An Account Supervisor oversees the handling of client accounts and supervises account representatives and managers. May allocate new accounts to account representatives. Develops and maintains communication with company clients and works to resolve problems. Accounts may be for product sales, advertising or media relations businesses.
Provides leadership and daily oversight for the implementation and operation of new and existing software and hardware solutions used in customer information and account management systems for water, sewer, and reclaimed water customers. Seeking a goal-oriented individual with a proven track record of measurable results. Essential Job Functions Responsible for testing and implementing new customer information and billing software systems, as well as associated upgrades and integrated programs. Leads and participates in mapping existing customer account processes and supports the successful implementation of new processes within new software platforms. Ensures existing billing system remains fully functional during new software installation, including development, data conversion, and parallel testing, to support monthly billing for more than 190,000 customer accounts. Collaborates with vendors, department staff, and inter-departmental teams to identify, define, and resolve customer account management needs. Supports process improvement teams and assists with solution implementation. Serves as the department's technology liaison with external vendors and with Pasco County's Information Technology (IT) Department for both county-supported (mainframe, desktops, network printers, phones) and non-county-supported(printers, mailroom equipment, handheld processors, AMR/AMI laptops)hardware and software. Responsibilities include ensuring daily functionality of customer account equipment and software, such as the cash remittance processor, meter reading process or interface, billing machine, mailroom billing and inserter equipment. Leads efforts to leverage technology investments to streamline high-volume workloads, particularly within the data operator group, meter reading services, and billing group. Monitors timely and accurate daily processing of customer accounts, account and payment research, account creation and modification, and billing output. Provides input on daily delinquent account management. Oversees daily production of customer account research, account creation/input, and billing output. Systemically monitors billing input and output quality and accuracy, identifies production issues, and initiates all customer service system program modifications or changes. Participates in, establishes and/or coordinates new or revised customer account processes and procedures aligned with new software, using PIT (Process Improvement Teams) or similar methods. Coaches staff to support ongoing process improvement efforts. Leads related updates with the County's Information Technology Department as needed. Stays current on systems research and development, customer donation programs such as Project Round-Up, and recommends policy or ordinance changes to support improvements. Coordinates resolution of computerized equipment issues. Performs related work as required. Minimum Requirements
PHYSICAL SKILLS
Ability to communicate effectively using verbal, written and visual communication.
EDUCATION, TRAINING AND EXPERIENCE
Graduation from an accredited college or university with a Bachelor's Degree in Business, Management, Finance, Public Administration, Computer Technology, or related field and two (2) years of experience in customer service, customer account receivable management and development, implementation and improvement of customer information & billing systems and associated software/hardware OR an Associate degree and four (4) years of experience. One (1) year of supervisory experience. Proficient in both English and Spanish preferred.
In House Candidates :
This position qualifies for
DAP. LICENSES, CERTIFICATIONS OR REGISTRATIONS
Must possess a valid Florida driver's license.
ADA STATEMENT
A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.
DRUG-FREE WORKPLACE
Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida Law.
EMERGENCY RESPONSE/RECOVERY ACTIVITIES
All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.
VETERANS' PREFERENCE
Under Section 295.07, F.S., chapter SSA-7 Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.
PASCO COUNTY WAS VOTED ONE OF THE NATION'S TOP WORKPLACES FOR 2021
Benefits include: Florida Retirement System (FRS) retirement plan PTO (Paid Time Off) Paid holidays Group insurance Tuition reimbursement Deferred compensation Medical leave pool Annual medical leave buy-back Mid-management/Professional grade, and management personnel may receive 40 hours of admin leave per calendar year. Effective July 1, 2011, FRS members must contribute 3% of their salary as retirement contributions, on a pre-tax basis (the salary is reduced by the amount of the employee contribution before determining the federal income tax deduction). The employer will automatically deduct the employee contributions.
