Customer Service Representative I/II

Customer Service Representative

The City of Westminster welcomes diverse candidates from the broadest base possible. Our goal is to find the best candidate for the jobsomeone who belongs, not just fits. We value life and professional experiences, recognizing equivalent combinations of knowledge, skills, and education. Aligned with our city SPIRIT values, the successful candidate will have a passion and commitment to serving a diverse population of residents and must respect and uphold the principles of justice, equity, diversity, inclusion, and belonging. We encourage you to think broadly about your background and skill set for this role, even if you believe you have a less traditional background than described we invite you to apply.

Position Purpose / Important Application Information

The Customer Service Representative I (CSR I) performs a variety of routine and complex transactional functions for City services including cashiering for utility payments, permits, licenses, and other municipal fees. Successful incumbents gain the knowledge and ability to provide exceptional customer service to utility customers in the areas of water use, usage trends, rates and charges, meter functions, and conservation opportunities. Responsibilities include utility account maintenance, cash receipting and responding to all types of billing inquiries in a high call volume, public-facing environment.

The Customer Service Representative II (CSR II) is proficient in all CSR I duties with increasingly complex responsibilities for accurate and timely billing and collection processing for utility services. Duties include generating, proofreading, and verifying meter files, producing billing transmittal files, preparing and sending notices to delinquent account holders for disconnected service, and creating report and inventory files. Successful incumbents have the ability and knowledge to use and integrate several technology systems, work with advanced spreadsheet functions, and recognize and decipher anomalies in billing records.

CSR I/II's work under the direction of a Customer Service Coordinator in the Utilities Division. A CSR I has the ability to progress to CSR II with demonstrated proficiencies in all duties and responsibilities of the CSR I classification.

The full salary range for this position is stated above. The starting range of pay is dependent on qualifications and experience of each individual candidate. The City of Westminster has a Multilingual Stipend Program to encourage, and reward benefited employees who are conversationally fluent in languages other than English. Benefited employees have the opportunity to test their language proficiency skills and qualify for a bi-weekly stipend that will vary based on the employee's level of proficiency and usage.

Organizational Competencies and Cultural Values/General Competencies

The City's work culture encourages passionate, positive and enthusiastic employees who, along with our City Council and City Manager, are strong supporters of our mission: The City of Westminster provides high-quality core services and fosters resilience in order to promote a safe and thriving community. Westminster is a city of beautiful, safe, well-maintained neighborhoods and destinations with a vibrant, diverse economy, rich and resilient environment and a strong sense of community belonging. Our core values are embodied in our SPIRIT (Service People Integrity Respect Innovation Teamwork). This position supports the goals of the Public Works and Utilities Department, which provides quality financial services and expertise necessary to support a financially sustainable City Government.

• Demonstrate a high level of customer service and foster an environment where customer service is a priority
• Communicate with customers to ensure that where possible they are satisfied and that their needs are being addressed; solicit and evaluate customer feedback
• Act as an ambassador by understanding and fostering the organization's mission and vision
• Exhibit pride in self, the department, the City and the community; conduct self in a professional manner
• Demonstrate integrity and builds trust through credibility, reliability, commitment, loyalty and ethical behavior
• Address difficult or contentious issues in a constructive manner
• Support/promote change; demonstrate flexibility and takes calculated risks when appropriate
• Participate in personal growth opportunities and attend trainings designed to enhance capacity to bring new skills and ideas to the job and the organization
• Work to continuously improve the efficiency and effectiveness of the service or product being delivered
• Demonstrate support for team efforts by accepting new roles and responsibilities, and helping others achieve objectives
• Value diversity; demonstrate an awareness of differences; demonstrate sensitivity and adapt behaviors and communication to accommodate these differences

General Competencies Citywide - Every employee in this position is accountable to:

• Establish effective interpersonal relationships through honest, open communication and follow-through on commitments
• Recognize personal strengths and weaknesses and target areas for personal self-development
• Demonstrate initiative in performing job tasks
• Exhibit problem-solving skills leading to sound judgment and quality decisions
• Achieve goals, handle assigned workload and new assignments effectively; demonstrate an ability to work independently
• Communicate effectively with individuals and groups using clear and concise verbal and written communications
• Demonstrate accountability for work and take ownership in job performance
• Demonstrate concern for accurate and quality work; be proactive to take ownership of errors and mitigate reoccurrences

Job Specific - Every employee in this position must be able to:

• Know and apply the Westminster Code of Ordinances as it pertains to utility regulations
• Perform cashiering functions for internal and external customers
• Demonstrate strong customer service skills while handling a high call volume
• Provide strong customer service in every aspect of utility billing with the ability to be a professional, courteous and tactful representative of the City under stressful or sensitive circumstances
• Use City policies, procedures and ordinances to make mature and logical recommendations for billing adjustments
• Make recommendations for potential operational efficiencies
• Establish effective working relationships in a team environment with other City employees, departments, agencies, and citizens
• Demonstrate proficient skills in Microsoft Office Suite software and Web based applications and the ability to learn the software specific procedures relative to the utility billing and cashier systems
• Demonstrate the ability to adapt to new technology and software advances for the Utility Billing, cashiering, building permits, project tracking systems; and Microsoft Excel, Microsoft Word, Outlook and Web Based applications

Job Specific Functions

Essential Job Functions, Duties, Responsibilities and Tasks Customer Service Representative I:

• Perform cashiering functions, including:
• Processing cash, checks or credit cards for City services, fees, and taxes
• Maintaining a daily cash balance including cash-on-hand against receipts, and preparing a daily bank deposit
• Provide customer service to utility customers including: payment and consumption, delinquent payments, leaks, method of payment, service disconnects and conservation opportunities
• Work with title companies to:
• Process the account status
• Confirm the property closing
• Schedule final reads and complete all transactions for the transfer of property ownership
• Assure outstanding bills are paid at time of the transfer of property ownership
• Respond to inquiries from utility customers in a high call volume, public-facing environment and prepare service orders, billing adjustments, or correspondence to address issues or complaints
• Work with Customer Service Coordinator as needed for training and assistance
• Maintain regular and punctual attendance

Other Duties and Responsibilities Incumbent is accountable for all duties of this job and other projects and responsibilities may be added at the City's discretion.

Customer Service Representative II:

• Perform all Customer Service Representative I functions proficiently along with performing the following Core Utility Billing Duties with proficiency and accuracy:
• Daily tasks, such as:
• Verifying the accuracy of billing calculations, payments, refunds, and credits
• Transferring properties
• Creating documents and customer account processes
• Process integration files and Perform system imports & exports, such as:
• Generating files from utility meter reading personnel by unloading the read files, creating unread reports and entering the unread meter information used for billing
• Generating utility billing proofs, correcting and determining necessary re-reads
• Transmitting billing information for invoice printing and mailing in electronic form
• Receiving, validating and updating water and sewer payment data files and uploading the payment file into the system for processing