SUMMARY:Incumbents are responsible for the customer service/utility billing operations, which includes inbound and outbound calls regarding the sewer services as well as other city-wide calls from the general public. Ensures that Utility customers are billed and payments are applied on a timely basis by coordinating with customer service and fiscal staff.Supervisory responsibilities include planning, prioritizing, and assigning work; and conducting performance evaluations of staff members. Incumbents plan, organize, and implement the daily operational activities for the office; direct staff on difficult or complex customer inquiries; and handle escalated customer issues that cannot be resolved by office staff. Coordinates customer service activities with field supervisors.
ESSENTIAL DUTIES & RESPONSIBILITIES:
The list of duties and responsibilities is illustrative only, and is not a comprehensive listing of all the duties and responsibilities performed.
Supervises staff to include prioritizing and assigning work; conducting performance evaluations; ensuring employees follow policies and procedures; maintaining a healthy and safe work environment; and making hiring, termination, and disciplinary recommendations
Ensures work in the customer service/utility billing office is completed in an efficient and effective manner and with a high level of customer service, and ensures staff has appropriate training and resources
Ensures that cycle bills, off cycle bills and final bills are processed timely and that sewer and landfill are billed and reported correctly.
Provide regular daily, monthly, quarterly and annual reports as requested from the billing system using AS400.
Assists staff with a variety of customer service and investigative activities related to the area of responsibility
Exercises considerable discretion and judgment as the first or second level of escalation when staff is unable to satisfy customer requests
Utilizes discretion and independent judgment when investigating complex billing and account concerns with customers; this may include developing and implementing multiple period payment arrangements and other acceptable resolutions with customers
Monitors and identifies delinquent utility accounts, delinquent final bills and those accounts with broken payment arrangements, and determines the appropriate course of action
Assists in the ongoing development and review of policies and procedures for the area of responsibility
Oversees payment activity including billing payment collections in various forms such as credit cards, checks, and cash
Maintains the office staffing schedule to ensure established service levels are met
Oversees, audits, and ensures the collection of accurate data in the area of responsibility
Participates and makes recommendations in the development and the ongoing monitoring of the division budget
Maintains regular attendance and punctuality
Performs other duties of a similar nature or level
Exercises supervision of personnel in related area of responsibility.
Principles and practices for training, supervising, and evaluating staff
Principles of accounting
Techniques for providing a high level of customer service
Current high volume call center principles and practices
Modern payment technologies and processes
Utility billing, customer service and payment-related software
Applicable Federal, State and local laws, codes, and regulations
Recordkeeping principles for sensitive and secure data and information
Advanced investigation and problem solving techniques
Geography and street locations
Using computers and related software applications
Monitor and evaluate employees
Think critically and make decisions
Plan and schedule resources and activities
Prioritize and assign work
Train employees on work methods, practices, and procedures
Analyze complex data
Perform mathematical calculations
Interpret, explain, and apply policies, procedures, codes, laws, and regulations
Analyze situations, recognize problems, identify alternative solutions, foresee consequences of actions, and make appropriate recommendations
Develop and implement work plans
Prepare and maintain a variety of documents and records
Adapt to rapidly changing environments
Coordinate and execute multiple tasks
Understand and carry out written and oral instructions
Communicate and use interpersonal skills to interact with coworkers, supervisor, the general public, etc., to sufficiently exchange or convey information and to receive work direction
EDUCATION AND/OR EXPERIENCE:
Associates Degree from an accredited two (2) year college or university in Accounting, Finance, Computer Science, or a related field and have five years of specialized utility billing experience, including two years of lead or supervisory experience in a related field; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
The work environment and physical demands described here 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.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
WORK ENVIRONMENT Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions.