Job Summary

Perform duties associated with the daily responsibilities of customer service personnel in the Utility Billing Office. Oversee and supervise daily operations of the office including oversight of new accounts, customer communication, draft payments, and escalated customer issues. The Customer Service Supervisor will manage, schedule, assign, prioritize, and review work.

Principal Duties and Responsibilities

This information is intended to be descriptive of the principle duties and responsibilities of the position. The following examples do not identify all duties performed by any single incumbent.

• Complete billing process for all cycles timely and accurately
• Process customer automatic drafts
• Complete monthly water activity report
• Complete monthly garbage billing
• Complete Utility Billing customer refunds
• Complete annual AMP & Sewer Averaging processes
• Supervise daily operations in the Utility Billing office to ensure customer satisfaction, customer issues are handled professionally, and efficient processes and procedures are followed
• Supervise & direct Utility Billing Clerks, schedule workflow, vacations, time off, holidays, training, etc.
• Assist Finance Administrator with hiring, termination, and disciplinary decisions or recommendations
• Monitor workloads, assist with performance evaluations, ensure adherence to standards and procedures
• Serve as part of the daily operations of the Utility Billing office including cashiering & customer service, when necessary
• Handle escalated customer inquiries, resolve issues, including payment arrangements, account adjustments, etc.
• Review and approve all account adjustments
• Manage bad debt accounts including reporting to collection agency. Maintain accurate records of bad debt.
• Coordinate with other departments as necessary to provide customer service
• Performs other duties as assigned.

Required Knowledge, Skills and Abilities

• Knowledge of meter systems
• Strong customer service skills
• Strong interpersonal and leadership skills
• Strong team building skills
• Solid decision making and organizational skills
• Working knowledge of policies, procedures, and City ordinances related to utilities
• Attention to detail
• Working knowledge of Microsoft Office
• Ability to exercise sound judgment when making critical decisions
• Ability to deescalate difficult customer situations
• Ability to multi-task in a fast paced environment
• Ability to maintain regular and predictable attendance

Education, Certification and Experiences

• Possession of a High School Diploma or GED with a minimum of five years of customer service experience and two years of supervisory experience.
• Possession of a valid Texas Class C Driver’s License

At the City of Kerrville, we are proud to offer each eligible employee a competitive total compensation package. To maintain our competitiveness, market analysis’ are completed regularly to compare employee pay with market rates and make adjustments when needed and when our budget allows.
Full time employees are eligible for the following employee benefits:

• Medical: With budget approval, the City contributes 100% of the cost for employee only coverage and contributes a portion of the cost of dependent coverage.
• Dental: With budget approval, the City contributes 100% of the cost for employee only coverage and contributes a portion of the cost of dependent coverage.
• Vision: The employee pays 100% of the cost.
• Life and Accidental Death & Dismemberment (AD&D) Coverage: With budget approval, this is a City paid benefit for employee only coverage. Terms apply.
• Long Term Disability Insurance: With budget approval, this is a City paid benefit for employee only coverage. Terms apply.
• Longevity: With budget approval, employees earn $4.00 per month for each complete full month of continuous service. The employee must complete one full year of employment to be eligible. Maximum benefit is $1,200 annually.
• Voluntary Life Insurance: The employee may elect up to five times their base annual salary with a maximum of $250,000. Coverage for spouse and dependent children is also available for purchase. Terms apply.
• Voluntary AD&D: The employee may elect up to ten times their base annual salary with a maximum of $500,000. Terms apply.
• Voluntary Short-Term Disability: The employee may elect up to 60% of their base weekly salary with a maximum weekly benefit of $1,000. Terms apply.
• Texas Municipal Retirement System (TMRS): This mandatory retirement plan requires each employee to contribute 7% of their gross salary to the plan and the City matches contributions 2 to 1. An employee becomes eligible to retire with 20 years of service or with five years of service at a minimum of age 60.
• Optional Deferred Compensation: The employee may contribute to a 457 plan through Mission Square Retirement.
• Social Security: Current rate is 6.2% for both employee and employer
• Medicare: Current rate is 1.45% for both employee and employer.
• Vacation – 12 days annually during first five years of employment (accrued monthly)
• Sick Leave – 12 days per calendar year (accrued monthly)
• Holidays – 12 holidays plus two floating day