Customer Service Representative

Overview East Cherry Creek Valley Water and Sanitation District (ECCV) has been sustaining our community by providing safe and reliable water since 1962. ECCV distributes water to approximately 65,000 customers in the eastern portions of the City of Centennial and unincorporated Arapahoe County. ECCV prioritizes trust, teamwork, and communication, and offers an excellent benefits package to employees. Benefits Employer fully funded 401(a) Pension Plan and Health Reimbursement Plan, with 100% vesting immediately. Outstanding group insurance plans and options: 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. Other benefits include Tuition Assistance, 457 Deferred Compensation Plan, Wellness Reimbursements, Flexible Spending Accounts, and supplemental insurances. Summary 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-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. 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. Qualifications 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. Education, Certification, Formal Training, and Experience 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. Working Environment and Physical Activities This position consists primarily of office work and requires occasional operation of a district vehicle to various work sites. Office work requires the ability to operate standard office equipment, such as computers, phones, photocopiers, and fax machines. This position requires the ability to sit for extended periods of time with hand/eye coordination for repetitive motion and data entry. The position includes occasional lifting and/or moving of items up to 50 pounds and regular lifting of 10 pounds of office items. The omission of specific statements of duties and responsibilities in this job description does not exclude them from the position if the work is similar, related, or a logical assignment to the position. This job description is subject to change by the District as the needs of the District and requirements of the position change at any time with or without notice. Position pay range: $21.55/hour to $25.96/hour. This is an hourly, non-exempt position. Pay based on qualifications and experience. ECCV is an equal opportunity employer. #J-18808-Ljbffr