Customer Care Representative - Utility Billing

City of Greeley•Greeley, CO

1d•$20 - $29•Onsite

About The Position

The Customer Care Representative serves as a primary point of contact for Utility Billing and City payment services, providing exceptional customer service to internal and external customers by phone, email, and in person. This position is responsible for establishing and maintaining utility accounts, processing payments, payment arrangements, licenses, taxes, and other City receivables, resolving customer inquiries, and maintaining accurate customer and financial records. The Customer Care Representative also supports utility billing operations by processing work orders, updating customer accounts, collecting delinquent accounts, balancing daily financial transactions, and assisting with the City's annual Food Tax Rebate Program. This position requires strong customer service, attention to detail, sound judgment, and the ability to manage multiple priorities in a fast-paced environment while ensuring accurate and timely service.

Requirements

High School diploma or equivalent
One (1) year of experience in a high-volume customer service environment
One (1) year of experience using 10-key calculations by touch
One (1) year of experience entering data using a keyboard and/or automated accounting system
Possession of a valid driver’s license.

Nice To Haves

Associate degree in Business Administration, Accounting, Finance, Public Administration, or a related field.
Experience in utility billing, municipal government, finance, or customer account management.
Experience with utility billing software, financial systems, or customer relationship management (CRM) applications.
Bilingual (English/Spanish) preferred.

Responsibilities

Provide exceptional customer service by responding to customer inquiries regarding utility billing, account status, City services, fees, payment options, and policies.
Establish, maintain, and update customer utility accounts, including new service requests, account transfers, ownership and tenant changes, service turn-ons and turn-offs, payment arrangements, and billing adjustments.
Research and resolve customer account discrepancies, billing issues, payment errors, meter concerns, and other account-related inquiries.
Process work orders related to account maintenance, meter updates, service requests, and billing corrections.
Issue pet licenses and provide general information regarding City services and programs.
Calculate, process, edit, and distribute utility bills, final bills, refunds, billing adjustments, and account corrections.
Process utility payments, fees, taxes, licenses, loan payments, and other City receivables through various payment methods, including cash, checks, credit cards, debit cards, ACH, lockbox, and electronic payments.
Balance cash drawers, reconcile daily transactions, prepare deposits, and ensure compliance with City financial policies and procedures.
Process payment files, reconcile utility billing transactions with the City's financial system, and maintain accurate financial records.
Administer utility collection activities, including delinquent notices, payment arrangements, returned checks, shut-off processing, and final billing.
Evaluate customer eligibility for payment arrangements within established guidelines.
Research and resolve collection issues while exercising sound judgment and providing excellent customer service.
Maintain accurate customer, billing, and financial records using utility billing and financial management systems.
Receive and distribute incoming mail and packages for the department.
Assist with the City's annual Food Tax Rebate Program by processing and reviewing applications.
Prepare reports, maintain documentation, and support special projects and departmental initiatives.
Collaborate with City departments, title companies, financial institutions, contractors, and outside agencies to ensure accurate account information and timely customer service.
Communicate professionally with customers and coworkers while maintaining confidentiality and exercising sound judgment.
Support continuous process improvement initiatives and assist with training or special assignments as needed.
Performs other duties as assigned.