Lead Utility CIS Representative

Lead Utility CIS Representative City of Garland - 3.2 Garland, TX Job Details Full-time 1 day ago Qualifications Customer communication High school diploma or GED Full Job Description Summary Responsible leading day-to-day tasks of Utility CIS Representatives and Collections staff to ensure appropriate management of customer commercial account information and collection practices to deliver effective service to customers while securing efficient debt collection practices.

Salary:

depending on qualifications and experience Essential Duties and Responsibilities Provide leadership to Utility CIS Representatives in the commercial accounts and collections divisions. Monitor and review procedures to ensure best practice methods are being utilized to provide superior customer service and expedite timely resolutions. Resolve escalated customer issues. Monitor customer account records and service orders created by staff to ensure accuracy. Maintain weekly attendance reports and timesheets for all department staff. May explain and calculate residential and commercial rates. May dispatch utility connect/re-connect information to field personnel. May mail out meter test results to customers who request a test of their electric and water meters. May prepare the Cut Off list for field personnel. May assume division responsibilities in the absence of the supervisor. Minimum Qualifications High School Diploma or General Equivalency Diploma (GED) 4 years related experience Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications Education/ Experience:

Six months of advanced study 4-6 years experience in utility collections, customer service or related field Knowledge, Skills & Abilities Sufficient knowledge in general customer service practices and procedures Sufficient knowledge of utility operations and rate structures Sufficient knowledge of common collection practices Skill in general computer operations (Microsoft Excel and Word) Skill in using CIS software Ability to resolve complex customer issues Ability to effectively communicate with both internal and external customers Licenses and Certifications No Licenses/ Certifications required Physical Requirements / Work Environment The incumbent works in an office environment with occasional noise and other environmental conditions or hazards.