Purpose & Job Related Requirements REPORTS TO: Water Business Administrator FLSA STATUS: Exempt - Executive CLASSIFICATION: Personnel System; Requires satisfactory completion of a six month probationary period. PAY GRADE: 116 SAFETY SENSITIVE: No Purpose of Job The purpose of this job is to perform supervisory functions associated with managing the day to day operations of the customer service unit,. Duties and responsibilities include, but are not limited to: supervising customer service functions and call center, etc; coaching staff; maintaining accurate records of payments and bank deposits; resolving customer complaints, problems and requests; supervising assigned staff; auditing and balancing financial records; provides Staff training and use of Advance Metering Infrastructure (AMI System), AMI Customer Service Portal and performing additional tasks as assigned. Job Related Requirements Work Schedule: Monday - Friday 8:00 AM - 5:00 PM. May be required to work on religious holidays. Regular and predictable attendance is required. Must work cooperatively with others. When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle and must abide by ACC's safe driving policy. Minimum Training & Experience Required to Perform Essential Job Functions High school diploma or equivalent with two years of experience involving customer service, bookkeeping and/or billing procedures or related experience required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position. Two year of supervisory experience is required. Must possess a valid driver's license. Essential Duties, Responsibilities The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned. Supervises and evaluates assigned staff, handles all employee concerns, directing work assignments, counseling and disciplining employees when necessary, and completing employee performance appraisals. Providing day-to-day leadership and leading the team to success in achieving customer service goals. Ensuring that all customer service employees are properly trained/cross trained and comply with the WBO Business Plan. Manage and develop customer service professionals who are responsible for customer support including answering questions and resolving issues regarding customer accounts. Setting goals and monitor for telephone contact (average handled time, quality assurance, etc.). Provide training and instructions on use of assigned computer application programs i.e. billing software, AMI System and AMI Customer Service Portal. Responsible for managing and implementing customer satisfactions measurements and delivering and implementing improvements based on those measurements. Receives returned checks from the bank; charges and annotates accounts; generates notices to customers; coordinates collections or cut-offs with Field Service Technicians. Resolves serious or complex customer complaints or problems not resolved by the customer service staff. Assists delinquent customers in setting up payment plans within their budget to avoid interruption of service. Provides information to customers regarding Athens-Clarke County Government policies, Water/Sewer rates, Solid Waste, Stormwater and customer charges. Initiate, modify, and maintain payments received electronically. Balances cash receipts daily; maintains accurate ledger account of monies received; prepares bank deposits daily. Assist with reconciling bank statements with the Finance department and our Banking Institution; research any discrepancies pertaining to the Water Business Office. Oversees the collection of fees for refuse deposits, stickers and bags; provides information to customers regarding programs of the Solid Waste Department. Oversees the collection of fees for Stormwater; balance cash and prepares bank deposits daily. Provide information to customers regarding Stormwater Management. Maintains records of all returned checks on computer database; balances and runs monthly reports. Reviews all adjustments to customers' accounts, apply as needed, including reversing payments, correcting misapplied payments, removing penalties, leak adjustments, transferring overpayments or mis-reads, etc. Supervises the preparation of the daily cash report of collection payments by cash/check , electronic payments, credit card and how many payments received (walk-in counter, outside drop-box, college drop-box, etc); logs and verifies all daily deposits. Establishes new residential/commercial accounts; closes accounts; transfers accounts as needed. Reviews, approves and post over payments of final accounts for refund to customer. Reviews approves, and post misapplied payments adjustments generated but customer service staff. Create new bank codes for bank drafting purposes in Water Business database; process bank draft reports as scheduled. Communicates audit/operational standards to staff, performs and reviews internal audits, ensuring adherence to policies and procedures Interviews job applicants; makes recommendations concerning potential new employees. Makes budgetary recommendations. Performs the duties of the Senior Customer Service Representatives as needed. Receives and/or prepares reports, correspondence, forms and other documentation; reviews, processes and/or forwards as appropriate; maintains records; performs other clerical duties. Answers telephone; provides information, advice and guidance; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary. Responds to routine requests for information from officials, employees, members of the staff, the public or other individuals. Performs other related duties as required. Knowledge, Skills and Abilities Knowledge of the policies, procedures, and activities of the Public Utilities Department as they pertain to the performance of duties relating to the position of Customer Service Supervisor. Knowledge of the terminology used within the department. Knowledge of unified government and departmental policies and procedures pertaining to water billing. Knowledge of computerized water billing systems, and water rates, sewer rates, ancillary charges, and water meter construction fees. Knowledge of general office procedures, bookkeeping practices, and maintaining accurate accounts. Preferred knowledge of AMI functions associated with customer billings, account information, and on-line customer portal. Skill in organizational, supervisory, and human relation techniques. Skill in interpersonal communications, and oral and written communications. Skill in utilizing various software programs relevant to the position. Ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effective manner and according to departmental and/or governmental regulations. Ability to communicate effectively with supervisors, and other staff members. Ability to use independent judgment in routine and non-routine situations. Ability to handle required mathematical calculations. Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments. Ability to plan, organize and/or prioritize daily assignments and work activities. Ability to comprehend and apply regulations and procedures of the department. Ability to operate various machinery and office equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone. Ability to work under pressure and meet deadlines, with the ability to adapt quickly to changing requirements. Supplemental Information (ADA) MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone. Must be able to exert up to 10 pounds of force occasionally. Physical demand requirements are at levels of those for sedentary work. DATA CONCEPTION: Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things. INTERPERSONAL COMMUNICATION: Requires the ability to speak and/or signal people to convey or exchange information. Includes giving/receiving assignments and/or directions to/from co-workers, assistants or supervisors. LANGUAGE ABILITY: Requires ability to read a variety of informational documentation, directions, instructions, methods and procedures. Requires the ability to prepare letters, reports, forms, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak to individuals with poise, voice control, and confidence. INTELLIGENCE: Requires the ability to learn and understand relatively basic principles and techniques; to acquire and be able to expound on knowledge of topics related to primary occupation; and to make independent judgment in the absence of management. VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrative, technical or professional languages including terminology related to public utilities, bookkeeping, and radio dispatching. NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; compute discount/interest; perform calculations involving variables, formulas, square roots, and polynomials. FORM/SPATIAL APTITUDE: Requires the ability to inspect items for proper length, width, and shape, visually with a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone. MOTOR COORDINATION: Requires the ability to coordinate hands and eyes in using office equipment. MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipment, office supplies, computer supplies, and accounting supplies. Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination. COLOR DISCRIMINATION: Requires the ability to differentiate between colors and shades of color. INTERPERSONAL TEMPERAMENT: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under minimal stress when confronted with an emergency. PHYSICAL COMMUNICATION: Requires the ability to talk and/or hear: (Talking - expressing or exchanging ideas by means of spoken words). (Hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone and two-way radio. ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ACCGov is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact Leah Jagatic, HR Coordinator, Human Resources, 762-400-6370 or leah.jagatic@accgov.com . Total compensation at the Unified Government includes a comprehensive set of benefits, a well established culture of wellness, and a secure retirement that set us apart as a stable Employer of Choice where you can serve and make a difference in the community. As an Employer of Choice, we offer: Health Insurance Dental Insurance Vision Insurance Pet Insurance Group Accident insurance Critical Illness insurance Employer paid basic life insurance Contributory term life insurance Whole life insurance Employer Paid Short Term Disability Long Term Disability Employee Assistance Program Paid Time Off 13 paid holidays Employer Paid Pension Plan (10 years of service) Deferred Compensation Program with employer match Tuition Reimbursement Program Public Service Loan Forgiveness Employer – Federal Student Aid Robust Wellness Program – earn up to $175 per quarter for participation Employee Fitness Center – free for employees, spouse, and children 18+ Free onsite health screenings (to include hearing, skin cancer, biometric screening, flu shots) Safety & Risk training and job related vaccinations Uniforms provided Ongoing Training Opportunities and Career Development – Government Wide Learning Management System Discount Admissions – ACCGov Parks, Georgia Aquarium Annual employee appreciation events BENEFITS http://www.accgov.com/434/Benefits WELLNESS http://www.accgov.com/wellness CAREER DEVELOPMENT http://www.accgov.com/index.aspx?nid=791
Salary: $47,561 a year
Employment Type: Full-time
Qualifications
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