Customer Care Associate - Water Resources

City of Burlington HR • Burlington, VT • 3h ago

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1313522

General Purpose\ The Customer Care Associate for Water Resources is responsible for executing all revenue collection and account\ management functions related to the provision of utility billing services for water, wastewater & stormwater. In addition,\ this position serves as the primary point of contact for customers and is responsible for providing courteous and accurate\ responses to all inquiries in an effort to create an exceptional customer experience.\ Union Affiliation: American Federation of State County and Municipal Employees (AFSCME)\ Pay Grade 14: \$27.00 \$30.07 Hourly\ Remote Tier 1: Zero (0) days remote/week\ Essential Job Functions\ Revenue Collection Functions\ Processes all customer payments received via mail, in person, online and through lockbox transfer file and posts to\ utility billing software.\ Ensures payment batches balance to software and prepares daily deposits.\ Compiles monthly payment and adjustment reports.\ Processes invalid payments tendered via check, credit card or automatic debit and notifies customer to ensure\ collection.\ Charges interest to delinquent accounts and sends monthly penalty notices to customers.\ Notifies customers of pending service termination for nonpayment and coordinate termination action according to\ Burlington City Ordinances\ Negotiates payment agreements and budget payment plans.\ Account Management Functions\ Reviews account change requests including property transfers, final meter readings, tenant & property manager\ authorizations, automatic debit authorizations and mailing address updates and processes updates in accordance\ with departmental policy.\ Responds to requests for consumption, billing, payment and rate history information.\ Performs calculations for final bills, estimated bills and rate change scenarios.\ Conducts routine account adjustments, transfers and interest waivers.\ Reviews requests for water and sewer account credits for completeness and follows up with customers as needed.\ Reviews bill discount program applications for completeness and follows up with customers as needed.\ Reviews and processes rebate program applications in accordance departmental policy.\ Customer Service Functions\ Provides front line customer service for Water Resources including answering a high volume of phone calls and\ responds to all manner of customer inquiries including explanation of policies and requirements for general utility\ services.\ Maintains a high level of professionalism and works to establish a positive rapport with each customer when\ communicating by phone, email, in person or on social media.\ Completes tasks in a timely manner and communicates any unresolved matters to management.\ Coordinates with Field Services to maintain the schedule for site visits related to meter repairs, replacements,\ installations, service estimates, flow tests and customer requests for troubleshooting.\ Receives customer reports of water outages or sewer backups and mobilizes relevant staff to investigate.\ Provides information about the Water Resources Assistance Program to customers and help them evaluate which\ rebates, discounts, or efficiency programs they are eligible for.\ Reviews impervious surface definitions, calculations and generate coverage map for customers with questions\ about their stormwater user fee.\ Creates, monitors and updates requests for service and/or information in the Citys asset management and request\ for service software as appropriate per departmental policy.\ Responsible for providing customer education, outreach and response during emergency main repairs, boil water\ notices and planned capital improvements according to DPWs Public Engagement Plan, Burlington City\ Ordinance and other related policies.\ Acts as a liaison between residents and the Citys insurance company for claims reporting and assist in the\ collection and reporting of facts from Water Resources employees.\ Maintains office supply inventories and re-orders as needed.\ Creates monthly schedule for regular workflow according to Burlington City Ordinance and departmental policy.\ Evaluates resident inquiries unrelated to Water Resources and provides contact information for appropriate City\ department.\ Processes all interdepartmental and incoming mail as appropriate and bring outgoing mail to the post office.\ Represents Water Resources at community events to promote departmental initiatives and programs.\ Provides support to others in Water Resources as assigned.\ Non-Essential Job Functions:\ Performs other duties as required.\ Qualifications/Basic Job Requirements\ Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities\ and work effectively across diverse cultures and constituencies.\ Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional\ development.\ High School Diploma or equivalent and two (2) years of customer service experience in an office environment that\

Similar Jobs

Produce Sales Manager

Hannaford • Burlington, VT • 9h ago

Management & Administrative

Category/Area of Expertise: Retail Operations Job Requisition: 465050 Address: USA-VT-Burlington-1127 North Avenue Store Code: Store 08161 Produce/Perishable (5152092) Hannaford Supermarkets started out as a fresh produc...

9h ago

Go to Apply

Force Protection Officer - Limited Service

State of Vermont • South Burlington, VT • 22h ago

Management & Administrative

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1313100 Overview The Military Department at the State of Vermont is seeking an armed civilian...

22h ago

Go to Apply

Commercial Sales Manager

AutoZone, Inc. • Essex Junction, VT • 1d ago

Management & Administrative

Job Description The Commercial Sales Team at AutoZone plays a pivotal role in driving growth across our professional customer base. Focused on delivering quality parts, reliable service, and dedicated support, this team...

1d ago

Go to Apply

VP, Account Management

RxBenefits • Burlington, VT • 2d ago

Management & Administrative

The Vice President, Account Management is a mission critical role responsible for delivering on our client commitments, creating and maintaining strong customer relationships and increasing the RxBenefits share and footp...

2d ago

Go to Apply

Administrative Services Manager II

Vermont Department of Corrections • Waterbury, VT • 2d ago

Management & Administrative

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1312293 The Administrative Services Manager II serves as a key member of the Department of Cor...

2d ago

Go to Apply

Economic Services Supervisor

State of Vermont • Waterbury, VT • 2d ago

Management & Administrative

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1312341 Overview The Benefit Service Center (BSC-Call Center) is seeking a member to join our...

2d ago

Go to Apply

District Family Services Worker - Burlington - Interim

State of Vermont • Williston, VT • 2d ago

Management & Administrative

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1312343 Overview The Department for Children & Families\' Family Services Division Burling...

2d ago

Go to Apply

Reach Up Case Manager II

State of Vermont • Burlington, VT • 2d ago

Management & Administrative

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1312308 Overview Who We Are: The Economic Services Division (ESD) is responsible for the admin...

2d ago

Go to Apply

ESD Program Manager

State of Vermont • Waterbury, VT • 2d ago

Management & Administrative

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1312309 Overview Central Office Reach Up is hiring for a Program Manager. The Program Manager...

2d ago

Go to Apply

Administrative Assistant

Robert Half • Burlington, VT • 3d ago

Management & Administrative

Description We are looking for a motivated and detail-oriented Administrative Assistant to join our team. This is a contract to permanent position, offering an excellent opportunity for growth and flexibility within a dy...

3d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.