Grade 20 - Starting annual salary: $70,179.00. Rate of pay depends on qualifications.

JOB SUMMARY

The Supervisor – Customer Service (Delinquency Management) oversees the daily operations and strategic direction of revenue collection and customer account management functions within the Customer Service Department. This position is responsible for supervising staff and coordinating activities related to billing, delinquent account management (31–180+ days), final and bankruptcy accounts, sundry invoices, and non-sufficient fund checks to ensure timely revenue recovery and compliance with established policies and procedures.

ESSENTIAL FUNCTIONS

• Supervises, selects, develops, trains, and evaluates personnel.
• Monitors customer service activities to ensure quality standards are met.
• Communicates, implements, and interprets customer service policies and procedures.
• Analyzes, investigates, and recommends responses to escalated customer issues to ensure customer satisfaction.
• Applies principles of billing procedures and policies for water and sewer service.
• Applies generally accepted business management principles and practices.
• Develops measures to analyze and improve overall efficiency.
• Schedules personnel to provide adequate staffing levels.
• Plans, coordinates and executes projects.
• Provides recommendations concerning forecasting, allocating and monitoring financial and physical resources.
• Establishes and maintains effective working relationships and public relations.
• Performs other duties as assigned.

Revenue Collection Specialty

• Develops the collection process of aged accounts from 31-180+ days delinquent.
• Coordinates and initiates the collection of outstanding balances on final and bankruptcy accounts, sundry invoices, and non-sufficient fund checks.
• Facilitates workflow, monitors productivity, and ensures staff compliance with policies and procedures.

• Works under limited supervision.
• Supervises: 5-50 employees.

MINIMUM REQUIREMENTS

• Associate’s Degree in Business Administration from an institution accredited by a recognized accrediting agency.
• Proficient in the use of computerized customer service system and word processing, spreadsheets, and database software.
• Five years’ experience in billing, collection, project development, call center operations, meter data management, account review or administering online programs; including two years’ providing functional guidance and training to customer service staff.
• Valid Class "C" Texas Driver's License.

PREFERRED QUALIFICATIONS

• Bachelor’s Degree in Business Administration or related field from an institution accredited by a recognized accrediting agency.
• Bilingual in English/Spanish.

JOB DIMENSIONS

• Regular contact with internal and external customers, including the general public, representatives of financial banking institutions, purveyors, and corporations.
• Communicates effectively, verbally and in writing.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits.

May be required to work hours other than the regular schedule such as nights and weekends.