Job description
Requirements
MOS Codes: None.
Education and Experience: A High School diploma, GED, or higher. and four (4) years customer service and billing experience including one (1) year in a supervisory capacity.
Licenses and Certificates: None.
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.
General Information
Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.
Note: This is a new advertisement for Customer Relations & Billing Supervisor. You must apply if you are still interested in this position.
Test information: To be announced.
Note: Applicants with a foreign degree must have all relevant documents translated and evaluated by a College, University or Credentials Evaluation Services Department prior to submitting them to the Human Resources Department.
A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.
To qualify for this position, required education, experience, knowledge and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.
Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.
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