East Cherry Creek Valley Water and Sanitation District (ECCV) has been sustaining our community by providing safe and reliable water since 1962. Sourced from the South Platte River and non-tributary aquifers, ECCV distributes water to approximately 65,000 customers in the eastern portions of the City of Centennial and unincorporated Arapahoe County. As the area has grown into a thriving district of homes, schools, and businesses, ECCV has been there, providing the water the community needs with excellence and efficiency.
At ECCV, our commitment begins with our people. Through cooperation, openness, and respect, our teams and departments collaborate to realize our shared mission of providing safe, reliable water to our community. At ECCV, we prioritize trust, teamwork, and communication. We encourage and support our employees by offering an excellent benefits package that includes:
• Employer fully funded 401(a) Pension Plan and Health Reimbursement Plan, with 100% vesting immediately.
• Outstanding group insurance plans and options offered: Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance, with two Employee Assistance Plans (EAP). Various plans and elections will have little to no premium cost to employees.
• Generous Paid Time Off (PTO) accrual and nine paid holidays annually.
• Other benefits include Tuition Assistance, 457 Deferred Compensation Plan, Wellness Reimbursements, Flexible Spending Accounts, and supplemental insurances such as Colonial, Legal Shield, and Pet Insurance.
SUMMARY
The Customer Service Representative provides high-quality customer service by assisting callers and walk in customers, responding to written and electronic inquiries, researching customer issues, and supporting the investigation of water service concerns and emergencies. The role also supports new development and re-re-development by coordinating with builders to process tap fees and meter checkouts, while working collaboratively with the team to ensure consistent coverage and timely completion of tasks.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Provides prompt, accurate, and courteous customer service to external and internal customers; actively listens to customer requests and concerns, responds to emails from customers in a professional and timely manner, greets visitors, answers phones and routes incoming calls; coordinates with team members to ensure adequate phone and walk-in coverage during business hours.
• Utilizes billing system to educate and assist customers; process payments; research customer information; documents customer contact information, notates additional detail on customer accounts and enters billing adjustments as needed.
• Provides backup support to the Billing Specialist by assisting with processing statements, applying late fees, and sending out IVR notifications.
• Processes tap fees, applications and meter requests; calculates differential billing and creates new accounts
• Interacts with Title Companies for final reads, transfers of service and creates new homeowner’s accounts.
• Monitors bankruptcy and lien activity on accounts; making account changes and adjustments as needed; notify the District’s legal counsel of bankruptcy status accounts for filing purposes; processes the intent to file liens utilizing the on-line portal.
• Prepares month-end reports for accounting, detailing new homes and activated meters.
• Cross-trains in other positions to ensure consistent coverage; provide training for new hires and other staff on process, procedures of daily calls and the billing system as needed.
• Participates in continuous improvement initiatives and provides input and feedback on department policies and Standard Operating Procedures (SOP).
• Maintains regular and predictable attendance as scheduled.
OTHER RESPONSIBILITIES
• Participates in or leads One ECCV committee(s) and/or taskforce(s).
• Provides back-up coverage for other positions.
• Performs other duties and projects as assigned.