Customer Service Representative – Utilities And Waste in Glenwood Springs, Colorado

Position Summary:
The Customer Service Representative performs a variety of general office and
accounting duties in maintaining varied fiscal records and systems for the
City, including processing payments and account inquiries, preparing
monthly statements, providing front desk and telephone customer service,
providing transactional and historical records upon request, and assisting
with management of the City’s Waste & Recycling hauler contract and
Landfill customer accounts.
Essential Functions:
Processes online, mail-in, phone and in-person payments for utilities,
landfill, and other fees; maintains records of all transactions.
Answers questions regarding billing for utilities, waste & recycling,
landfill and other general inquiries in a timely fashion while retaining a
friendly and empathetic demeanor; may transfer outside calls to the
appropriate department.
Interacts regularly in a professional manner with internal and external
customers from diverse backgrounds and with varying degrees of communication
skills.
Establishes and maintains effective, collaborative working relationships
with City employees, supervisors, and the public.
Assists with management of the City’s Waste & Recycling hauler contract,
including reconciliation of hauler invoices, working closing with the hauler
on customer service issues, and uploading charges to customer accounts for
bin size changes and various fees.
Maintains landfill billing and accounts receivable records, including
monthly statement creation and mailing, and following up with Landfill
customer accounts to ensure payment.
Prepares daily landfill and recycling center deposit entry.
Performs duties requiring analysis of facts and selection of applicable
methods of procedures and is proficient in computer operations and problem
solving.
Provides ad-hoc research and analysis in response to requests from City
staff, City Council, the public and other internal constituents.
Prepares year-end schedules for auditors and provides other data, reports,
or information as requested; keeps complete records throughout the year in
anticipation of audits and reviews.
May train, orient or assist fellow employees as needed.
Other Duties: The job description is not designed to cover or contain a
comprehensive listing of activities, duties or responsibilities that are
required of the employee for this job. Duties, responsibilities, and
activities may change at any time with or without notice.
Core Competencies:
Able to communicate effectively in English both verbally and in writing.
Motivated self-starter with the ability to assess current work processes and
suggest improvements where appropriate.
Able to prioritize tasks in a busy office environment with interactions,
distractions, and foot traffic.
Demonstrates organizational skills with the ability to work efficiently to
meet deadlines.
Able to establish and maintain effective, collaborative working
relationships with City employees, supervisors, and the general public.
Able to follow oral and written instructions and seek clarifying information
when necessary for tasks that have critical impact or outcomes.
Able to operate office equipment, including a ten-key, dual monitors,
phone transfers, paper folding/stuffing equipment for large mailings.
Willing to sit for long periods of time, perform repetitive tasks, and
constantly remain alert.
Demonstrates a strong team approach to customer service, growth mindset,
critical thinking, and willingness to constantly learn and grow.
Education, Training & Certifications:Necessary:
Two or more years of experience in a professional office environment.
Excellent computer skills including MS Excel (basic sorting, formulas)
data entry, and the ability to learn and use new and existing account
software.
Desired:
Able to communicate effectively in Spanish both verbally and in writing.
Bachelor’s degree in Accounting, Business, Environmental Science or
related fields and two or more years of experience working for a public
utility or waste-related business or appropriate combination of education and
experience.
Knowledge of Governmental Accounting principles and utility billing practices.
Necessary Physical Requirements:
Action: Frequency
Lifting:
10-15 pounds frequently; 25-50 pounds occasionally
Carry:
10-15 pounds frequently; 25-50 pounds occasionally
Pushing/Pulling :
10-15 pounds frequently; 25-50 pounds occasionally
Driving:
Occasionally
Balance/Stoop/Bend:
Frequently
Twist/Squat/Crouch:
Frequently
Kneeling:
Occasionally
Crawling:
N/A
Climbing Stairs:
Frequently
Climbing Ladders:
Occasionally
Standing/Walking:
Frequently
Reaching Above/Below/At Shoulder Level:
Frequently