into system on any account that appears to be incorrect due to meter functions.
Create final read list, process bills to title companies and tenant/owner requested finals.
Annually process winter quarter ceiling to set maximum sewer charges for coming year, apply Raw Water surcharges to customer accounts, update billing messages.
Identify and update accounts as warranted.
Cash handling, collect fees and charges, credit accounts correctly and provide appropriate receipts and balancing a cash drawer daily, prepare deposits and ensuring the compliance with those policies and procedures.
Assist with the resolution of issues that arise in the cashiering function.
Responsible for receipt and data entry of utility bills, fees, licenses, sales tax, bus passes, loan payments and receivables.
Transactions are done in person and over the phone using cash, checks, credit cards and debit cards.
Night Deposit entry into the cash receipt system from other departments.
Payment processing includes downloading lockbox, bill-pay and e-bill files from bank, editing, making corrections to files, uploading files into system for posting and correcting payment errors.
Create ACH file, upload to bank and post ACH payments.
Download payment files from several billing sites and create payment batch.
Post cash receipts to the accounting system.
Customer Service EUR heavy public contact in person, by phone and email (both internal and external).
Assist customers with questions on their accounts, complaints, changes to accounts, turn on and offs.
Set up new service for new homeowners/tenants.
Interact with a wide variety of customers whose behavior may range from pleasant to threatening and abusive.
Establish new accounts from information provided by water department.
Determine if customer qualifies for payment arrangements and develop appropriate arrangements within established guidelines.
Adjust accounts for errors, leaks etc.
if warranted.
Make decisions regarding customer requests on individual basis with some guidelines.
Review e-Bill reports including enrolled, unenrolled, inactivated, recurring payments and update customer accounts accordingly.
Handle sensitive and confidential information with tack and diplomacy, greet the public and provide clear and accurate information.
Provide direction to customers and communicate with other City departments.
Work with outside agencies regarding utility billing.
Collections on utility accounts - Prepare delinquent door tags.
Determine which customers should receive disconnect notices, produce door tags, check for payments and create a shut off list.
Check for payments after shut-off; add fees to accounts and process a final bill if necessary.
Research returned checks, reason for return and post NSF checks to accounts, apply fees if needed, send notice to customer, and discontinue service if warranted.
Process work orders, update meters, correct readings.
Update work orders that have been processed by meter shop.
Change meter and transponder numbers, add reads, correct any problems on an account.
Send out leak letters as needed, determine if winter quarter ceiling needs to be adjusted if leaks are fixed.
Complete account changes due to sale of property or change of tenants.
When title companies return transfer of ownership after the sale, ownership is changed in the account and all fields in the account are verified for accuracy for the new owner.
Tenant changes will either be a new tenant or changed back to the owner.
Daily and weekly balancing of utility adjustments in Utility Billing Applications software to Financial Applications software.
Compiling billersEUR(TM) adjustment sheets and interfacing to the Financial Applications software, verifying all information and adjustments were completed properly.
Communication:
Nature or purpose of Contact:
Daily address any issues on customer account by phone, email or in person.
If guidance is needed, they will refer to their supervisor (Or an Accountant if their supervisor is away).
To address issues, follow-up on projects with a monthly meeting.
Daily communication on any delinquent tags, final reads and shut offEUR(TM)s that will be processed for the day and communicate any payments to the meter technician as they are received.
Daily communicating with other departments throughout the city for deliveries, payment processing questions and water service updates or questions, work orders for customers requesting verification that a meter is functioning properly.
Problem solving and decision making:
Incumbent is expected to solve a variety of problems in situations where there are substantially diversified procedures, specialized standards, and only limited standardization.
Changing priorities or differing situations require the incumbent to consider which among many procedures should be followed in what sequence to achieve the required job results.
Requires reasoning to produce a practical course of action within the established process.
Choices fall within the range of specified, acceptable standards, alternatives, and technical practices.
Example(s):
Dealing with an upset customer and making the decision to give the customer other options to avoid a shut off, oneEUR(TM)s own judgment to determine if that is the right decision.
Work Environment and 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 storage area and are filed accordingly, boxes may weigh about 50 lbs.
Safe to minimal hazards that are typically found in general office environment where there is rarely little or no exposure to injury or accident.
Example(s):
There are no significant hazards associated with this position.
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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
54 - $24.
81 an hour $21.
54 - $24.
81 an hour 13 hours ago 13 hours ago 13 hours ago Salary Range:
$21.
54 - $28.
03 hourly Hiring Range :
$21.
54 - $24.
81 hourly Job
Summary:
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.
Duties involve heavy public contact, providing information to the public about City ordinances relating to licenses, and fees, utility billing, provide direction and processing all payments payable to the City of Greeley.
Transactions are done in person and over the phone using cash, checks, credit cards and debit cards.
Daily balancing of cash drawer and preparing deposits.
Issue pet licenses and bus passes.
Edit, calculate, and bill utility accounts; set up new accounts, update current accounts, process work orders, collect delinquent accounts/non-sufficient fund checks, balance system daily and balance weekly to general ledger.
Work independently and set priorities for work assignments while performing multiple tasks under pressure with constant interruptions while accomplishing a heavy workload; other duties as assigned.
Experience, Knowledge, Skills:
High School diploma or equivalent.
General knowledge of procedures, practices or operations required.
Able to follow detailed instructions.
May require typing or bookkeeping skills, operation of several single purpose power tools/machines or equipment involving specialized training.
Entry level knowledge of complex software.
May prepare routine reports or correspondence.
Typically, on-the-job training of processes and procedures.
Example(s):
Use of basic math, printers, copiers, calculator, Excel, Adobe, Microsoft Word, and other basic computer skills.
High volume customer service, general computer knowledge, logical thought process, beginning Microsoft experience.
Essential Functions:
Issue pet licenses, bus passes and on a weekly basis stuff and mail out accounts payable checks.
Accept incoming deliveries for incoming mail and packages; notify departments for pickup.
Edit, calculate, and mail billing statements.
Analyze accounts for accuracy, identify potential problems such as leaks, misapplied payments, credits, issue work orders as needed and process refunds.
Calculate bills, print and sort to send to customers.
Enter work orders into system on any account that appears to be incorrect due to meter functions.
Create final read list, process bills to title companies and tenant/owner requested finals.
Annually process winter quarter ceiling to set maximum sewer charges for coming year, apply Raw Water surcharges to customer accounts, update billing messages.
Identify and update accounts as warranted.
Cash handling, collect fees and charges, credit accounts correctly and provide appropriate receipts and balancing a cash drawer daily, prepare deposits and ensuring the compliance with those policies and procedures.
Assist with the resolution of issues that arise in the cashiering function.
Responsible for receipt and data entry of utility bills, fees, licenses, sales tax, bus passes, loan payments and receivables.
Transactions are done in person and over the phone using cash, checks, credit cards and debit cards.
Night Deposit entry into the cash receipt system from other departments.
Payment processing includes downloading lockbox, bill-pay and e-bill files from bank, editing, making corrections to files, uploading files into system for posting and correcting payment errors.
Create ACH file, upload to bank and post ACH payments.
Download payment files from several billing sites and create payment batch.
Post cash receipts to the accounting system.
Customer Service EUR heavy public contact in person, by phone and email (both internal and external).
Assist customers with questions on their accounts, complaints, changes to accounts, turn on and offs.
Set up new service for new homeowners/tenants.
Interact with a wide variety of customers whose behavior may range from pleasant to threatening and abusive.
Establish new accounts from information provided by water department.
Determine if customer qualifies for payment arrangements and develop appropriate arrangements within established guidelines.
Adjust accounts for errors, leaks etc.
if warranted.
Make decisions regarding customer requests on individual basis with some guidelines.
Review e-Bill reports including enrolled, unenrolled, inactivated, recurring payments and update customer accounts accordingly.
Handle sensitive and confidential information with tack and diplomacy, greet the public and provide clear and accurate information.
Provide direction to customers and communicate with other City departments.
Work with outside agencies regarding utility billing.
Collections on utility accounts - Prepare delinquent door tags.
Determine which customers should receive disconnect notices, produce door tags, check for payments and create a shut off list.
Check for payments after shut-off; add fees to accounts and process a final bill if necessary.
Research returned checks, reason for return and post NSF checks to accounts, apply fees if needed, send notice to customer, and discontinue service if warranted.
Process work orders, update meters, correct readings.
Update work orders that have been processed by meter shop.
Change meter and transponder numbers, add reads, correct any problems on an account.
Send out leak letters as needed, determine if winter quarter ceiling needs to be adjusted if leaks are fixed.
Complete account changes due to sale of property or change of tenants.
When title companies return transfer of ownership after the sale, ownership is changed in the account and all fields in the account are verified for accuracy for the new owner.
Tenant changes will either be a new tenant or changed back to the owner.
Daily and weekly balancing of utility adjustments in Utility Billing Applications software to Financial Applications software.
Compiling billersEUR(TM) adjustment sheets and interfacing to the Financial Applications software, verifying all information and adjustments were completed properly.
Communication:
Nature or purpose of Contact:
Daily address any issues on customer account by phone, email or in person.
If guidance is needed, they will refer to their supervisor (Or an Accountant if their supervisor is away).
To address issues, follow-up on projects with a monthly meeting.
Daily communication on any delinquent tags, final reads and shut offEUR(TM)s that will be processed for the day and communicate any payments to the meter technician as they are received.
Daily communicating with other departments throughout the city for deliveries, payment processing questions and water service updates or questions, work orders for customers requesting verification that a meter is functioning properly.
Problem solving and decision making:
Incumbent is expected to solve a variety of problems in situations where there are substantially diversified procedures, specialized standards, and only limited standardization.
Changing priorities or differing situations require the incumbent to consider which among many procedures should be followed in what sequence to achieve the required job results.
Requires reasoning to produce a practical course of action within the established process.
Choices fall within the range of specified, acceptable standards, alternatives, and technical practices.
Example(s):
Dealing with an upset customer and making the decision to give the customer other options to avoid a shut off, oneEUR(TM)s own judgment to determine if that is the right decision.
Work Environment and 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 storage area and are filed accordingly, boxes may weigh about 50 lbs.
Safe to minimal hazards that are typically found in general office environment where there is rarely little or no exposure to injury or accident.
Example(s):
There are no significant hazards associated with this position.
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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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