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Under general supervision, this position oversees the cashiering and development account services function of Utility Customer Care, serving as a liaison between Utility Billing and Utility Customer Call Center teams. Responsibilities include resolving complex customer issues, supervising staff, analyzing consumption data, and ensuring consistent service delivery through policy implementation. Additionally, the role involves coordinating effective communication, managing cash handling procedures, and promoting departmental policies and procedures.Applicants are required to attach a resume and cover letter.
ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:
Resolves escalated customer issues and complaints regarding utility policies, account billing discrepancies, service inconsistencies, and policy education.
Recommends for hire, supervises, trains, and develops staff through review of performance data, conferences, training, and performance review.
Analyzes and interprets consumption data, provides innovative options and services, implements solutions.
Assists in developing fair policies and procedures and ensures the consistent administration with the goals of providing consistent service for all customer classes.
Maintains a detailed understanding of department policies and processes, billing rate structures, and utility operations and their effect on the corresponding customer utility accounts in order to provide guidance and information to customers on specific concerns.
Provides information to customers regarding events experienced by the utility to inform and educate customers.
Explains ordinance and operation changes to customers.
Verify that accounts and contract setup follow policies for rates and services.
Review and audit accounts and put processes in place to identify accounts that are set up incorrectly to policy.
Supervise Development Account Services staff with performance standards.
Monitor Moves, Orders, Cases in Development Account Services responsibility. Adjust and apply resources to stay current to workload.
Communicates, mediates, and negotiates with customers to resolve complex customer service issues.
Initiates the resolution of customer service issues.
Recommends, anticipates, resolves, and facilitates improvement to service delivery deficiencies.
Coordinates and trains personnel in effective communication, customer service, service delivery, and cash handling procedures.
Ensures cash and financial items are stored and managed effectively.
Manages and maintains the safe room ensuring it is opened prior to start of work and locked at the end of the day shift.
Manages the petty cash and change box ensuring they are maintained according to city standards.
Ensures staff coverage is maintained and supervised efficiently.
Provides information to citizens, individually and in groups, regarding organization, service array, operations, laws, policies, and procedures.
Communicates with departments to promote core information/issue/themes.
Assists in policy/procedure development and implementation processes.
Produces memos, letters report, other written material, or audio/visual material.
Performs other duties as assigned.
MINIMUM QUALIFICATIONS:
Education, Training and Experience Guidelines
Bachelor’s degree, four (4) years of full-time work experience providing quality customer service in a similar work environment. One (1) additional year of the required experience may be substituted for each year (30 semester hours) of the required education up to a maximum of four (4) years.
Knowledge of:
City and departmental practices, ordinances, policies, and procedures
Detailed understanding of rates, accounting, policies, operations, and premise creation.
Computer software; customer service procedures
Electric and water industry standards and innovations.
Personnel procedures; supervisory management and problem solving techniques.
Ability to:
Supervise the work of others.
Communicate effectively with others.
Deal effectively with the public.
Train others
Skill in:
Performing data analysis and problem-solving.
Planning and organizing work.
Handling multiple tasks and prioritizing.
Calculating services and rate classification for commercial, industrial or residential applications.
Establishing and maintaining effective working relationships.
Reading and comprehending letters from customers, office memos, manuals and reports; educational and leadership material for personal and professional development.
Composing customer correspondence.
Clarifying office policies, practices and procedures for customers
Using computers and related software.
LICENSES AND CERTIFICATION REQUIREMENTS
Valid Class "C" Texas driver’s license required. Out-of-state license holders must have a valid license and provide a three (3) year driving history.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, crouching, bending, vision, hearing, talking, use of foot controls.
Hiring Range: $68,586.44 - $85,924.80, annually.
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