City of Longmont, Colorado

Longmont, CO

Customer Service Representative - Utility Billing

$20-$22 / HOUR

Job Announcement

20210025 Customer Service Representative – Utility Billing

CLOSING DATE: March 05, 2021



Department: Shared Services

Division: Finance/Utility Billing

Hiring Range: $20.47 - $22.74/hour

Monday – Friday, 8:00 am – 5:00 pm

Regular Full-time with Benefits

Benefits include: Medical, Dental, Vision, Flex Spending, Defined Benefit Pension Plan, 401(a) Money Purchase Plan, Life & Survivor, Term Life & AD&D, Long Term Disability, Bereavement, Jury & Witness Duty, FMLA, Military Leave, Sick, Vacation, Holiday pay, EAP, Tuition Assistance.

Other benefits: Optional, employee elected, voluntary benefits are available.

This is a Fixed-Term position through 12/31/2023


Definition: Perform a wide variety of collection and customer service, public assistance, and public information functions associated with the provision and billing of Electric, Water, Waste water, Storm drainage, Sanitation and Parks municipal services to include a high level of public contact at the counter and via telephone.


Principal Duties: Provide customer service, both in person and on the telephone; to connect, disconnect, and transfer utility accounts to include obtaining detailed service information such as correct service location, services needed, and billing party. Monitor the Utility billing call queues and answer all incoming calls as presented; assist customers at the Utility Billing counter positions during assigned days and hours. Update and maintain data on the customer information system, CSR portal, customer portal and related databases in order to ensure the correct billing and provision of utilities services. Actively promote to utility customers, the use of on-line applications such as the Utility Billing customer portal and PWNR’s Service works application. Provide live telephone based user support for Utility customers’ use of Utilities’ on-line applications, especially the Utility Billing customer portal and PWNR’s Service works application. Trouble shoot all customer issues in the use of these applications, resolve those issues where possible and/ or escalate as appropriate. Actively promote to utility customers, the provision of voluntary services such as Sanitation’s composting service and LPC’s energy services offers and promotions. Calculate residential and commercial utility deposits based on established procedures and formulas. Process deposit refunds for disconnected accounts, research active accounts, and apply deposit credits accordingly. Set up customer bank draft payments (EFT) and maintain accurate records accordingly. Set up and monitor recurring credit card payments, process and allocate non-recurring credit card payments made over the phone. Run processes such as deposit refunds and credit balances on customer information system. Respond to customer complaints and questions related to all issues of the utility services, including but not limited to high utility bills and questions on rate increases, payment plans, and billing issues and disputes. Provide information to customers regarding all utility services and provide assistance to customers in the selection of “voluntary services” that are appropriate to them. Work with customers when service has been shut off for non-payment.  Perform data entry of connect/disconnect information into the customer information system and external database. Assign correct delinquency process to new customer accounts and perform collection functions on disconnected accounts. Review accounts that are to be tagged or shut off due to non-payment, work with customers on an individual basis to schedule payment arrangements, and set up payment arrangements in the customer information system. Research and correct payment allocation errors on customer accounts. Work collaboratively with water, electric, and meter departments in order to be able to understand and explain problems and questions regarding usage, rates, meter problems, etc. Calculate, set up, and monitor budget billing accounts. Explain to customers, City ordinance, policies and processes as they apply to the utility account and services. Explain charges related to the use of utility services to customers. Coordinate with Social Services agencies (OUR Center, LEAP, etc.) to gain financial assistance for customers in need. Notify customers of returned payments and unpaid deposits and amend customer accounts accordingly. Communicate and explain to delinquent customers the procedures and costs of the collection notice and shut off services.  Provide information on public assistance services and agencies. Ensure that all safety regulations and City safety policies are adhered to. Demonstrate behavior that sets a positive example for integrity, fiscal responsibility and professionalism. Performs essential duties and additional tasks in a manner which enhances City Attributes.

Working Environment: Work is performed primarily in an office environment. Job requires vision, hearing and speaking ability to communicate effectively with the public and co-workers. Job requires constant use of fingers and both hands, data entry approximately 6 hours per day, and answering phones.  Work at front customer counter involves standing or sitting in an elevated chair with continual turning/twisting motion from counter to CRT.  Must be able to work in a fast-paced environment and work effectively with irate, upset, angry or otherwise demanding customers.  Requires deductive reasoning abilities sufficient to recognize and resolve billing and customer account problems.

Qualifications: Any combination of education and experience equivalent to a minimum of one year of general office experience including a significant degree of public contact or one year of customer service experience. Special Qualifications:  Bilingual (English/Spanish) proficiency desirable.



The selection process will include complete job description review, personal interview, computer testing, background investigation, criminal background check, and substance screening.


DEADLINE: 11:59 P.M. on March 05, 2021

Online application (required) must be successfully submitted by 11:59 p.m. on March 05, 2021. The online application process is available for this position on our website at [ Link Removed ] . Resumes are not accepted in lieu of the City Application. For more information, call [ Phone number blocked ] .


The City of Longmont offers Equal Opportunity for employment to all qualified applicants. It is the policy of the City of Longmont not to discriminate on the basis of race, color, religion, creed, national origin, sex, sexual orientation, age, ancestry, veteran status, or disability unless related to a bona fide occupational requirement. If you need special assistance in the selection process, please contact the Human Resources Department in advance to make arrangements.





Job Requirements