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 job—someone 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.

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.

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…