Customer Billing Specialist

EAST CHERRY CREEK VALLEY WATER & SANITATION DISTRICT•Aurora, CO

2d•Onsite

About The Position

East Cherry Creek Valley Water and Sanitation District (ECCV) has been sustaining our community by providing safe and reliable water since 1962, serving approximately 65,000 customers in the eastern portions of the City of Centennial and unincorporated Arapahoe County. ECCV prioritizes trust, teamwork, and communication, offering an excellent benefits package to its employees. The Customer Billing Specialist provides critical support to ECCV's mission through a balanced role that equally focuses on billing operations and customer service. Approximately 50% of this position is dedicated to accurately preparing and processing timely billing statements for residential and commercial customers, while the remaining 50% centers on delivering exceptional customer service. This role is ideal for an individual with a strong passion for education and service, as the specialist routinely assists customers, researches and resolves account and billing inquiries, and investigates water service issues and emergencies to support District customers.

Requirements

Ability to look beyond immediate role and tasks and have awareness of how activities feed into other areas or affect other areas.
Ability to investigate a problem and find a solution; collect and analyze information, problem solve, make decisions, spot trends or errors in the data/accounts.
Ability to learn computer applications and become system expert.
Ability to maintain a high level of quality customer service and interaction; handle stressful situations with tact and diplomacy.
Ability to work independently, prioritize daily tasks, and meet deadlines.
Ability to maintain effective working relationships with external and internal customers.
Strong communication, critical thinking, and problem-solving skills.
Must be extremely detailed oriented and manage multiple priorities.
High School Diploma or GED or equivalent experience.
3+ years' billing experience or related experience (A/R, finance, accounting).
3+ years’ direct customer contact experience.
Knowledge of automated basic bookkeeping.
Proficiency in word processing, spreadsheet, email, internet, and database software.
Skill in data entry and accurately calculating payments.
Must have a valid driver's license and pass a background check.

Nice To Haves

Prior experience using billing software preferred.

Responsibilities

Provides prompt, accurate, and courteous customer service to external and internal customers; actively listens to customer requests and concerns; responds to customer emails in a professional and timely manner; research customer information in billing software; advises and educates customers; records and documents customer contact in billing system as needed; and makes billing adjustments.
Process multiple billing cycles each month for approximately 20,000+ customer accounts (residential and non-residential).
Performs regular audits of billing and related reports; analyzes billing data, customer accounts, and related error reports to determine the underlying cause of errors and make corrections.
Ensures billing accuracy by utilizing logic and reasoning to identify problems and/or find alternative solutions.
Utilizes standard operating procedures while also performing independent thinking to identify errors; pays close attention to details while running the billing cycle; makes conscious effort to understand causes instead of just the effects.
Works directly with vendors to troubleshoot, problem solve, maximize system utilization and address technical or programming billing issues.

Benefits

Employer fully funded 401(a) Pension Plan
Health Reimbursement Plan, with 100% vesting immediately
Outstanding group insurance plans and options offered: Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance
Two Employee Assistance Plans (EAPs)
Generous Paid Time Off (PTO) accrual
Nine paid holidays annually
Tuition Assistance
457 Deferred Compensation Plan
Wellness Reimbursements
Flexible Spending Accounts
Supplemental insurances such as Colonial, Legal Shield, and Pet Insurance