Billing Customer Support Specialist

About the Role

Castle Rock Water provides drinking water, sanitary sewer, and storm drainage systems for the Town of Castle Rock's more than 80,000 residents and businesses. Castle Rock Water is a national leader in the water industry, recently expanding its infrastructure to accommodate reuse water, implementing progressive conservation measures and implementing legacy stormwater projects.

Responsibilities

• Analyzes and responds to customer inquiries related to water bills, including usage trends, rate application, water budget allocations, service transfers, and account changes.
• Provides front-line and secondary customer service support for walk-in customers, telephone inquiries, and payment processing, with an emphasis on billing accuracy and account resolution.
• Processes daily payment activities, including balancing the cash drawer, creating and applying payment batches, processing ACH files, and resolving payment discrepancies.
• Initiates and processes Release Meter Requests (RMRs); establishes new customer accounts; verifies, analyzes, and updates account data; and assigns appropriate rate categories based on established criteria.
• Manages and analyzes the Average Winter Monthly Consumption (AWMC) audit report for new accounts to ensure accurate water budget allocations.
• Prepares and processes final bills for customer move-outs by analyzing meter reads, validating account activity, updating customer portals, and generating accurate final bills.
• Reviews and processes returned (NSF) payments by reversing charges, documenting account history, issuing correspondence, and analyzing patterns or repeat occurrences.
• Initiates, reviews, and tracks refund requests; verifies supporting documentation; and submits requests to Accounts Payable for processing.
• Monitors accounts receivable by billing cycle, identifies discrepancies or trends, and assists with resolution to support revenue integrity.
• Assists with monthly bill validation by reviewing meter reads, rate structures, water budget allocations, and system-generated calculations to ensure compliance and accuracy.
• Participates in the on-call rotation process for monthly service disconnects, including reviewing account eligibility, responding to inquiries, and supporting disconnect-related billing activities in accordance with Town policies and procedures.
• Conducts account research and data analysis to support internal audits, customer inquiries, and requests from other Town departments.
• Performs other duties as assigned or required.

Requirements

• Education: High School Diploma or GED equivalent.
• Experience: One to three (1-3) years of experience in utility billing, customer service, customer billing, accounts receivable, financial services, or a related administrative/accounting support role; or an equivalent combination of education, training, and experience.
• Knowledge of customer billing principles, payment processing, and accounts receivable practices.
• Basic understanding of water utility operations, including metering, rate structures, water budget allocations, and conservation programs.
• Familiarity with the utility billing life cycle, including bill generation, validation, adjustments, final billing, and service disconnect processes.
• Working knowledge of Microsoft Office applications, particularly Excel for reviewing data, reports, and reconciliations.
• Understanding of billing, meter reading, and banking/payment software systems.
• Familiarity with handling cash, checks, and electronic payment transactions in accordance with established procedures.
• Strong analytical skills with the ability to review, interpret, and validate billing data, reports, and account information.
• High level of accuracy and attention to detail when processing financial transactions and customer accounts.
• Ability to perform mathematical calculations related to billing, usage analysis, payment application, and reconciliation.
• Ability to identify discrepancies, research account history, and apply established procedures to resolve issues.
• Strong written and verbal communication skills to explain billing information clearly and professionally, including sensitive disconnect-related matters.
• Ability to organize work, manage multiple tasks, and meet deadlines in a billing-cycle-driven environment.
• Ability to work collaboratively and maintain effective working relationships with coworkers and customers.
• Ability to accurately handle and reconcile cash, checks, and electronic payments.
• Willingness to learn and apply Castle Rock Water policies, rate structures, and utility service regulations.

Compensation

• Hourly Range: $24.35 USDto$32.87 USD

Benefits

• Free membership to Miller Activity Complex (MAC) or Recreation Center
• Public Service Student Loan Forgiveness eligible
• Public Employees' Retirement Association (PERA) retirement plan with employer contribution
• Career Advancement Programs
• Competitive total compensation with benefits package