Customer Service Manager

CITY OF ESPANOLA JOB APPLICATION REQUIRED, AVAILABLE AT http://www.cityofespanola.org/Jobs.aspx

To apply, please submit letter of interest that details your qualifications for this position, City of Espanola employment application, and proof of highest degree earned to sbaxter@espanolanm.gov or smsandoval@espanolanm.gov.

JOB SUMMARY

This position supervises utility billing.

Under the supervision of the City Manager or designee, oversees utility services operations including but not limited to utility customer applications, front-desk customer service at City Hall, cash-handling and cash reconciliation, payment receipting, billing, delinquent account handling. May supervise meter reading as assigned. Responsible for tracking and contacting customers with delinquent accounts, initiating appropriate action and maintaining records. Responsible for supervision of the cash-handling customer service personnel for utility services. Resolves customer complaints, problems and discrepancies. Position focus is on excellent customer service, accurate record keeping, and the resolution of delinquent accounts for City utilities including water services, wastewater services, and trash collection billing.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for ensuring utility billing is timely and accurate, monies received are accurately accounted for and deposited in the City’s account(s), and maintaining records related to billing and cash receiving;

o Analyzes and reviews City policies and ordinances as they pertain to utility services and makes recommendations for improvement; ensures utility services including billing issues comply with City ordinances and state laws;

o Analyzes, reviews and reconciles accounting transactions, documents, reports and other written communications; coordinates with finance staff to ensure money-handling procedures comply with City policy and auditor requirements;

o Enters adjustments, prints transaction reports for adjustments, uses accounting software to maintain customer accounts, and enters new customer information; enters reconnects/disconnects and make address corrections or changes;

o Prints meter reading list, creates route files, transfers route files, loads handhelds, transfers reading file to data directory, computes billings; corrects readings if necessary including warnings/errors, enters manual meter readings; proofreads meter reports, prints delinquency list, prints delinquent notices and prints shut off list; schedules meter readers to remove meters, keeps log of disconnects and reconnects; reviews status of delinquent accounts and initiates collection actions including preparing lien documents and filing liens; researches disputed delinquent account balances; corrects errors including misapplied payments reversed late charges, overpayments, etc.;

o Prepares correspondence relating to billing and customer service issues;

• Supervises personnel including hiring/discharge recommendations, staff evaluations, employee development, etc.; plans, coordinates, schedules, assigns, directs and monitors work of subordinates, including performance evaluations; ensures excellent customer service is provided by department staff;
• Resolves customer complaints, problems and discrepancies; assists customers and performs all duties of Customer Service Representatives as needed;
• Generates reports for management; assists department directors as needed on utility projects;
• Receives all utility permit applications from planning and land use, reviews all information from applicants; processes permit applications; reports information back to planning staff;
• Prepares water conservation fee report for New Mexico State Taxation and Revenue Department; prepares voucher for funds, mails check and reports by date due;
• Closes out year-end reports;
• Prepares budget for customer services department and monitors compliance for budget and accounts;
• May meet with auditors and prepare reports and operating procedures in accordance with state auditor requirements;
• Other related duties as assigned.

Qualifications

1.Education and Experience: a. Associate degree (A.A.) from an accredited University business administration or other relevant field; AND b. Four (4) years related experience in government accounting, utility billing, or related field and/or training including supervisory experience; OR c. Any equivalent combination of education and experience totaling six (6) years which would allow the person to perform the essential function of the position.

2. Must possess and maintain a valid New Mexico driver’s license and be insurable by City’s auto insurance provider

3. Knowledge of Caselle software helpful

4. Bilingual (English/Spanish) desirable

Job Type: Full-time

Pay: $24.00 - $26.50 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $24 - $27