Utility Billing & Customer Service Specialist

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 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.

• 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

• 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