Customer Service Specialist
Job Details
Vail Administration Building - Vail, CO
Full Time
$22.29 - $31.23 Hourly
Negligible
Day
Customer Service
Summary

Eagle River Water & Sanitation district is looking for a confident communicator to join our team of customer service experts as a liaison to support our customer’s needs with information and responsiveness. Does this sound like you?  You know everyone by their first names. You are someone who needs to learn and do something a little different each day. You are kind, enthusiastic, energetic, and a skilled communicator. You are so detail oriented that you can find the needle in the haystack. You love daily variety AND a stable but flexible work schedule. You want to have fun with your team at work and you believe that if the team is successful, you are successful. You are looking for a job that serves the community and makes a difference. This position will support and be part of the highly productive team that is committed to providing efficient, reliable water and wastewater service to our customers from East Vail to Wolcott.

Why work for us? The work you will do as a Customer Service Specialist allows you to be an advocate for customers and plays an essential role in water services in our community. Additionally, we offer excellent benefits including medical, dental, & vision coverage, employee housing & stipend program, relocation assistance, retirement savings plans, and ample opportunities for professional development.

The Day to Day:

  • CUSTOMER INQUIRIES: Receives customer inquiries concerning such matters as processing service connections and disconnects delinquent accounts, service and trouble orders, letters received, high bill or usage complaints and disputed bills. Researches the information and issues work orders to meter techs and follows through to a satisfactory conclusion.
  • RELATIONSHIPS: Acts as a liaison between customer and various organization departments.
  • COMMUNITY DEVELOPMENT: Evaluates title companies’ requests for property transfers, verifying any outstanding tap fees and delinquent balances, escrowing the proper amount, auditing the account and looking for uniformity issues, along with final reading, service orders and billing information. Requests new account numbers for projects under construction and tear down rebuilds, and follows up on completion for addition of accounts into the billing system. Prepares account files for construction projects, calculates and collects the tap fees. 
  • ADMINISTRATIVE: Answers the phone and is logged into the agent queue.
  • BILLING: Updates customer billing information such as address changes, new owners, generates letters and emails to customers etc. Prepares adjustments to utility accounts related to investigations of disputed amounts, makes recommendations on dispute resolution, and manages the expedited dispute resolution policy. Establishes payment plans, manages promises to pay through the CIS system. Maintains a record of accounts, which have been approved for partial payments and follows up on payment plans. Participates in the collections and lien procedures, including managing notices, payment arrangements, liens, and certification to taxes. Understands the collections process in CIS.
  • DATA INPUT AND ANALYSIS: Performs auditing of customer and account files to be set up for billing to ensure that all documents are in order and billing information is complete and accurate. Assists as needed with input of payments into CIS, printing batch reports, balancing computer reports to daily cash sheet, and correcting input errors.
  • TEAMWORK: Supports and assists as the other Customer Service Specialists. Supports and assists with utility billing. Schedule appointments with customers and meter techs for home visits.
  • CONTINUOUS IMPROVEMENT: Reviews and suggests changes to processes to improve customer experience, efficiency, compliance, and consistency. Participates in special projects that support process improvement.
  • SAFETY: Required to follow all District safety and security policies and wear Personal Protective Equipment as required by the job duties.
Competencies and Qualifications
  • The ideal candidate for this role is skilled in troubleshooting and resolving internal and external customer issues and inquiries.
  • High school diploma or general education degree (GED); and one year to three years related experience in receivable accounts, databases, data entry and ten key functions and customer service experience, and/or training; or equivalent combination of education and experience.
  • A strong candidate for this role is committed to continued learning and enjoys being part of a team.
  • Proven communication (both verbal and written) & customer service skills and the ability to work productively with minimal direct supervision. Bi-lingual (Spanish and English) is not required but desirable.
  • This role will spend a lot of time working with a computer so proficiency with Microsoft Office Suite, especially Excel, is required. Experience with specialized software suites related to billing or finance/accounting preferred but not required. Software includes CIS Infinity, WaterSmart, Paymentus, Mitel, and others.
  • Basic math skills are required.
  • Excellent time management and organizational skills are essential to the role as well as an ability to manage a large variety of tasks and deadlines in a positive and productive manner. Experience or familiarity with functioning in an “active” or “busy” call center environment is preferred.
  • Must possess a valid Colorado Driver's license within 30 days of full time employment and be insurable under District's standards. 
  • Must obtain CPR/First Aid Certification within the first six (6) months of employment. 

HIRING RANGE

The range for this role is $22.29 - $31.23 hourly. Hiring wage will depend on qualifications and experience, but typically falls within the minimum and midpoint of the pay range.

BENEFITS

At ERWSD, we value life-work balance and are leaders in the industry with our holistic benefits package, which includes but is not limited to:

  • Comprehensive medical, dental and vision coverage
  • Employee housing and $300 monthly housing stipend programs
  • Wellness program
  • Retirement savings plans (414h and 457)
  • 13.5 Paid Holidays
  • Paid Vacation, Sick and Comp Time
  • Relocation Assistance (if applicable)
  • $400 Annual Recreation Benefit
  • Tuition Reimbursement
  • Ski Pass, Electrical Vehicle, and Computer loan programs
  • Hybrid/Remote schedule optional but must be able to be in office 50% of the time

Click HERE to learn more from our full 2022 Benefits Guide.

All District employees must submit to a pre-employment drug screen and extensive background check. For a full position description, email erwsdjobs@erwsd.org

All applicants must apply online at www.erwsd.org by June 30, 2022.

We are an Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, sexual orientation, marital status, genetic information or any other status protected by law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

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