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Cleveland Heights Ohio - $44-55K Full Time Posted: Thursday, 15 November 2018
 
 

SUMMARY:

Incumbents are responsible for the customer service/utility billing operations, which includes inbound and outbound calls regarding the sewer services as well as other city-wide calls from the general public. Ensures that Utility customers are billed and payments are applied on a timely basis by coordinating with customer service and fiscal staff. Supervisory responsibilities include planning, prioritizing, and assigning work; and conducting performance evaluations of staff members. Incumbents plan, organize, and implement the daily operational activities for the office; direct staff on difficult or complex customer inquiries; and handle escalated customer issues that cannot be resolved by office staff. Coordinates customer service activities with field supervisors.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The list of duties and responsibilities is illustrative only, and is not a comprehensive listing of all the duties and responsibilities performed.

  • Supervises staff to include prioritizing and assigning work; conducting performance evaluations; ensuring employees follow policies and procedures; maintaining a healthy and safe work environment; and making hiring, termination, and disciplinary recommendations
  • Ensures work in the customer service/utility billing office is completed in an efficient and effective manner and with a high level of customer service, and ensures staff has appropriate training and resources
  • Ensures that cycle bills, off cycle bills and final bills are processed timely and that sewer and landfill are billed and reported correctly.
  • Provide regular daily, monthly, quarterly and annual reports as requested from the billing system using AS400.
  • Assists staff with a variety of customer service and investigative activities related to the area of responsibility
  • Exercises considerable discretion and judgment as the first or second level of escalation when staff is unable to satisfy customer requests
  • Utilizes discretion and independent judgment when investigating complex billing and account concerns with customers; this may include developing and implementing multiple period payment arrangements and other acceptable resolutions with customers
  • Monitors and identifies delinquent utility accounts, delinquent final bills and those accounts with broken payment arrangements, and determines the appropriate course of action
  • Assists in the ongoing development and review of policies and procedures for the area of responsibility
  • Oversees payment activity including billing payment collections in various forms such as credit cards, checks, and cash
  • Maintains the office staffing schedule to ensure established service levels are met
  • Oversees, audits, and ensures the collection of accurate data in the area of responsibility
  • Participates and makes recommendations in the development and the ongoing monitoring of the division budget
  • Maintains regular attendance and punctuality
  • Performs other duties of a similar nature or level

SUPERVISORY RESPONSIBILITES:

Exercises supervision of personnel in related area of responsibility.

QUALIFICATIONS:

Knowledge of:

  • Principles and practices for training, supervising, and evaluating staff
  • Principles of accounting
  • Techniques for providing a high level of customer service
  • Current high volume call center principles and practices
  • Modern payment technologies and processes
  • Utility billing, customer service and payment-related software
  • Applicable Federal, State and local laws, codes, and regulations
  • Recordkeeping principles for sensitive and secure data and information
  • Advanced investigation and problem solving techniques
  • Geography and street locations

Skill in:

  • Using computers and related software applications

Ability to:

  • Monitor and evaluate employees
  • Think critically and make decisions
  • Plan and schedule resources and activities
  • Prioritize and assign work
  • Train employees on work methods, practices, and procedures
  • Analyze complex data
  • Perform mathematical calculations
  • Interpret, explain, and apply policies, procedures, codes, laws, and regulations
  • Analyze situations, recognize problems, identify alternative solutions, foresee consequences of actions, and make appropriate recommendations
  • Develop and implement work plans
  • Prepare and maintain a variety of documents and records
  • Adapt to rapidly changing environments
  • Coordinate and execute multiple tasks
  • Understand and carry out written and oral instructions
  • Communicate and use interpersonal skills to interact with coworkers, supervisor, the general public, etc., to sufficiently exchange or convey information and to receive work direction

EDUCATION AND/OR EXPERIENCE:

Associates Degree from an accredited two (2) year college or university in Accounting, Finance, Computer Science, or a related field and have five years of specialized utility billing experience, including two years of lead or supervisory experience in a related field; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

CERTIFICATION/LICENSURE:

None

ADDITIONAL INFORMATION:

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly 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.

WORK ENVIRONMENT
Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions.


Cleveland Heights Ohio, United States of America
$44-55K
HR & Recruiting Manager
CB
11/15/2018 8:00:44 AM

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