Customer Care Representative - Utility Billing

Customer Care Representative

Anticipated Hiring Range: $19.97 - $28.01 Hourly

Full Salary Range: $19.97 - $28.95 Hourly

Why Do I See Two Salary Ranges? The City of Greeley, in compliance with Colorado state law, includes a salary range for all positions posted. This law improves wage transparency. We post both the full salary range and the anticipated hiring range, where we expect to make an offer. Offers are based on experience, education, certifications, and other factors.

City of Greeley's Total Rewards The City of Greeley is committed to providing a comprehensive total rewards program that supports employees in their work by encouraging excellence and investing in employee development and recognition. This philosophy is grounded in fiscal responsibility, organizational effectiveness, and employee safety and well-being, ensuring the responsible stewardship of public resources while offering meaningful and comparable rewards. This approach ensures that the city remains an attractive, inclusive, and rewarding work environment, while also effectively serving the community.

Benefits: This position is benefits eligible. Please view our benefits guide here.

Job Summary:

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.

Experience, Education, and Skills:

Minimum 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

OR

Any combination of related education, experience, certifications and licenses that will result in a candidate successfully performing the essential functions of the job,

AND

Possession of a valid driver's license.

Preferred Qualifications:

• 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.

Knowledge, Skills, and Abilities:

• Knowledge of customer service principles and best practices.
• Knowledge of general office procedures, records management, and financial transaction processing.
• Knowledge of basic accounting, billing, cash-handling, and payment processing practices.
• Knowledge of utility billing operations, municipal government services, and applicable policies and procedures is preferred.
• Skill in providing exceptional customer service while exercising professionalism, tact, and diplomacy.
• Skill in oral and written communication, conflict resolution, and active listening.
• Skill in organization, time management, and prioritizing multiple tasks in a fast-paced environment.
• Skill in operating Microsoft Office Suite, utility billing software, financial systems, and other business applications.
• Skill in maintaining accurate records, processing financial transactions, and performing detailed data entry.
• Ability to handle sensitive and confidential information with discretion and professionalism.
• Ability to analyze customer concerns, exercise sound judgment, and resolve issues within established policies and procedures.
• Ability to manage multiple priorities, meet deadlines, and maintain accuracy while working in a fast-paced environment.
• Ability to communicate effectively and build positive working relationships with customers, coworkers, and external stakeholders.

Essential Functions:

Customer Service & Account Management

• 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.

Billing & Financial Processing

• 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.

Collections & Account Resolution

• 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.

Administrative Support

• 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.

Collaboration & Communication

• 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.

Supervisory Responsibilities: N/A

Travel: Standard Local Travel: This position requires occasional local travel within the County. Employees may be expected to walk or drive short distances to attend meetings, trainings, or perform work at other city buildings or partner sites.

Work Environment:

• Primarily based in a standard office environment, which involves working at a desk or workstation for extended periods.
• The noise level is generally low to moderate, consistent with a typical office setting.
• This position may occasionally require visits to other offices or off-site locations for meetings or project work, depending on job responsibilities.

Physical Requirements:

• Mobility: Minimal physical effort typically found in clerical work. occasional walking or standing, ability to move throughout office location.
• Dexterity: Ability to perform repetitive movements for typing, writing, and operating office equipment.
• Strength: Ability to lift or carry objects weighing 10 pounds up to 25 pounds occasionally.
• Endurance: Ability to maintain focus and productivity for periods while performing job duties.
• Flexibility: Infrequent need to perform the following physical activities: bend/stoop/squat, climb stairs, push or pull, reach above shoulders.
• Vision and Hearing: Sufficient visual ability to read printed or digital documents, view computer screens, and perform detail-oriented tasks. Adequate hearing to participate in verbal conversations, virtual, phone, and in person communications.

EOE Statement: The City of Greeley provides equal employment opportunities to all employees and