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 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, proof‑reading, 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.

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 take 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 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…