Job Information
KERRVILLE - CITY OF Customer Service Supervisor in KERRVILLE, Texas
**[Job Summary: [Perform duties associated with the daily responsibilities of customer service personnel in the Utility Billing Office. Oversee and supervise daily operations of the office including oversight of new accounts, customer communication, draft payments, and escalated customer issues. The Customer Service Supervisor will manage, schedule, assign, prioritize, and review work.
[Principle Duties and Responsibilities: [This information is intended to be descriptive of the principle duties and responsibilities of the position. The following examples do not identify all duties performed by any single incumbent. ]{calibri",sans-serif"=""}]{calibri",sans-serif"=""}]{calibri",sans-serif"=""}]{calibri",sans-serif"=""}**
- Complete billing process for all cycles timely and accurately
- Process customer automatic drafts
- Complete monthly water activity report
- Complete monthly garbage billing
- Complete Utility Billing customer refunds
- Complete annual AMP and Sewer Averaging processes
- Supervise daily operations in the Utility Billing office to ensure customer satisfaction, customer issues are handled professionally, and efficient processes and procedures are followed
- Supervise and direct Utility Billing Clerks, schedule workflow, vacations, time off, holidays, training, etc.
- Assist Finance Administrator with hiring, termination, and disciplinary decisions or recommendations
- Monitor workloads, assist with performance evaluations, ensure adherence to standards and procedures
- Serve as part of the daily operations of the Utility Billing office including cashiering and customer service, when necessary
- Handle escalated customer inquiries, resolve issues, including payment arrangements, account adjustments, etc.
- Review and approve all account adjustments
- Manage bad debt accounts including reporting to collection agency. Maintain accurate records of bad debt.
- Coordinate with other departments as necessary to provide customer service
- Performs other duties as assigned.
[Required Knowledge, Skills and Abilities:]{calibri",sans-serif"=""}
Knowledge of meter systems
Strong customer service skills
Strong interpersonal and leadership skills
Strong team building skills
Solid decision making and organizational skills
Working knowledge of policies, procedures, and City ordinances related to utilities
Attention to detail
Working knowledge of Microsoft Office
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