Job Description
Salary/Pay Rate: Starting Pay Range: $58,454 - $74,529 Annually
This position supervises the department’s billing and customer services operations, including billing, and customer service operations.
MAJOR DUTIES
Supervises and oversees utility billing and customer service operations.
Trains, assigns, directs, supervises, evaluates, and disciplines customer service office staff.
Prepares daily internal reports.
Resolves complex customer service issues.
Provides service to customers, including processing in person, electronic and mail payments.
Performs related duties.
KNOWLEDGE REQUIRED BY THE POSITION
Knowledge of utility billing principles and practices.
Knowledge of meter reading principles and standards.
Knowledge of personnel management principles.
Knowledge of computers and job-related software programs.
Knowledge of customer service principles and practices.
Knowledge of departmental policies, procedures, and functions.
Skill in the maintenance of files and records.
Skill preparing and updating a variety of documents, reports, and forms.
Skill in public and interpersonal relations.
Skill in oral and written communication.
SUPERVISORY CONTROLS
Supervisory staff assigns work in terms of very general instructions. Supervisory staff spot-checks completed work for compliance with procedures and the nature and propriety of the final results.
GUIDELINES
Guidelines include city and department policies and procedures. These guidelines require judgment, selection, and interpretation in application.
COMPLEXITY/SCOPE OF WORK
The work consists of varied supervisor duties. The unique nature of customer issues contributes to the complexity of the position.
The purpose of this position is to supervise the department’s billing and customer services operations. Success in this position contributes to the efficiency of those operations.
CONTACTS
Contacts are typically with co-workers, other city employees, customers, and members of the general public.
Contacts are typically to give or exchange information, provide services, motivate persons, and resolve problems.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, walking, bending, crouching, or stooping. The employee occasionally lifts light objects.
The work is typically performed in an office.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
This position has direct supervision over assigned personnel within an area, department, or unit. Direct supervision typically involves the ability to manage schedules, performance, and the interpersonal issues of other employees. It may involve the ability to recommend changes to work priorities or strategies within an area, department, or unit.
MINIMUM QUALIFICATIONS
Associates degree and
More than five years of related experience; or
Any equivalent combination of education, experience, andtraining that provides the knowledge, skills, and abilities to perform the work.
Must successfully pass background and credit check.
* * * * The City of Smyrna is an Equal Opportunity Employer * * * *
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Job Tags
Work at office,