Customer Service Technician

Basic Purpose of the Job Under general direction, maintains and processes utility billing and collections, receives and posts payments to the City. Assists City Hall walk-in and telephone customers with inquiries by providing general information and quality customer service. Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. The list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class.) Provide quality customer service to citizens for general inquiries and handle detailed questions regarding utility billing. Operate telephone console to receive incoming calls to provide general information, take messages or direct calls to appropriate departments. Handle service requests for transfers of service, meter checks, and name and address changes. Receive and calculate requests for leak adjustments. Manage petty cash tickets and reimbursements. Act as lobby security to screen non-employee entrance to other areas of City Hall. Open and Close front door daily. Assist as needed with picking up and sorting incoming City mail, receiving and processing parcel deliveries and processing outgoing parcels. Assist as needed with receiving and posting payments to the city's cash receipting software, compiling daily bank deposit and balancing reports to the general ledger. Assist as needed with processing and monitoring returned checks and balancing to general ledger account monthly. Responsible for processing utility billing including initiating new customer accounts, preparing meter reading data, processing monthly utility bills, processing final bills, producing delinquent reports, shut-off notices and notifying the water department of disconnects and reconnects. Assist as needed to prepare letters for inside meter and sewer only customers regarding disconnects, creating and balancing appropriate reports and closing the period at the end of each month. Assist as needed with reviewing City utility bills and preparing and forwarding spreadsheet to Accounts Payable for payment, receiving check from Accounts Payable and posting payment. Assist as needed with maintaining and processing Direct Pay for customers, maintaining equal pay program and balancing utility deposits to general ledger monthly. Core Beliefs Core beliefs are deeply held values and assumptions that guide individuals in the workplace. Core beliefs define how we do things. By establishing core beliefs, the City of Montrose is creating a common culture that shapes employee behavior in a positive and predictable manner. When these beliefs are shared, they create cohesiveness and mutual commitment in the organization and flexibility to changes as they occur. Our core beliefs are centered on exceptional service and are based around treating our customers and fellow team members with dignity and respect. We value teamwork and recognize that we must continually strive to improve the customer experience. Every team member, regardless of job title, plays a part in creating a service environment and each are empowered to respond to the needs of our customers and teammates. We have six Core Beliefs: Respect, Ethics, Leadership, Accountability, Transparency, Excellence in Service (RELATE). Job Requirements High school diploma or general education degree. One year related experience and or training in similar position in accounting and office systems. Ability to use general office equipment including ten-key, telephone console type system and a two-way radio system. Strong customer service skills with the ability to remain calm in stressful situations. Licensures & Certificates (must be active and current.) Current Colorado driver's license with acceptable record. Physical Requirements and Work Environment Sedentary physical work requiring ability to lift a maximum of 10 pounds; occasional lifting, carrying, walking and standing, hand/eye coordination for operation of personal computer; vision for reading and preparing written reports and documents; frequent speech communication, hearing and listening to maintain communications with employees and citizens. Works primarily in clean, comfortable office environment. Late applications will not be accepted. All candidates are subject to a pre-employment background check and drug screen. The City of Montrose is an Equal Opportunity Employer and participates in E-Verify to verify the identity and employment eligibility of all persons hired. #J-18808-Ljbffr City-of-Montros