Admin Level II - Utility Billing

Description

Hiring Range: The hiring range for this position is $21.95 - $23.87 per hour, depending on skills and qualifications.

Work Schedule: Generally 40 hours per week – typically 8:00 am-5:00 pm Monday-Friday; with some after-hours meetings and problem resolution

NATURE OF WORK

As a member of the Utility Billing Division, the Administrative Level II - Utility Billing position performs a variety of administrative support functions. This position serves as front-line first contact for customers regarding inquiries in person, on the phone, and via digital communication. The individual serves as a representative between the town, the general public, and outside agencies. Work is performed with minimal supervision. The individual must exercise independent judgment with responsibility for the accuracy, timeliness, completeness, and assurance of proper quality control according to established procedures.

The individual in the Administrative Level II - Utility Billing role is responsible for clearly articulating town information, accurately collecting monies for various town services, and supporting administrative functions such as, but not limited to, records management, accounts payable, utility billing, and tracking, and administrative support. Most importantly, the individual solves problems and responds with tact, composure, and courtesy even when encountering contentious circumstances and assists individuals who may be experiencing significant stress.

Individuals in this position are required to perform work in a manner consistent with and exemplary of the town’s PRIDE philosophy and the town’s Equal Employment Opportunity policy.

SUPERVISION RECEIVED

Individuals work under the direct supervision of the Utility Billing Supervisor to carry out assigned duties, functions, roles, and projects in both routine and complex circumstances.

SUPERVISION EXERCISED

No supervisory responsibilities or control exercised.

Essential Job Functions

ESSENTIAL JOB FUNCTIONS

The Individual in the Administrative Level II - Utility Billing role is assigned specific assignments, job duties, scope, authority, responsibility, roles, and requirements as determined by the town, department, and pursuant to laws, regulations, and practices. Individuals in this position must be able to successfully perform, be responsible for, and/or assist in the fulfillment of many job functions and duties with or without reasonable accommodations.

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all-inclusive:

Customer Service

• Serves as a division representative for the general public and outside agencies, including responding to requests for information and assistance, resolving issues, drafting routine responses, screening complaints, ensuring proper response by the town to requests for services or complaints, providing follow-up and directing as necessary inquiries made in person or by telephone to appropriate individuals for a response. Identifies sensitive issues and brings them to the immediate attention of the supervisor.
• Performs a wide variety of customer service work, including, but not limited to, answering telephones, assisting customers, researching routine and moderate to complex customer account inquiries and complaints effectively.
• Provides support to other colleagues on duties and procedures as requested and needed.
• Accepts payments, issues receipts, and enters payments in the computer system. Balances money received and completes daily cash reports accurately.
• Distributes and processes mail daily.

• Performs a variety of administrative support functions such as data entry, typing, filing, maintaining records, processing paperwork, preparing mailings, and proofreading letters, memos, and transcripts in a team environment for all departments.
• Enters payment requests and reconciliations.
• Performs all ordering, receiving, stocking, and distributing supplies and equipment for Utility Billing and Town Hall
• Operates standard automated office equipment such as multi-line phones, photocopiers, computers, printers, calculators, or facsimiles.
• Ensures complete and accurate work product by specified deadlines and in accordance with established goals and objectives.

• May be involved in special projects that are directly or indirectly related to essential job functions.
• Continues educational and certification requirements in order to remain abreast of current methods and procedures.
• Assisting other departments/divisions as necessary.
• Performs other duties as assigned.
• May participate in town employee committees, projects, or assignments as required.
• Performs work safely, reports safety concerns to management, and supports safe work practices.

• Strong written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel, clientele and visitors of the Town of Windsor Must have excellent Microsoft Office (Word, Excel, PowerPoint) skills.
• Skill in providing a high level of quality customer service.
• Ability to work collaboratively in a team-oriented work environment.
• Ability to work under minimal supervision and exercise independent judgment with individual responsibility for accuracy, timeliness, completeness, and assuring proper quality control.
• Ability to concentrate and pay close attention to detail with frequent breaks in concentration caused by interruptions.
• Ability to work with the public and employees in a mature, effective, and responsible manner.
• Ability to handle money accurately, conscientiously, and honestly.
• Working under pressure and meeting deadlines is essential.
• Ability to communicate effectively with employees and various facility users to establish and maintain positive working relationships
• Ability to solve problems and respond with tact, composure, and courtesy even when encountering contentious circumstances and assisting individuals who may be experiencing significant stress.
• Ability to maintain confidential records.
• Demonstrates pride, enthusiasm, and positive attitude in dealings with customers
• Must have the ability to operate a variety of standard office equipment, e.g. copier, fax machine and personal computer.
• Ability to read, interpret, explain, and comply with a variety of policies, procedures, ordinances and regulations
• Ability to develop, organize, and maintain records and filing systems.
• Ability to handle telephone calls and walk-ins in a courteous and professional manner, with a variety of people and temperaments in potentially stressful/high-volume situations.
• Demonstrated personal effectiveness, credibility, thoroughness, flexibility, and collaboration skills in adhering to and advancing the town’s vision, mission, and values
• Must be able to demonstrate the ability to learn computer application systems/software, with or without reasonable accommodation.

• Equipment: Position requires the use of a variety of equipment: computers, tablets or other digital equipment, copiers, printers, scanners, fax machines, telephones, shredders.
• Materials: Position requires the use of a variety of materials used in general office work

Education, Knowledge, Skills, Abilities

EDUCATION, EXPERIENCE AND FORMAL TRAINING

• Minimum High school diploma or GED required.
• Minimum of two (2) years of relevant professional administrative experience; in a government, public-sector, or fast-paced extensive public contact environment preferred.
• Strong computer literacy including Microsoft Office Suite and financial software/database systems.
• Any equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills, and abilities to perform the essential functions.

• Must have a current Colorado Driver’s License or the ability to obtain one upon hire, that meets the Town of Windsor’s standards.
• CPR/1st Aid certification within three (3) months of employment
• Notary Public for the State of Colorado certification is desired.

Additional Information

WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The physical activities of this position include, but are not limited to, the following: fingering, sitting, grasping, reaching, handling, feeling, talking, hearing and repetitive motions.

The physical requirements of this position are considered Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

The employee is not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

Additional Information

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Town of Windsor reserves the right to modify, add, or remove duties and to assign other responsibilities as necessary, with or without notice.

Equal Employment Opportunity & Reasonable Accommodation

The Town of Windsor is dedicated to the principles of equal employment opportunity (EEO) and to compliance with the Colorado Protections for Public Worker’s Act (PROPWA) and other applicable laws. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, marital status, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law.

We are committed to providing reasonable accommodations to qualified individuals with disabilities, including during the application and hiring process. If you need assistance or an accommodation, please contact us at HRM@windsorgov.com.

The town is dedicated to the principles of equal employment opportunity. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, marital status, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law. This prohibition includes unlawful harassment based on any of these protected classes. Unlawful harassment includes verbal or physical conduct that has the purpose or effect of substantially interfering with an individual’s work performance or creating an intimidating, hostile, or offensive work environment. This policy applies to all employees, including managers, supervisors, co-workers, and non-employees such as customers, clients, vendors, consultants, etc.

The town will make reasonable accommodation(s) for qualified individuals with known disabilities unless doing so would result in an undue hardship for the town or cause a direct threat to health or safety. The town will make reasonable accommodation(s) for employees whose work requirements interfere with a religious belief, unless doing so poses undue hardship on the town. Employees and/or applicants needing such accommodation are instructed to contact the Human Resources Department.