Position Title: Customer Accounts Administrator
Responsible To: Customer Accounts Manager
FLSA Status: Non-Exempt
Salary Range: $41,600 - $62,400 Annually
Basic Function
Works under the direction of the Customer Accounts Manager. The primary role of this position is the administration of the District’s customer accounts. Accurately establishes new accounts, executes customer billing, and actively resolves customer and administrative issues that arise. Works closely with the District’s Collection Department in the management of customer accounts and the interpretation and implementation of District Rules and Regulations to all customer matters including the review of development and construction plans. Acts as a point of contact between the District, the Town of Estes Park, Larimer County, and other municipal/utility partners. May serve as a District representative on committees with those partners regarding customer accounts issues, District Rules and Regulations, and new development. Normal work schedule is Monday through Friday 8:00 a.m. – 5:00 p.m.
Essential Functions
The essential functions are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the position. Specific job assignments include the following:
- Support administration of District business by answering the telephone, assisting customers in the office, and support to Collection Department for collection line locates.
- Manage and assist in the workflow of posting and depositing customer payments, including electronic payments, to the appropriate accounts.
- Establish and administrate new customer accounts and manage the transfer of existing customer accounts.
- Work with the Collection Department to generate and process utility connection permits for new accounts.
- Understand, interpret, and fairly apply the District’s Rules and Regulations and perform all duties and tasks in the best interest of the District.
- Develop a solid understanding and fluency of the District’s customer accounts software.
- Administrate customer accounts including issuing timely communication and documents, invoices, statements, and notices to customers.
- Coordinate and follow through with contractors and developers to facilitate private service lateral connections and collection system development and initiate associated administrative processes.
- Conduct fixture inventories in structures of non-metered and metered customers.
- Compile and analyze water and wastewater data collected by District staff and outside sources in an accurate, efficient, and timely manner.
- Provide professional and courteous service to customers regarding all business issues, including billing concerns. Conduct research as required for billing and other account issues.
- Impartially apply finance, administrative, and other fees per the District Rules and Regulations.
- Generate work orders for the Collection Department and maintain records of work orders submitted.
- Pursue collection of delinquent accounts per District Rules & Regulations and coordinate with Collection Department to post customer notices. File liens and release of liens. Notify Larimer County and the Town of Estes Park of scheduled sewer tap disconnects.
- In collaboration with Customer Accounts Manager, assist the Financial Officer in reconciliation of customer accounts financial data with the District accounting system.
Additional Duties, Responsibilities and Requirements
- Assist the receptionist/secretary by performing general office and receptionist duties.
- Assist Customer Accounts Manager and other District staff as requested.
- Accurately utilize and enter customer files and other pertinent documents into the Laserfiche repository.
- Participate in public outreach efforts and, at the request of District leadership, attend and participate in Board meetings.
Education and Experience
Demonstrated education and experience required for this position are most often acquired through the following level of academic training and range of practical experience, or an equivalent combination as stated below:
Minimum Education Required
High School Diploma or GED.
Minimum Experience Required
Three to five years of customer service and administrative experience with an emphasis on managing customer accounts.
Knowledge and Abilities
Knowledge in:
- Customer service practices such as addressing customer concerns, resolving problems, and handling multiple customer issues at the same time.
- Video conferencing meeting software or related conferencing websites.
- Microsoft Office and Microsoft 365 products, utility billing-software Continental Utility Solutions, Inc. (CUSI), and other relevant software and applications.
Ability to:
- Work safely and professionally.
- Multitask.
- Employ positive, professional, and effective communication skills and, when appropriate, apply conflict resolution principles with the general public- in person, over the telephone, and in written correspondence to ensure successful outcomes.
- Organize and manage time, coordinate, and prioritize multiple tasks and projects, and complete tasks and projects on time.
- Adjust to multiple and changing priorities; remain flexible and open; demonstrate support for organizational changes and improvements; communicate changes effectively.
- Understand, communicate, and enforce regulations and policies.
- Communicate and use interpersonal skills with all staff of the organization sufficient to exchange or convey information and to receive work direction.
- Demonstrate a high degree of integrity and accountability; demonstrate excellent decision-making and problem-solving skills; exhibit sound judgement.
- Demonstrate attention to detail; produce quality, accurate, timely and reliable results.
- Become familiar with historic utility-billing software for historical reference purposes.
Special Licenses or Certificates Required
- State of Colorado Notary Public Certification
- Valid State of Colorado Driver’s License
Physical Demands
This is sedentary work exerting up to 10 pounds of force occasionally. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. This job will require occasional use of stairs to access items located in the basement of the District’s Administration building.
Work Environment
This position resides in a typical office working environment.
Physical Requirements and Work Environment
Frequency Guide
Rarely: Less than - 5%
Occasionally: 6 – 30%
Frequently: 31% - 70%
Constantly: Over 70%
Physical Task and Frequency:
Sitting: Frequently
Standing: Occassionally
Walking: Occassionally
Running: Rarely
Stooping: Occassionally
Kneeling: Occassionally
Squatting: Occassionally
Climbing: Rarely
Balancing: Rarely
Reaching: Rarely
Grasping: Frequently
Fingering: Frequently
Handling: Frequently
Visual Acuity - Near: Occassionally
Visual Acuity - Far: Occassionally
Depth Perception: Occassionally
Color Discrimination: Frequently
Peripheral Vision: Occassionally
Talking: Frequently
Hearing: Frequently
Physical Surroundings
Extreme Temperatures: Rarely
Inside Work: Constantly
Outside Work: Rarely
Walking on Uneven Surfaces: Rarely
Working at Height: Rarely
Environmental Conditions
Exposure to Chemicals: Rarely
Exposure to Gases, Fues, Dust: Rarely
High Noise Levels: Rarely
Moderate Noise Levels: Frequently
Vibrations: Rarely
Light/Power Equipment Ops: Rarely
Heavy Equipment Operation: Rarely
Working in Traffic: Rarely
Local Travel: Occassionally
Out of Town Travel: Rarely
Weight of Objects Moved
Over 100 Pounds: Rarely
Over 50 Pounds: Rarely
Over 10 Pounds: Occassionally