Customer Service Supervisor, (B254115-10), 206, Utility Billing

  • City of Laredo, TX
  • Laredo, Texas
  • Full Time

Supervises, coordinates and monitors the customer service representatives that are mainly responsible for connecting, disconnecting and transferring services. Assists customers with information regarding status of bills, payment arrangements, high bills and other customer complaints.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Supervises, coordinates, and monitors the customer service representatives that are mainly responsible for connecting, disconnecting, and transferring services.
  • Assists customers with information regarding bill status, payment arrangements, high bills and other customer complaints.
  • Responsible for planning, scheduling, and assigning work; instructs and trains customer service staff in proper methods and procedures.
  • Monitors and prepares employee job performance evaluations, attendance, records time cards, conducts and assists immediate supervisor and department director in conducting performance evaluations; makes recommendations on hiring, firing, promotions, and disciplinary actions.
  • Plans, trains, and implements methods so that customer service representatives are appropriately trained to process new service connections and any customer service inquiries.
  • Plans and implements methods for customer service representatives to provide assistance to customers regarding subdivision plats, fee structures for line extensions which are provided by the Utilities Department's Engineering Division, water and sewer taps, fire hydrants, T-connections, fire protection services and irrigation meters, and the policies and procedures as established by City ordinances.
  • Verifies that all accounts are accurately set up on the system so all services will be billed accordingly to customers.
  • Verifies the proper coding is applied to all accounts regarding services for water, sewer, and garbage along with the connection.
  • Balances customer service representatives and prepares deposits to make sure all monies are deposited appropriately and ensures remaining collections 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 forwarded to the bank accordingly.
  • Responsible for maintaining adequate stock of inventory.
  • Initiates credit refunds on a daily basis to be processed by the Finance Department.
  • Prepares and processes purchase requisitions, receives merchandise ordered and submits purchase order to Accounts Payable for processing of payment.
  • Contacts vendors on any disputes or disagreements on invoices or merchandise received.
  • Verifies that all invoices are paid and credited to the proper line item number.
  • Prepares monthly reports regarding call center and walk-in services.
  • Reviews and approves leak adjustments and unexplained consumption adjustments.
  • Handles 311 requests, deferred payment plans, and payroll.
  • 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 with staff, including immediate supervisors and Director at all times.
  • Performs other duties as assigned by immediate supervisors and/or 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:

  • Ability to provide excellent customer service at all times.
  • Ability to make arithmetic computations and tabulations accurately.
  • Ability to work with the public in a tactful and courteous manner.
  • Ability to compose and prepare effective correspondence.
  • Ability to operate a variety of office equipment.
  • Ability to maintain good planning and organizational skills.
  • Ability to use computer hardware and various software programs and technologies, including word processing and spreadsheet programs.
  • Ability to give directions to and gain compliance from assigned staff.
  • Ability to perform strenuous and routine work.
  • Ability to be flexible with work schedule, lunch hour, and work assignments.
  • Ability to work well under pressure in a fast-paced and stressful work environment.
  • Ability to maintain a valid Texas Driver License and a good driving record.
  • Ability to maintain harmonious and effective working relationships with other employees and respond to general public complaints.
  • Ability to project a positive and professional image of the City of Laredo.
  • Ability to effectively communicate both orally and in writing in the English and Spanish languages.
  • 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

Frequently

  • 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)
  • Moving mechanical parts
  • Fumes or airborne particles
  • Toxic or caustic chemicals or substances

Seldom

  • Individuals with known violent backgrounds

Sometimes

  • Communicable diseases

Frequently

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

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

Required Education and Experience

  • High School diploma or G.E.D. and fifteen (15) college hours from an accredited college or university.
  • At least seven (7) years of experience in accounting, billing, customer service, or related field with at least two (2) 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 ..., two days prior to the scheduled interview and/or test if applicable.

City of Laredo is an Equal Opportunity/Affirmative Action/Pro Disabled and Veteran Employer. We welcome differences in the form of gender, race, ethnicity, disability, geography, socioeconomic status, age, politics, religion, philosophy, sexual orientation, or gender identity. All applicants who share this goal are encouraged to apply. Must be able to function in a principle-based organization that has a culture built on character and core values.

Job ID: 489823564
Originally Posted on: 8/18/2025

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