City of Roswell
Utilities Customer Service/Billing Lead
City of Roswell, Roswell, New Mexico, us, 88202
SUMMARY:
Under supervision of the Utilities Billing Supervisor, assists in direct operations of the Utilities BillingDepartment and its staff members. Influences the development of policies and procedures to improve overall operations, functions, billing and customer service.
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:
Trains, motivates, and leads utility billing staff.
Assists with evaluating employees' work performance; assists with making decisions on hiring, promoting, disciplining, terminating, and/or other employment actions, in conjunction with others.
Acts as a referral source for resolving customer issues that the front desk staff/billing clerks are not able to adequately resolve, to include escalated customer issues which may include, but are not limited to, payment arrangements, removal of late fees, shut off fees and meter removal fees, disconnecting service, tenant/landlord issues, meter read disputes, payment issues, and leak adjustment disputes.
Assists with managing customer service/utility billing, which includes, but is not limited to, coordinating billing and delinquency notifications, disconnecting service, monitoring disconnected accounts and potential leaks; prioritizes and delegates utilities function work assignments to assigned employees.
Reviews water service applications and termination forms to ensure correct service addresses have been cross checked and setup in the Utility database; reviews to ensure all new services are being billed and terminated services have properly termed.
Assists with return payments process and any cashiering batch corrections.
Ensures the integrity of utility billing, cash receipting, miscellaneous accounts receivable databases, the online utility payments system, and utility call center management; ensures systems are reconciled daily and that all issues are resolved; sets up and deletes users from utility database, online bill pay, and call center management systems.
Answers overflow of phone calls; assists customers with questions and inquiries; transfers calls as needed.
Identifies delinquent utilities, and other miscellaneous accounts receivable accounts and assists with administering and coordinating debt collection activities.
Assists with establishing, revising, implementing, and enforcing policies, procedures, and processes.
Maintains knowledge of, and implements current, City Policies and Procedures, City of Roswell Code, City Council resolutions and ordinance changes related to utilities.
Coordinates with the Information Technology Department to implement and sustain utility and customer interface technology.
Provides information and assistance to other departments in the City.
Produces written documents with clearly organized thoughts using proper sentence construction, punctuation, and grammar.
Exercises sound and ethical judgment in the decision making process.
Works effectively under pressure and meets deadlines.
Completes work and projects in a thorough and timely manner.
Understands and follows directions from supervisor, posted work rules, and procedures.
Works courteously and effectively with public officials, citizens, supervisor, and other employees, both in person and over the telephone; assisting them with a wide variety of information pertaining to City and department.
Regular, reliable, and punctual attendance.
Shows initiative in performing job functions.
Perform other duties as required or assigned.
MINIMUM QUALIFICATIONS:
Education, Training and Experience:
Associate’s degree in Business, Accounting or related field AND five years increasingly responsible accounting and clerical experience of which includes two years of experience performing customer service duties; 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 management of resources.
Business and personal computers, and financial spreadsheet software applications.
Skill in:
Establishing and maintaining effective working relationships with co-workers and the public.
Effective verbal and written communication.
Operating a personal computer utilizing standard software and some specialized software: functioning standard 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 performed in a standard office environment.
PRE-EMPLOYMENT REQUIREMENTS:
Must be able to pass a rigid background investigation including work history, criminal records, driving records, and other records deemed necessary.
Must pass a pre-employment drug screen administered by a City-designated facility.
CONDITIONS OF CONTINUED EMPLOYMENT:
Incumbents and candidates must have and maintain a satisfactory driving record and insurability in accordance with the City’s insurance carrier.
PLEASE APPLY ON OUR CITY OF ROSWELL WEBSITE AT: https://roswellnmemployees.munisselfservice.com/employmentopportunities/default.aspx
Job Type:
Full-time
Pay:
From $20.69 per hour
Benefits:
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Experience:
Accounting: 1 year (Preferred)
Microsoft Excel: 1 year (Preferred)
Work Location:
In person
#J-18808-Ljbffr
Under supervision of the Utilities Billing Supervisor, assists in direct operations of the Utilities BillingDepartment and its staff members. Influences the development of policies and procedures to improve overall operations, functions, billing and customer service.
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:
Trains, motivates, and leads utility billing staff.
Assists with evaluating employees' work performance; assists with making decisions on hiring, promoting, disciplining, terminating, and/or other employment actions, in conjunction with others.
Acts as a referral source for resolving customer issues that the front desk staff/billing clerks are not able to adequately resolve, to include escalated customer issues which may include, but are not limited to, payment arrangements, removal of late fees, shut off fees and meter removal fees, disconnecting service, tenant/landlord issues, meter read disputes, payment issues, and leak adjustment disputes.
Assists with managing customer service/utility billing, which includes, but is not limited to, coordinating billing and delinquency notifications, disconnecting service, monitoring disconnected accounts and potential leaks; prioritizes and delegates utilities function work assignments to assigned employees.
Reviews water service applications and termination forms to ensure correct service addresses have been cross checked and setup in the Utility database; reviews to ensure all new services are being billed and terminated services have properly termed.
Assists with return payments process and any cashiering batch corrections.
Ensures the integrity of utility billing, cash receipting, miscellaneous accounts receivable databases, the online utility payments system, and utility call center management; ensures systems are reconciled daily and that all issues are resolved; sets up and deletes users from utility database, online bill pay, and call center management systems.
Answers overflow of phone calls; assists customers with questions and inquiries; transfers calls as needed.
Identifies delinquent utilities, and other miscellaneous accounts receivable accounts and assists with administering and coordinating debt collection activities.
Assists with establishing, revising, implementing, and enforcing policies, procedures, and processes.
Maintains knowledge of, and implements current, City Policies and Procedures, City of Roswell Code, City Council resolutions and ordinance changes related to utilities.
Coordinates with the Information Technology Department to implement and sustain utility and customer interface technology.
Provides information and assistance to other departments in the City.
Produces written documents with clearly organized thoughts using proper sentence construction, punctuation, and grammar.
Exercises sound and ethical judgment in the decision making process.
Works effectively under pressure and meets deadlines.
Completes work and projects in a thorough and timely manner.
Understands and follows directions from supervisor, posted work rules, and procedures.
Works courteously and effectively with public officials, citizens, supervisor, and other employees, both in person and over the telephone; assisting them with a wide variety of information pertaining to City and department.
Regular, reliable, and punctual attendance.
Shows initiative in performing job functions.
Perform other duties as required or assigned.
MINIMUM QUALIFICATIONS:
Education, Training and Experience:
Associate’s degree in Business, Accounting or related field AND five years increasingly responsible accounting and clerical experience of which includes two years of experience performing customer service duties; 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 management of resources.
Business and personal computers, and financial spreadsheet software applications.
Skill in:
Establishing and maintaining effective working relationships with co-workers and the public.
Effective verbal and written communication.
Operating a personal computer utilizing standard software and some specialized software: functioning standard 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 performed in a standard office environment.
PRE-EMPLOYMENT REQUIREMENTS:
Must be able to pass a rigid background investigation including work history, criminal records, driving records, and other records deemed necessary.
Must pass a pre-employment drug screen administered by a City-designated facility.
CONDITIONS OF CONTINUED EMPLOYMENT:
Incumbents and candidates must have and maintain a satisfactory driving record and insurability in accordance with the City’s insurance carrier.
PLEASE APPLY ON OUR CITY OF ROSWELL WEBSITE AT: https://roswellnmemployees.munisselfservice.com/employmentopportunities/default.aspx
Job Type:
Full-time
Pay:
From $20.69 per hour
Benefits:
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Experience:
Accounting: 1 year (Preferred)
Microsoft Excel: 1 year (Preferred)
Work Location:
In person
#J-18808-Ljbffr