SENIOR BILLING & COLLECTION TECHNICIAN -CS presso The Villages Community Development Districts

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 helps 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 a “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 who desires 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 will act alongside the supervisor on duty when the manager is unavailable. With the manager’s assistance, this position will coordinate operational activities including directing the work of other technicians and setting priorities. Performs billing and collection duties related to the many services provided by The District.  Work is usually independent within a team environment and requires critical thinking and problem-solving skills, while striving to satisfy customers concerns while applying the rules, tariffs and policies of the District. Responsibilities in this position may include any combination of the following.  

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

Collections

• Accepts customer payments in the form of third-party banking, cash, check, debit, and credit cards.
• Assists with the processing of ACH automatic withdrawal setup for customer accounts and processing through billing, while maximizing the fiduciary stewardship of the District.
• Performs collection duties for amenity/utility/sanitation and RV billings to include review and analysis of customer accounts, initial customer contact, written correspondence, and preparation of legal documents (notifications, mailings and liens).
• Processes disconnect notices, verify payments within allotted time frames; prepare work orders for accounts requiring disconnection.
• Processes letters for liens, research legal title, process requests for checks, prepare legal lien and process for filing. Process lien satisfactions on paid accounts and applicable updates for all existing liens.

Administrative

• Maintains and monitors phone coverage schedule.
• Assists utility billing and collections supervisor and manager with approving account adjustments.
• Assists with providing training guidance to all technicians and completing training documents for new employees and properly documenting new technician’s performance.
• Assists with preparing and completing various reports and correspondence.
• Research legal documentation related to property and title ownership, returned payments, foreclosures and bankruptcies and collections.
• Updates customer database based upon information provided by customers and ensure the integrity of the customer billing addresses through the returned mail processing.

Customer Service

• Maintains excellent public relations and provides excellent customer service through communications with public and other departments and agencies.  Ability to work effectively and productively with others.  Ability to answer telephone and direct phone call to the appropriate department.
• 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, general community resource information, and District policies; refer inquiries to appropriate departments/personal or other agencies as needed.
• Performs analysis of customer inquiries as it relates to water consumption, field reports and were appropriate credit calculations performed for accounts.
• Represents Department at various community events, answering questions, notifying new residents in which District they reside, and passing 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)

• Actively support and exemplify the Core Values, Mission and Vision of the District.
• Participates proactively as part of the customer service team in identifying and making suggestions regarding efficiencies, strategies and improved services. 

MINIMUM EDUCATION AND EXPERIENCE

• Training and experience equivalent to Associates Degree or equivalent in Business Management, Customer Service or related field from an accredited educational institution.
• Minimum of (2) two years, or equivalent combination of managerial or training experience.
• Any combination of experience and training that would provide the required knowledge, skills and abilities to successfully perform the essential functions of this position.

MINIMUM CERTIFICATES, LICENSES, REGISTRATIONS

• Valid Florida Driver’s License required.
• Required FEMA (ICS) certifications must be completed within six months of hire. 
• All candidates and employees must successfully pass background screening. 

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES (Includes, but not limited to)

Knowledge

• Proven intermediate or better computer proficiency to successfully perform tasks utilizing Microsoft package including Word, Excel, Outlook and PowerPoint.
• Prior experience with BS&A or similar accounting software preferred.
• Prior customer service experience, including but not limited to billing, collections, call center, etc. preferred

Skills                                                                   

• Successfully learn utility billing and meter reading computer software. Prior knowledge of utility billing programs/software helpful.
• Successfully instruct, direct and evaluate employees
• Successfully identify employee training needs and initiate appropriate training methods.
• Provide excellent written and verbal communication skills & professional appearance.

Abilities

• Assist supervisor in identifying technician performance issues and implementing basic corrective actions through additional training sessions.
• Successfully multi-task in a fast-paced environment to meet multiple demanding deadlines.
• Manage time and focus on tasks to consistently meet required performance standards of position.
• Maintain dedication and commitment to producing quality work product and providing optimal Customer Service.
• Successfully complete background check, credit check, and drug screening.

EQUIPMENT (Includes, but not limited to)

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 will be exposed to the following:

• Varying and unpredictable weather conditions while driving.
• Interior office environments, with moderate change in temperature, typically 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 following applies:

• 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.