Customer Service Supervisor, (A264115-7), 206, Utility Billing

City of Laredo • Laredo, TX

1d • Onsite

About The Position

Supervises the daily operations of the Billing Division's billing area, ensuring accurate and timely processing of utility bills, staff supervision, and compliance with applicable ordinances and policies. Exercises independent judgment in coordinating workflows, resolving operational issues, and improving processes to enhance efficiency and billing accuracy.

Requirements

• Knowledge of the City's Code of Ordinances which govern receivables billed and collected.
• 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.
• 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 build and maintain effective working relationships with others.
• Ability to communicate clearly and effectively both orally and in writing.
• Ability to maintain good planning and organizational skills.
• Ability to take and follow directions from supervisor.
• 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.
• 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.
• 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.
• Must be able to function in a principle-based organization that has a culture built on character and core values.

Nice To Haves

• Occasional exposure to unpleasant environmental conditions and/or hazards.
• Occasional outside work.
• Frequent exposure to unpleasant environmental conditions and/or hazards.
• Majority of work performed outside or with exposure to risk.
• 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.
• Street environment (near moving traffic)
• Construction site
• Confined space
• Outdoor environment
• Vehicles
• Warehouse environment
• Individuals with known violent backgrounds
• Extreme cold (below 32 degrees)
• Extreme heat (above 100 degrees)
• Communicable diseases
• Fumes or airborne particles
• Toxic or caustic chemicals or substances
• Loud noises (85+ decibels such as heavy trucks, jack hammers, construction)
• Individuals who are hostile or irate
• Moving mechanical parts
• International travel
• Regional travel
• National travel

Responsibilities

• Manages the accurate and timely generation of utility bills, ensuring adherence to established billing cycles, policies, and regulatory requirements.
• Supervises and coordinates daily billing operations, including workflow distribution, quality control, and staff productivity.
• Provides direct supervision of assigned personnel, including training, scheduling of work, performance evaluations, and resolution of routine employee concerns.
• Ensures compliance with all applicable City ordinances, policies, and procedures related to utility billing, account accuracy, and billing adjustments.
• Develops, updates, and maintains Standard Operating Procedures (SOPs) to support consistent and efficient billing operations.
• Monitors billing and work order management systems; troubleshoots issues, coordinates resolutions with vendors, and assists with system enhancements.
• Prepares, reviews, and analyzes reports related to billing operations, account balances, and aged receivables to support management review.
• Responds to and resolves escalated customer billing issues, ensuring effective and timely resolution.
• Coordinates with internal departments such as Finance, Engineering, IT, Customer Service, and Collections to ensure accurate billing data supports downstream account management processes.
• Assists with payroll processing, budget tracking, purchasing activities, and vendor coordination as assigned.
• Supports procurement functions, including preparing specifications, obtaining quotes or bids, and coordinating equipment maintenance.
• Identifies and implements process improvements to enhance operational efficiency, data integrity, and billing accuracy.
• 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.
• Will be required to drive a City vehicle for City business use.
• Performs related work as required.

Benefits

• 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 [phone], 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED