- Salary
- $45k – $66k/yr
- Location
- Various Locations within the City of El Paso, TX, TX, US
- Department
- Finance
- Education
- High School
- Source
- GovernmentJobs
Description
Education and Experience: High School Diploma or GED, or higher, and three (3) years of customer service or 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.
Under general supervision, implement, direct, and supervise customer relations and service activities including automated billing.
Provide and supervise customer service communications and account activity. Involves: Call monitoring for quality assurance purposes, providing feedback to call takers, providing 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 the billing process to customers and employees. Investigate and resolve issues regarding specific jobs between assigned departments 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 schedules of several different billing cycles, assign appropriate due dates, and 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, and reconcile accounts receivable and cash accounts. Update daily cash files, account adjustment files, and billing corrections on the 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 and recommend hiring, termination, transfers, discipline, or other employee status changes.
Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.
Important Note: The required Supplemental Questions and answers are considered an examination component and will generate a score.
Applicants are being tested on a conditional basis pending a review of minimum qualifications. Applications will be reviewed for applicants who pass the Supplemental Questions exam.
Per CSC Rules & Regulations, after review of the minimum qualifications for applicants that pass the Supplemental Questions exam, a passing score, combined with applicable seniority points and veteran points, will be used to create a list of candidates.
Please note: Applicants with foreign diplomas, transcripts and degrees must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.
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, the 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.
