Customer Service Representative

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

13d • $22 - $26 • Onsite

About The Position

The Customer Service Representative provides high-quality customer service by assisting callers and walk in customers, responding to written and electronic inquiries, researching customer issues, and supporting the investigation of water service concerns and emergencies. The role also supports new development and re-re-development by coordinating with builders to process tap fees and meter checkouts, while working collaboratively with the team to ensure consistent coverage and timely completion of tasks.

Requirements

• Demonstrate with all interactions, a high level of quality customer service; a positive and professional demeanor; the ability to exercise sensitivity; the ability to handle stressful situations in a diplomatic and tactful manner.
• Demonstrate the ability to exercise good judgment, discretion, and maintain confidentiality to handle sensitive information appropriately.
• Ability to accurately compile, analyze and interpret facts to troubleshoot; arrive at valid conclusions and make logical decisions to solve problems; exercise sound judgment in making decisions.
• Ability to establish, foster and maintain effective working relationships with all District employees, leadership, consultants, board members, and the general public.
• Ability to effectively communicate verbally and in writing, prioritize tasks, make independent decisions, prioritize workload with multiple shifting priorities and interruptions; follow-up, and follow-through on tasks; and meet deadlines.
• Aptitude to learn various computer applications; billing software; navigate on-line resources.
• High School Diploma or GED.
• 2 years of customer service experience, including face-to-face customer interactions and maintaining multiple schedules and appointments.
• Must possess a valid driver's license and pass a background check.

Responsibilities

• Provides prompt, accurate, and courteous customer service to external and internal customers; actively listens to customer requests and concerns, responds to emails from customers in a professional and timely manner, greets visitors, answers phones and routes incoming calls; coordinates with team members to ensure adequate phone and walk-in coverage during business hours.
• Utilizes billing system to educate and assist customers; process payments; research customer information; documents customer contact information, notates additional detail on customer accounts and enters billing adjustments as needed.
• Provides backup support to the Billing Specialist by assisting with processing statements, applying late fees, and sending out IVR notifications.
• Processes tap fees, applications and meter requests; calculates differential billing and creates new accounts
• Interacts with Title Companies for final reads, transfers of service and creates new homeowner’s accounts.
• Monitors bankruptcy and lien activity on accounts; making account changes and adjustments as needed; notify the District’s legal counsel of bankruptcy status accounts for filing purposes; processes the intent to file liens utilizing the on-line portal.
• Prepares month-end reports for accounting, detailing new homes and activated meters.
• Cross-trains in other positions to ensure consistent coverage; provide training for new hires and other staff on process, procedures of daily calls and the billing system as needed.
• Participates in continuous improvement initiatives and provides input and feedback on department policies and Standard Operating Procedures (SOP).
• Maintains regular and predictable attendance as scheduled.
• Participates in or leads One ECCV committee(s) and/or taskforce(s).
• Provides back-up coverage for other positions.
• Performs other duties and projects as assigned.

Benefits

• Employer fully funded 401(a) Pension Plan and 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, with two Employee Assistance Plans (EAP). Various plans and elections will have little to no premium cost to employees.
• Generous Paid Time Off (PTO) accrual and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED