Job Description
Department Finance-Utility Billing Location City Hall Salary $44,868.00 - $54,667.00 a year Open Date 05/21/2026 Close Date 06/04/2026 Description
GENERAL PURPOSE
The objective of the Utility Billing Supervisor is to ensure the highest quality service through the accurate and efficient job performance of the Customer Service Representatives in the Utility Billing Division. The Customer Service Representatives for the Utility Billing Division provide "front line" service to customers, through the payment/service windows in the lobby in all aspects of the utility accounts (billing, collections, and adjustments), and this position is responsible for their performance. This position is also responsible for approving adjustments and credits to utility accounts, reconciling the utility billing system to General Ledger, and maintaining the division's Internet webpages. PRIMARY DUTIES AND RESPONSIBILITIES
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties. Supervises and directs the duties of the Customer Service Representatives. Responds to customers' questions, complaints, for example, researching accounts and personnel, resolving conflicts and account problems, providing information about City services and departments, explaining City policies, procedures and ordinances. Authorize payment extensions, new payment agreements with old accounts, partial payments, waiving deposits, service fees, reinstatement fees or other fees. Approves charges and credits to customer utility accounts. Conducts staff meetings with direct reports as appropriate. Prepares performance evaluations, councils direct reports when necessary and makes recommendations for hiring and other employee decisions (coaching, performance evaluations, disciplinary action and terminations. Develop system-wide solutions for collection, tracking, monitoring and reporting. Approves and posts all City revenue (utility and non-utility) to establish General Ledger accounts, pursuant to budget and chart of accounts. Prepares bi-weekly payroll sheet for division. Maintains computer system by performing user maintenance, General Ledger account maintenance, retrieving updates and initiating calls for technical support. Balances utility billing system to General Ledger. Establishes and maintains superior customer service relationships. This includes working directly with customers, by telephone or email, taking new applications, connects, transfers, etc. Creates and issues service orders for various types of requests. Assists with other duties including accepting utility deposits and payments, assisting with night deposits and mail payments, following up on delinquent collection of closed accounts, approving disconnection of accounts for nonpayment or returned checks and monitoring collection of insufficient checks. Analyzes customer accounts, checking for accuracy in services charged and billing calculations. Assists with clerical duties including inspecting checks and other forms of legal tender, balancing cash drawers, calculating commercial deposits, receiving and verifying monies and reports from other departments. Assists the Utility Billing Specialist and Utility Billing Manager and performs necessary duties in their absence. Inputs account services for water & sewer tap applications. Processes and generates cutoff fees and service orders for non-pay customers. Backs up counter and phones when needed. MINIMUM QUALIFICATIONS
Education and Experience:
Associate's degree in accounting or business or equivalent experience. Minimum of two (2) years' supervisory experience. Minimum of two (2) years' experience cash handling and other forms of payment. Minimum of two (2) years' experience front line customer service (dealing directly with the public) Experience with general office duties/clerical duties, preferably working in a governmental environment. Required Licenses or Certifications:
A valid Texas Driver's License and acceptable driving record. Required Skills & Abilities Ability to cooperate with staff, elected officials and the public. Ability to operate office machines, such as computers, printers, calculators, fax machines, etc. Ability to maintain a professional manner when dealing with internal and external customers. Ability to read, comprehend and retain City and State policies and legislation, i.e. City ordinances, procedure manuals, Code of Ordinance and Office Procedures. Ability to meet deadlines both internally and externally. Ability to distribute or delegate work accordingly and instruct others in methods and procedures. Ability to provide expert advice when needed. Strong knowledge of utility billing procedures, cash management and internal controls. Must be extremely detailed oriented. Experience with customer service etiquette and practices. Reasoning Abilities Ability to plan work and establish priorities. Ability to respond to complaints and grievances. Ability to define problems and handle a variety of job-related situations. Ability to think quickly, maintain self-control and adapt to stressful situations. Language Abilities Ability to communicate clearly in both written and verbal form. Mathematical Skills Ability to calculate basic mathematical calculations (addition, subtraction, multiplication, division) without the aid of a calculator. Physical Demands / Work Environment:
The physical environment and the work environment described are representative of those that must be met by an employee to successfully perform the function of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. Physical Environment The duties of this job include physical activities such as climbing, reaching, standing, walking, pushing, pulling, lifting, talking, listening, seeing/observing, and repetitive motions. Specific vision abilities required by this job include close, distance, and peripheral vision; depth perception, and the ability to adjust focus. This job is performed in an office environment. Work Environment Job is performed in an office setting. Time pressure (frequent rush jobs, urgent deadlines, etc.). Working with distractions (telephone calls, interruptions, disturbances). Repetitive activities (performance of the same physically demanding activity). Unpleasant social situations (necessity of dealing with irate or disturbed individuals). May work in an environment with intense or continuous noise. Workspace may be awkward and/or confining. Exempt :
No Type :
FT Employee Department :
Finance-Utility Billing Location :
1
