Utility Services Coordinator

POSITION TITLE: Utility Services Coordinator

DEPARTMENT: Finance

HOURLY RATE: $22.73 - $$24.08

HIRING RANGE: $22.73-$28.41

FLSA STATUS: Non-Exempt

SUMMARY:

Under the general supervision, coordinates the Utility Services customer operation of the Town of Wellington. Most importantly, the position requires significant interaction with Utility users in the Town of Wellington to provide service, explain requirements, solve problems, secure payment and ensure compliance with procedures while maintaining the appropriate professionalism as a representative of the Town.

ESSENTIAL JOB FUNCTIONS:

The below list is intended to be illustrative of the responsibilities of the position and not all- encompassing. The Town may change these duties at any time

• Connection and disconnection of services; requesting and tracking of service orders; transferring utility accounts; and working with title companies to facilitate property transfers.
• Direct, coordinate and perform monthly billing cycle including meter read scheduling, review and validation of results and preparation of bills for printing and mailing.
• Perform month end processes, and investigate, resolve and correct any discrepancies noted.
• Responsible for the tracking and control of all customer meter information, including tracking and scheduling for replacement or upgrade.
• Work collaboratively with water and meter departments on problems and questions regarding usage, rates, meter problems, etc.
• Schedule work orders, service calls, and other activities for Town employees. Dispatch or otherwise communicate to employees on fulfilling service requests and other needs.
• Design or utilize billing system reports to uncover and address problems such as estimated billings, zero usage billings, etc.
• Review, learn and understand utility billing operations including Town Code, Ordinances and Resolutions impacting utility billing to facilitate explanations and discussions with utility customers concerning water, sewer and storm drainage service billings.
• Respond timely to customer complaints about utility bills and questions on rate increases, payment plans, and billing errors.
• Ability to maintain composure during difficult conversations with the public relating to customer accounts.
• Maintain the utility billing and other receivable balances to an aging established by the Finance Director.
• Review account balances in the utility billing system and investigate credit balances and request refund checks or propose adjustments as appropriate.
• Review and follow up on past due accounts, make decisions on accounts that need to be handled through the shut off process or have liens filed against the property.
• Review accounts that are to be tagged or shut off due to non-payment, negotiate with customers on an individual basis to make payment arrangements. Document and create payment arrangements in utility billing system.
• Process debits and credits as necessary, and research and correct payment posting errors on customer accounts.
• Notify customers and landlords of disconnect notices, returned (NSF) checks and unpaid deposits.
• Calculate customer charges, manage cash transactions, records, receipts and deposits.
• Research and resolve billing errors and information gaps such as missing equipment numbers.
• Manage the landlord and tenant process to ensure past due balances are handled appropriately.
• Work with title companies, meeting critical deadlines to ensure receipt of final/initial utility payments.
• Enter and/or direct cash receipts in accordance with established policies.
• Enter and/or direct proper documentation in the utility billing system of all customer communications.
• Prepare regularly scheduled and special reports, analyses and statements.
• Suggest and implement improvements to billing system and processes.
• Provide backup support to other office staff as needed.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

• Knowledge of current office procedures and practices.
• Computer literacy and competence, especially in word processing and database/spreadsheet programs.
• Ability to work effectively with other employees, vendors, contractors and the general public.
• Ability to follow complex oral and written directions.
• Ability to carry out a wide scope of duties.
• Ability to deal with non-routine matters and/or difficult situations.
• Ability to research and prepare reports.
• Ability to exercise initiative and to make sound independent judgments.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

MINIMUM QUALIFICATIONS:

• High School Diploma/GED
• One (1) year customer service experience
• Valid Colorado Driver’s license

WORKING CONDITIONS:

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

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, as well as talk, and hear.

The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.

CONDITIONS OF EMPLOYMENT:

• Must pass criminal history check.
• Must participate in Town’s Direct Deposit program.

For full consideration, please submit your Resume and Cover letter prior to January 29, 2023.

The statements contained in this job description reflect general details necessary to describe the principal function of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or provide relief, to equalize peak work periods or otherwise to balance the workload.

The Town of Wellington is an Equal Opportunity Employer, and it is the equal opportunity employment policy of the Town to make all recruitment, hiring, and placement decisions, as well as, other employment decisions on the basis of the qualifications of the individuals considered for the position to be filled, without regard to race, religion, color, age, sex or national origin. All Applicants must be physically able to perform the essential job functions outlined above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Job Type: Full-time

Pay: $22.73 - $34.08 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Wellington, CO: Relocate before starting work (Required)

Work Location: In person