at City of Burlington HR in Burlington, Vermont, United States
Job Description
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 City’s 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 DPW’s Public Engagement Plan, Burlington City
Ordinance and other related policies.
Acts as a liaison between residents and the City’s 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
included direct customer interaction is required
Experience with an essential utility (e.g., water, sewer, electricity, gas) is preferred.
Experience in processing and balancing cash receipts is preferred.
Ability to learn and understand basic technical/engineering concepts related to meter technology and installation,
water supply and subsurface water resources utilities.
Ability to interact with customers and other members of the public in a courteous and professional manner at all
times.
Ability to work in a Windows based computer environment with database, spreadsheet and word processing
software.
Ability to learn all aspects of the Water Resources customer information system(s).
Ability to work effectively both independently and with coworkers as part of Customer Care and other teams.
Ability to handle multiple tasks concurrently while remaining detail oriented.
Benefits
The City of Burlington is proud to offer full time employees a comprehensive benefits program that includes:
Medical/Dental Insurance Coverage
Prescription Drug Coverage
Flexible Spending Programs
Short-Term Disability Insurance
Paid Leave (Sick and Vacation)
Pension Plan
Contributory Retirement Plan
Life Insurance
Discounted Gym Memberships
Free Yoga Membership to Sangha Studios (Burlington, Williston & online)
Tuition Discounts for Champlain College TruEd
Employee Assistance Program
Wellness Bonus Incentives Program
Local & National Store Discounts
Subsidized Transportation Options
Qualifying employer for Public Service Loan Forgiveness
For additional details please visit https://www.burlingtonvt.gov/HR/benefitsinformation
Employer
City of Burlington, Vermont
Address
Ability to post data and make rapid, accurate mathematical calculations.
Excellent written and verbal communication skills and a strong customer service orientation are essential.
Ability to use the internet and social media effectively.
Ability to operate standard office equipment.
Regular attendance is necessary and essential to meeting the expectations of the job functions.
Ability to create and maintain an environment that embraces the 6 departmental operating principles; Customer
Service, Fiscal Responsibility, Good Labor Relations, Employee Empowerment, Cooperation and Constant
Improvement.
Ability to understand and comply with City standards, safety rules and personnel policies.
Additional Information
Promoting a culture that reveres diversity and equity.
The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a
dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the
basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation,
gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in
employment or the provision of services.
In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing
diversity to apply.
Applications for our employment opportunities are only accepted online through our Government Jobs website.
For accessibility information or alternative formats, please contact Human Resources Department at 802-540-
2505 or careers@burlingtonvt.gov
