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Lead Customer Service Representative for Utilities

2 months ago

Roswell, New Mexico, United States City of Roswell Full time

SUMMARY:
Under the guidance of the Utilities Billing Supervisor, this role plays a crucial part in overseeing the daily functions of the Utilities Billing Department and its personnel. The position contributes to the formulation of policies and procedures aimed at enhancing operational efficiency, billing accuracy, and customer satisfaction.

KEY RESPONSIBILITIES:

The essential functions, as defined under applicable regulations, may encompass the following representative duties, knowledge, and skills.

This outline is not an exhaustive list of all tasks and responsibilities performed by individuals in this role; employees may be assigned additional duties as necessary; reasonable accommodations will be provided as required.

The job description does not constitute an employment contract and is subject to modification at any time by the employer.

Key duties and responsibilities may include, but are not limited to, the following:

Supervises, trains, and inspires the utility billing team.


Assists in assessing employee performance; collaborates on decisions regarding hiring, promotions, disciplinary actions, terminations, and other employment matters.


Serves as a resource for resolving customer inquiries that front desk staff or billing clerks cannot adequately address, including escalated issues such as payment arrangements, fee waivers, service disconnections, tenant/landlord disputes, meter reading discrepancies, payment challenges, and leak adjustments.


Assists in managing customer service and utility billing processes, which include coordinating billing notifications, service disconnections, monitoring accounts with service interruptions, and prioritizing work assignments for team members.


Reviews water service applications and termination requests to ensure accurate service addresses are verified and recorded in the Utility database; checks to confirm that all new services are billed correctly and that terminated services are properly processed.

Assists with processing returned payments and any necessary cashiering adjustments.


Ensures the accuracy of utility billing, cash receipting, miscellaneous accounts receivable databases, the online payment system, and utility call center operations; ensures daily reconciliations are completed and that all discrepancies are addressed; manages user access for the utility database, online payment system, and call center management tools.

Handles overflow phone calls; assists customers with inquiries and directs calls as necessary.

Identifies overdue utility accounts and other miscellaneous receivables, and assists in coordinating debt recovery efforts.

Assists in the establishment, revision, implementation, and enforcement of policies, procedures, and operational processes.


Maintains awareness of and implements current City Policies and Procedures, relevant codes, and any changes in regulations pertaining to utilities.

Collaborates with the Information Technology Department to implement and maintain utility and customer interface technologies.

Provides information and support to other City departments.

Produces written communications with clear organization, proper grammar, and punctuation.

Exhibits sound and ethical judgment in decision-making processes.

Works effectively under pressure and adheres to deadlines.

Completes tasks and projects thoroughly and in a timely manner.

Understands and follows directives from supervisors, established work rules, and procedures.


Interacts courteously and effectively with public officials, citizens, supervisors, and colleagues, both in person and over the phone; assists them with a wide range of inquiries related to City and departmental operations.

Demonstrates regular, reliable, and punctual attendance.

Shows initiative in executing job responsibilities.

Performs other duties as assigned or required.

MINIMUM QUALIFICATIONS:
Education, Training and

Experience:

An Associate's degree in Business, Accounting, or a related field AND five years of progressively responsible accounting and clerical experience, including two years in customer service; OR an equivalent combination of education, training, and experience.


Knowledge of:
City organization, operations, policies, and procedures.

Techniques and practices for efficient and cost-effective resource management.

Business and personal computing, and financial spreadsheet software applications.

Skills in:
Establishing and maintaining effective working relationships with colleagues and the public.

Effective verbal and written communication.

Utilizing personal computers with standard software and some specialized applications; operating standard office equipment.

LICENSE AND CERTIFICATION REQUIREMENTS:
Must possess and maintain a valid Class D driver's license issued by the State of New Mexico.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:
Work is conducted in a standard office setting.

PRE-EMPLOYMENT REQUIREMENTS:


Must successfully pass a comprehensive background investigation, including work history, criminal records, driving records, and other necessary checks.

Must pass a pre-employment drug screening conducted by a designated facility.

CONDITIONS OF CONTINUED EMPLOYMENT:

Incumbents and candidates must maintain a satisfactory driving record and insurability as per the City's insurance provider.