Utility Billing Administrative Level III

Hiring Range: $22.76 - $24.76 per hourWork Schedule: Generally, Monday-Friday; and, after-hours meetings and problem resolution  NATURE OF WORKAs a member of the Information Services Department, the Utility Billing Administrative Level III position performs a variety of complex, high volume and administrative support functions. This position serves as the 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 Utility Billing Administrative Level III 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, budget preparation 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 the 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 FUNCTIONSThe Individual in the Utility Billing Administrative Level III role is assigned specific assignments, job duties, scope, authority, responsibility, roles, and requirements as determined by the town, department, and division, 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 department 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. Assists and provides backup support to utility billing. 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.  Trains and 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. Administration 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; monitors the Information Services department budget, operational and capital funds; conducts comprehensive business analysis for Information Services. Performs all ordering, receiving, stocking, and distributing supplies and equipment for Information Services and Town Hall  Operates standard automated office equipment such as multi-line phones, photocopiers, computers, printers, calculators, or facsimiles. Utilizes data entry, word processing, and spreadsheet software to develop and maintain written communications and information. Utilizes file maintenance programs to enter, store, and/or retrieve information as required or to establish or modify existing files. Establishes, maintains, and secures a variety of tangible files including, but not limited to, correspondence, forms, cards, receipts, reports, and records; maintains logs, ledgers, or other audit and tracking records. Ensures complete and accurate work product by specified deadlines and in accordance with established goals and objectives.  Provide administrative assistance by scheduling meetings, appointments, and activities for the division and other departments as needed. Monitors the effectiveness of administrative support functions and recommends procedural changes to improve effectiveness. Attends meetings and takes notes and/or keeps minutes as required.        May transcribe from dictation or rough drafts.   Assists in developing and maintaining reference manuals for the division. OTHER DUTIES 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. KEY ROLESIn addition, the Individual in this position must be able to serve in a variety of roles, including, but not limited to the critical roles outlined below:Service ProviderThe individual in the Utility Billing Administrative Level III role is required to provide a high level of quality customer service to a diverse client base using a multitude of resources, systems, and skills. In addition, this individual serves as the first point of contact for citizens, customers, vendors, and other agencies for town business. Must demonstrate initiative and leadership by assuming responsibility and accountability for each contact and transaction with the public; ensuring quality work and that customer service is a primary focus.Team MemberCollaborate with a range of fellow team members to maintain the primary focus of customer service. The individual in the Administrative Assistant role is responsible for assisting team members in projects, and assignments and providing necessary backup to day-to-day services. The individual effectively communicates in a positive, supportive, and open manner to team members and customers. 

EDUCATION, EXPERIENCE AND FORMAL TRAINING Minimum of two (2) years of administrative experience in a related field, such as public or private business. High School Diploma or equivalent. Strong computer literacy including Microsoft Office Suite and 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. LICENSES OR CERTIFICATES: Must have a current Colorado Driver’s License or the ability to obtain one upon hire, that meets the Town of Windsor’s standards. Notary Public for the State of Colorado certification is desired. KNOWLEDGE, SKILLS, AND ABILITIES: Knowledge of general office practices and procedures. Knowledge of math, spelling, grammar, punctuation, and vocabulary. Skill in organizing and managing multiple and competing tasks. Skill in the operation of standard office machines such as multi-line telephones, copiers, fax machines, calculators, and audio/visual equipment. Skill in using standard computer equipment and software including word processing, database management, spreadsheet applications, and electronic mail. Skill in providing a high level of quality customer service. Skill in accurately calculating payments due. Skill in the safe and lawful operation of a motor vehicle. Ability to work overtime, if needed. 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 provide a high level of quality customer service to a diverse client base. Ability to operate and utilize automated financial systems. 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 exercise discretion and independent judgment involving customer service requests. Ability to read, interpret, explain, and comply with a variety of policies, procedures, ordinances and regulations. Ability to identify problems or issues, analyze data, and make sound recommendations based on findings. Ability to work with the public and employees in a mature, effective, and responsible manner. Ability to maintain the confidentiality of information as required. Ability to listen well and communicate effectively orally and in writing with various audiences. Ability to maintain appropriate keyboard skills necessary for successful job performance. Ability to develop, organize, and maintain records and filing systems. Ability to compile information and prepare detailed reports. Ability to accurately calculate payments due. Ability to research and track financial transactions and information. Ability to handle money accurately, conscientiously, and honestly. Ability to understand and comply with statutes, ordinances, regulations, standards, procedures and laws. Ability to understand and comply with written and verbal instructions and the goals of the division. Ability to prepare documents unique to areas of assignment. Ability to train other employees on duties and procedures.  Ability to establish and maintain effective working relationships with employees, other agencies, vendors, and the general public. Ability to work safely and with a focus on safety. Ability to successfully pass the determination of eligibility; an additional and more extensive background screen necessary to obtain an Operators Security Number (OSN).    MATERIALS and EQUIPMENT USEDMaterials and equipment used include, but may not be limited to the following: Equipment: Position requires the use of various equipment including staff vehicles, computers/tablets/other digital equipment, calculators, copiers, printers, fax machines, telephones, first aid supplies, cash register

EORKING ENVIRONMENT/PHYSICAL REQUIREMENTSThe 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: climbing, balancing, kneeling, stooping, crouching, reaching, lifting, fingering, sitting, standing, walking, grasping, feeling, talking, hearing and repetitive motions. The physical requirements of this position are considered both 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; and, Light Work, exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. 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).This position is not considered safety sensitive because the individual does not operate a commercial motor vehicle, as a regular function of his/her daily job duties.  Note:  This position description is not intended to be an exclusive list of all of the requirements, duties, tasks, roles or responsibilities associated with the position.   Nothing in this position description restricts the town’s ability to assign, reassign or eliminate duties and responsibilities of this job at any time.     The Town of Windsor will make all reasonable accommodations to ensure that people with disabilities have an equal opportunity in employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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.