CH2M Utility Customer Service & Billing Supervisor, North Miami Beach, FL in North Miami Beach, Florida
We are looking for a highly motivated Utility Customer Service & Billing Supervisor to be a part of our North Miami Beach, FL team.
We are looking for a highly motivated Utility Customer Service & Billing Supervisor to be a part of our North Miami Beach, FL team. This position is responsible for on-site (field) management of Utility Billing and Customer Service activities, and is the first escalation point for client issues. Leadership: • Responsible for supervising utility customer service and billing agents. • Provides direction regarding project work, daily activities, and is the first escalation point for client issues. • Monitors all utility customer service and billing activities and provides coaching as necessary. • Supervises the work of employees performing utility office, administrative, billing and customer service work to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems in the Utility Customer Service Dept. • Provides employees with guidance in handling difficult or complex problems or in resolving escalated utility complaints or disputes of water and sanitation bills and accounts. • Recruits, interviews, and selects employees. • Evaluates employees' job performance and conformance to utility regulations and recommend appropriate personnel action. • Trains or instructs employees in job duties, utility customer service specifics and/or company policies or arranges for training to be provided. • Coordinates activities with other project supervisory personnel or with other work units or departments within the utility. • Participates in the work of subordinates to facilitate productivity or to overcome difficult aspects of work. • Makes recommendations to management concerning such issues as staffing decisions or procedural changes within the Utility Department of Customer Service citizen/city accounts. • Sets goals and deadlines for the department. Technical: • Maintains the daily operations of the municipal government Utility Customer Service Center and Billing Department. • Responsible for documentation. Manages and communicates all documentation related issues to the department and project staff as well as the clients/customers of the utility. • Answers questions, documents recommendations and implements corrective actions to address customer complaints and issues. Holds meetings, prepares and distributes appropriate communication documentation and performs follow-up to ensure that direct reports are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions. • Determines work procedures, prepares work schedules, and expedites workflow within utility department. • Reviews records or reports pertaining to activities such as meter usage or customer billing utilizing the utility software program. • Researches, compiles, and prepares utility reports, manuals, correspondence, or other information required by management or client. • Analyzes financial activities of departments and provides input into budget planning and preparation processes to municipal utility. • Designs, implements, or evaluates staff training and development programs, utility customer service and billing initiatives, or performance measurement criteria. • Examines documents to verify adherence to requirements. • Prepares research or technical reports. Customer Service: • Understands and deploys Industry Standard Customer Service practices for municipal utilities and ensures the training of these concepts to all staff. • Works closely with clients to monitor process requirements and suggests changes as needed. • Resolves customer complaints or answers customers' questions regarding policies and procedures related to the Utility Customer Service Department. • Explains City Ordinance utility regulations, policies, or procedures to clients and public.
The minimum qualifications for this position are:• 3 to 5 years’ experience supervising over 10 employees • 3 to 5 years’ monthly billing experience • 3 to 5 years’ customer service experience • High school diploma or GED • Possess a valid driver’s license with a clean driving record with no major infractions (MVR will be run) • Proficient in Microsoft Word, Excel, Outlook and Power Point • Fluent in spoken and written English
The ideal candidate will possess the following skills and experience:• 3 to 5 years’ supervisory experience in a public utility position • Advanced degree in accounting, business or related field • Bilingual, Spanish • Demonstrated interpersonal relations and personnel management skills
At CH2M, the greatest challenges provide the biggest rewards. Each day, your drive and creative ideas will be providing solutions that help build a better tomorrow. Whether it is the pride that comes with accomplishment, personal growth or making a difference in the world, you will discover true success in a career that brings out the best in you at CH2M. Developing People through Challenging Projects. CH2M will not sponsor an employment visa (e.g. H1-B, etc.) for this position. Relocation assistance is not available for this position.
CH2M is an Equal Opportunity Employer - M/F/Veteran/Disability. Learn more about your rights under Federal EEO laws and supplemental language.