Customer Service Supervisor (CITY OF BEAUMONT EMPLOYEES ONLY)

Essential Job Functions:  Responsible for delinquency processing for active and final accounts; provides guidance to employees assigned with collection duties and coordinates their assignments; assists walk-in and telephone customers with problems and takes complaint calls when needed; issues collection letters and service orders for field actions;  screens delinquent accounts for collection; negotiates payment contracts on delinquent accounts; monitors account status of delinquent accounts; oversees the handling of website inquiries; communicates regularly with Cash Management and other departments to resolve customer problems; communicates with various service organizations and churches regarding assistance for delinquent customers in need; prepares payroll; orders supplies; handles division's clerical responsibilities; prepares monthly reports; conducts account research and makes recommendations to Customer Service Coordinator.
 
Other Job Functions:   Performs other duties as required.  Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

Knowledge:  Thorough knowledge of Beaumont's water billing system, policies and procedures; working knowledge of all functions of the Customer Service Division; knowledgeable of the IBM iSeries (AS/400) computer system and PC operation; knowledge of word processing and spreadsheet processing software;  requires a thorough knowledge of general utility billing practices and procedures.
 
Skills/Abilities:   Ability to research and analyze information and make sound judgments and decisions; must possess excellent interpersonal/public relations skills; ability to make routine mathematical calculations and enter computer data with a high degree of accuracy; ability to utilize word processing, spread sheets and other standard office equipment to generate reports and letters.  Must have the ability to maintain self-composure and project a professional image while dealing with abusive and insulting customers.
 
Physical Requirements:  Frequently operates a computer, calculator telephone, printer, and fax.  Constantly sees, hears, talks.  Frequently walks short distances, stands for short periods. Lifts 20 lbs. objects, and subject to operating a motor vehicle when needed.  Infrequently operates mailing machine and two-way radio; infrequently cleans, climbs, crawls, kneels, squats, stoops, lifts, pushes or pulls objects weighing over 20 lbs.
 
Education/Experience:  Graduation from high school with one (1) year of college or business school preferred;  minimum three (3) years' experience in a utility billing operation or similar customer service function; experience in the collection of delinquent accounts.

Applicant selected for hire will be subject to a background investigation and drug/alcohol screen test.
 
This position requires 100% on-site work. The City of Beaumont provides equal employment opportunities (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.  In addition, The City of Beaumont will provide reasonable accommodations for qualified individuals with disabilities.  To request a reasonable accommodation or other assistance contact a Human Resources representative at (409) 880-3777 or through RELAY Texas at 1-800-735-2989 or mail your request to P.O. Box 3827, Beaumont, Texas  77704.
 
The City may consider all related education and/or experience in determining the applicant's minimum qualifications and starting salary.