Billing & Collection Tech I-Customer Service

Do you thrive in an environment that is geared towards outstanding hospitality? Do you have a passion for being innovative and creative? Is hard work on your top list of ideals? Are you a steward of your working environment? Then read on…

The Villages Community Development Districts (The District) tops the list of community development districts that continue to grow in one of the most scenic locations in Florida, The Villages. Our collective commitment to hospitality, innovation & creativity, hard work, and stewardship help employees thrive and excel in many fields within The District. An immediate full-time opportunity exists for an individual with commitment, a “passion” for excellence and “drive” for accuracy to join our Customer Service team. This position requires a solid background of advanced customer service skills used daily. The incumbent will enjoy a challenging atmosphere and be part of a productive team that supports the District and the surrounding community. The District is looking for an individual with a desire to utilize their cutting-edge skills. The District provides a supportive and engaging workplace that is committed to developing great talent, coupled with competitive compensation and benefits. Do not pass up this opportunity to be a part of a positive, expanding organization.

Competitive Benefits as a full-time employee of the District include:

• Medical Insurance (fully paid for employee single coverage)
• Voluntary health benefits, including Dental and Vision Insurance
• 401(a) Retirement Plan, with contributions funded by the District
• 457(b) Retirement Plan, permitting employee pre-tax deferrals
• Flexible Spending programs for both Medical and Dependent Care
• Employee Assistance Program
• Paid Time Off
• Tuition Reimbursement
• Public Service Loan Forgiveness Eligible
• Tier 2 qualifying organization for The Villages Charter School

JOB SUMMARY

This position performs billing and collection duties related to the many services provided by the District. Work is usually independent within a team environment. Critical thinking and problem-solving skills are required while striving to satisfy customers’ concerns while applying the rules, tariffs and policies of the District. This position is responsible for accurately responding to statement questions for all residents, businesses, and services within The Villages Community Development Districts. Responsibilities in this position may include any combination of the following.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Includes, but not limited to)

Billing

• Processing of billing reports and statistics.
• Communicates with property owners, tenants, title companies, realtors, attorneys and other non-District entities regarding account status, connection status, and information.

Collections

• Assists residents with ACH automatic withdrawal setup through District Software or customer accounts.
• Performs collection duties for amenity, utility, sanitation, and RV billings to include review and analysis of customer accounts through verbal, in person and written correspondence.
• Maintains integrity of stored documents via scanning and electronic storage protocols.

Customer Service

• Maintains excellent public relations through communications with the public, other departments, and agencies. Ability to work effectively and productively with others.
• Communicates with customers in person, on the phone, via e-mail & the internet and through informational documents. Respond to public inquiries in a professional and courteous manner and within the scope of knowledge to provide information regarding all aspects of utility billing and District policies.
• Contacts customers to resolve issues such as check amounts not in agreement, missing signatures, missing amounts, and postdated checks.
• Performs analysis of customer inquiries as it relates to water consumption, field reports and relay work order results to residents.
• Represents Department at various community events and hand out general District information.

Additional

• Performs other duties as assigned.
• May be expected to perform additional duties in an emergency.

ESSENTIAL EXPECTATIONS OF PERFORMANCE AND BEHAVIOR (Includes, but not limited to)

• Cultivates and maintains effective working relations within the department, the District, as well as outside of the organization.
• Models behavior to the District Core Values at all times.
• Fosters a teamwork environment.

MINIMUM EDUCATION AND EXPERIENCE

• Associate degree is preferred in Business Management, Customer Service or related field from a two-year College is preferred; or 2 years of relevant experience.

MINIMUM CERTIFICATES, LICENSES, REGISTRATIONS

• Valid Florida Driver’s License required.
• All candidates and employees must successfully pass background screening.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES

Knowledge

• Proficient personal computer skills and basic proficiency level in knowledge of Microsoft packages involving Word, Excel, Outlook, and Power Point. Knowledge of utility billing programs/software helpful.

Skills

• Committed to provide excellent customer service experience to residents and the public.
• Excellent verbal communication skills & professional appearance.

Abilities

• Ability to be well-organized & successfully multi-task in a fast-paced environment to meet multiple demanding deadlines.
• Ability to learn utility billing and meter reading computer software.
• Ability to provide excellent customer service to our residents.
• Function successfully in a work environment where the workflow volume can change dramatically throughout the day.

EQUIPMENT

Position requires the use of telephones, personal computers and productivity software, document imaging scanners, copiers, and other office equipment.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is exposed to:

• An interior office environment, with moderate change in temperature. The work environment is inside an air-conditioned building.
• The noise level in the work environment is usually moderate.
• There are frequent interruptions from the staff and the public for information or assistance.

Physical Requirements

The physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is:

• Regularly required to stand; walk, push/pull; handling/fingering; reach forward; reach overhead; kneeling; stooping; twisting; squatting; sitting; balancing.
• The employee must frequently lift and or move up to 20 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.