Assistant Superintendent, Utility Billing, (B254115-7), 209, Utility Billing

Manages the Customer Service Division of Utilities that is mainly responsible for connecting, disconnecting, and transferring services to include monitoring that customer service representatives are providing correct information regarding status of bills, payment plan arrangements, high bills, and other customer related requests/issues and to follow department and City policies and ordinances and providing excellent customer service.

ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Manage the daily functions of customer service and supervises, directs, and evaluates staff.  Functions include to prioritize assignments and directs work; develops and oversees employee work schedules; provides and/or facilitates employee training and development.
• Ensures that all customers are assisted with correct information regarding status of bill, payment arrangements, high bills, and customer complaints.
• Reviews, monitors, and prepares employee job performance evaluations, attendance, records timecards; conducts and assists the Tax Director in conducting performance evaluations; makes recommendations on hiring, firing, promotions, and disciplinary actions. 
• Plans and implements methods for customer service representatives to provide assistance to customers regarding subdivision plats, fee structures for line extensions provided by the Utilities Engineering Division, water and sewer taps, fire hydrants, T-connections, fire protection services and irrigation meters, along with the policies and procedures as established by City ordinances.
• Ensures that the Customer Service Supervisor balances customer service representatives and prepares deposits daily to make sure all collections are deposited appropriately and change funds are stored in the safe at the end of the day.
• Reviews customer account exception reports in order to identify errors and performs and takes corrective actions to implement quality control.
• Processes and verifies bank draft procedure in accordance to billing cycles and ensures the information is submitted to the bank timely. 
• Prepares monthly reports regarding call center and walk-in services.
• Replies to Open Records Requests (ORR) and subpoenas and summons requests.
• Sets up new employee documentation as required by City policies and procedures. 
• Ensures leak adjustments and unexplained consumption adjustments are processed following office and ordinance policy.
• Ensures 311 requests, deferred payment plans, and payroll are processed timely.
• Assists in maintaining good communication between staff, visitors, other business contacts, and customers. 
• Must follow all rules of telephone courtesy in all telephone communications.
• Must display professionalism and respect to all staff at all times.      
• Performs other duties as assigned by the Tax Director.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Knowledge of general accounting principles and practices, procedures, and techniques.
• Knowledge of business English, spelling, and arithmetic.
• Knowledge of modern office practices, procedures, methods, and equipment. 
• Knowledge of practices and principles of supervision.

Skills and Abilities:

• Skill in organization and time management.
• Skill in performing a variety of duties, often changing from one task to another of a different nature.
• Skill in customer service.
• Skill in leadership.
• Ability to effectively communicate both orally and in writing in the English and Spanish language.
• Ability to maintain harmonious and effective working relationships with other employees and respond to general public complaints.
• Ability to be flexible with work schedule, lunch hour, and area of need (work assignments).
• Ability to maintain the confidentiality of information and professional boundaries.
• Ability to proficiently work with computer hardware and various software programs and technologies, including word processing and spreadsheet programs. 
• Ability to manage office software to include QLESS, Docuware, Cisco Customer Call Center, Neptune, Toshiba Copier Programming, Zoom Call Recording,  
• Ability to have strong leadership skills to direct and gain compliance from staff.
• Ability to work under pressure and in a fast-paced and stressful work environment.
• Ability to project a positive and professional image of the City of Laredo.
• Ability to comply with all City of Laredo’s ordinances, policies and procedures.
• Ability to maintain good health and physical condition sufficient to permit the full performance of the duties of the position.

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL DEMANDS

Physical Effort Requirements 

Position will have the following exposures

• Office or similar indoor environment, relatively free from unpleasant environmental conditions or hazards.
• Occasional exposure to unpleasant environmental conditions and/or hazards.  Occasional outside work.
• Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Exerting up to 35 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.

Work Environment Locations 

Position will require the employee to work in the following types of work environments
 
 Never

• Street environment (near moving traffic)
• Construction site
• Confined space 

 Seldom

• Vehicles
• Warehouse environment

 Sometimes

• Outdoor environment

 Often

• Office or similar indoor environment

Exposures

Position will require the employee to be exposed to the following environmental elements

Never

• Extreme cold (below 32 degrees)
• Extreme heat (above 100 degrees)
• Communicable diseases
• Moving mechanical parts
• Fumes or airborne particles
• Toxic or caustic chemicals or substances

Seldom

• Individuals with known violent backgrounds

Frequently

• Loud noises (85 decibels such as heavy trucks, jack hammers, construction)
• Other: (Specify: Loud noises from LED televisions at City Hall Annex-Utilities)

Often

• Individuals who are hostile or irate

Travel

Position will require the employee to travel

Never:

• National travel
• International travel

Seldom

• Local travel
• Regional travel

• Bachelor's degree from an accredited* college or university in Business Administration or related field
• At least five (5) years of experience in business administration, accounting, billing, customer service, or a related field with at least three (3) years of supervisory experience

Required Licenses or Certifications

• Valid Texas Driver License. If applicant holds an out-of-state license, a State of Texas Driver License must be obtained within 6 months of employment.

As part of the minimum requirements for all positions with the City of Laredo, a thorough background check and certified school transcripts will be required from all applicants who are offered employment.

Effective February 24, 1997, all selected applicants are required to undergo a drug and alcohol test prior to employment.

Effective January 7, 2008, all persons in safety-sensitive functions/positions, as per City of Laredo Drug and Alcohol Policy definition, shall be subject to random drug and alcohol testing.

A person with a disability who needs a reasonable accommodation related to a selection process is requested to contact the Human Resources Department at (956) 791-7480 two days prior to the scheduled interview and/or test if applicable.

Salary : $55,307 - $69,139