Assistant Utility Customer Service Supervisor

Harnett County, North Carolina•Lillington, NC

32d

About The Position

Performs responsible managerial, supervisory, and administrative work in support of the utility billing, cashiering, and customer service functions for Harnett Regional Water under the direction of the Utility Customer Service Supervisor. An employee in this class is responsible for assisting in the managing and direction of activities of the Customer Service Department which includes the utility billing, collection functions, and handling of supervisory level inquiries. Considerable tact, courtesy, professionalism, and good social skills are required at all times. Work is performed under general supervision of the Customer Service Supervisor and is evaluated through conferences by review of appropriate records and reports, customer satisfaction, and the accuracy and thoroughness of collection operations and billing.

Requirements

Knowledge of local policy and state statues regarding utility billing, collections, rules and regulations, and utility account maintenance.
Knowledge of supervisory principles and practices, conflict management, customer service skills, and the ability to implement them in an office environment of public service.
Knowledge of office practices and procedures for the receipt of cash payments.
Knowledge of word-processing, spreadsheets, software, and other computer applications used in the assigned office.
Skill in the operation of a computer, scanner, copier, fax machine, or other office equipment.
Ability to think quickly, maintain self-control, and adapt to stressful situations.
Ability to schedule, assign, review, and direct the work of a group of employees.
Ability to deal with the public, employees, and coworkers in a tactful and effective manner.
Ability to create and maintain accurate records, reports, and files.
Ability to process data, information, and other information required by the program and office.
Ability to communicate effectively in person and by telephone.
Ability to be tactful and courteous.
Ability to follow oral and written instructions and procedures.
Ability to enter data with accuracy at the speed required of the particular program or position.
Ability to use automated systems and technology in performing the duties assigned.
Ability to establish and maintain effective working relationships with the general public and other employees.
Graduation from a two year college in business administration, accounting, or related field and considerable experience in a utilities or computer service operation involving heavy public contact and some supervisory experience; or an equivalent combination of education and experience.
Must be able to physically perform the basic life operational functions of reaching, fingering, talking, hearing, and repetitive motions.
Must be able to perform sedentary work exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.
Must possess the visual acuity to prepare and generate data and figures, operate a computer terminal, read extensively, and determine the accuracy, neatness and thoroughness of the work assigned.

Responsibilities

Answers in person and phone call complaints from citizens, researches problems, and renders decisions or answers to their questions; refers precedent setting issues to higher level management for advice and consultation.
Supervises the disconnection for non-pay processes.
Reviews for accurate calculation, approves, and enters into billing system customer bill adjustments for leaks, late fees, etc. on a regular basis.
Performs accounts payable functions weekly for customer refunds and credit balance transfers.
Organizes and participates in the processes for billing and/or collections for other municipalities including bulk and special billings and payment entries for special accounts.
Sets up owner vacant accounts for billing.
Assist in the supervision of the collection of money for payment of utility billings, account deposits, tap fees, etc., including the receipting, posting, and balancing process associated with this responsibility; organizes to collect for other districts or municipalities.
Assist in the supervision of billing processes and handles special problems associated with billing cycles; monitors billing cycles and assures all records are submitted on a timely basis in order that established deadlines will be met.
Assist in the compilation of the department's monthly, yearly, and periodic revenue reports.
Assist and participates in the hiring of assigned staff; trains, assigns and monitors work of employees
Serves in the absence of the Customer Service Supervisor and of subordinate employees.
Cross trains and provides back up for accounts receivable and collection duties.
Performs related duties as required.