Customer Relations & Billing Supervisor at City of El Paso, TX in El Paso, TX

City of El Paso, TX

๐Ÿ“Œ El Paso, TX
๐Ÿ•‘ November 23, 2020
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Customer Relations & Billing Supervisor

Requirements.
Education and

Experience

A High School diploma or GED, and four (4) years customer service and billing experience including one (1) year in a supervisory capacity. Licenses and Certificates : None. Special

Requirements

Positions requiring a CDL or positions of a safety sensitive are subject to drug and alcohol testing in accordance with federal regulations. General Purpose.
Under general supervision, implement, direct and supervise customer relations and service activities including automated billing. Typical Duties.
Provide and supervise customer service communications, and account activity. Involves: Call monitoring for quality assurance purposes, provide feedback to call takers, provide coaching and training to call takers to enhance the customer's experience and first call resolutions. Respond to and resolve complex customer complaints including billing discrepancies, processing practices and service quality complaints of internal and external customers courteously and professionally. Explain billing process to customers and employees. Investigate and resolve issues regarding specific jobs between assigned department and customers. Negotiate settlement agreements as authorized. Audit complex customer activity, financial records and databases to identify if adjustments are warranted. Prepare responses to customers. Service customer accounts (meter reading, billing, delinquent action, water service, permits and licenses, field inspections). Coordinate activities and special projects between customer service and other divisions. Plan and coordinate daily workflow and work order assignments to initiate service (new, transfer, changes, installment). Assure rules and regulations are followed. Assure orders to initiate services are completed accurately and timely and update customer account history. Collect payments for services, fees, utility bills, taxes, permits or admissions from customers. Manage and maintain customer records. Assist employees in the application of rate structures and computer systems. Administer and supervise billing functions. Involves: Set billing schedule of several different billing cycles, assign appropriate due dates, mail billing statements. Operate billing computer systems, address operational and systematic problems, and make recommendations for system enhancements. Send delinquent action notices when appropriate. Grant extensions on overdue accounts. Make recommendations for service improvements in work areas. Involves: Assist in the evaluation of operations, policies and procedures as they relate to customer service. Assist in managing accounting functions. Involves: Post daily payments and customer account adjustments, reconcile accounts receivable and cash accounts. Update daily cash files, account adjustment files and billing corrections on computer system. Record data correctly in general ledgers, and generate associated reports. Maintain filing system logs and keep records and reports. Supervise assigned staff. Involves: Schedule, assign, instruct, guide and check work. Appraise employee performance. Provide for training and development; enforce personnel rules and regulations, and work behavior standards firmly and impartially. Counsel, motivate and maintain harmony. Interview applicants. Recommend hiring, termination, transfers, discipline, merit pay or other employee status changes. General InformationFor complete job specification, click here .Salary range: $15.06 - $21.81 per hour
The starting salary is generally at the beginning of the salary range. Test information: To be announced. Please note: Current opening is at the Planning and Inspections department. However, this eligible list could be used to fill positions located in other City departments. Please note: This is a new advertisement for Customer Relations and Billing Supervisor. You must apply if you are still interested in this position. Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received. Closing Date/Time: 11/24/2020 11:59 PM Mountain

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Job Expires: December 23, 2020

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