Customer Service Representative I​/II

The Customer Service Representative I (CSR I) performs a variety of routine and complex transactional functions for City services including accurate and timely billing and collection processing for utility services. Successful incumbents demonstrate the ability to navigate and integrate multiple technology systems, utilize advanced spreadsheet functions, and identify and investigate anomalies in billing records. They provide exceptional customer service to utility customers by explaining water usage and trends, rates and charges, meter functions, and water 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.

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.

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

• Establish effective interpersonal relationships through honest, open communication and follow-through on…