BRIEF DESCRIPTION:

The purpose of this position is to supervise the customer service and billing functions of the company. This is accomplished by maintaining and establishing work procedures; assigning responsibilities; solving problems as needed; maintaining customer satisfaction through excellent customer service while abiding by approved policies and procedures. Other duties include interacting with hardware/software vendors; managing bankruptcy situations; acting as a Financial Officer; reviewing collections and other routine reports; making hiring/firing recommendations; approving/denying requested time off and daily time; disciplining including reprimands, managing budgets for section; forecasting department needs; developing positive morale; performing reviews for direct reports; and managing other matters as needed. Additional duties may be assigned, based on organizational need.

ESSENTIAL FUNCTIONS:

Note: This information is intended to be descriptive of the key responsibilities of the position. The list of essential functions below does not identify all duties performed by any single incumbent in this position. Additionally, please be aware of the legend below when referring to the physical demands of each essential function.

Assists staff with customer questions and problems; reviews images of archived documentation; manages situations involving upset customers; inputs history comments; makes necessary decisions on customer accounts; and ensures billing procedures are timely and accurate.

Provides hardware support by reviewing the configuration and analyzing the problem; communicating with hardware/software vendors; and updating hardware/software as required.

Maintains and coordinates direct staff to ensure common goals and synergy; training of staff on policies and procedures; and overseeing implementations of policy and procedures.

Creates and reviews reports and/or query output for applications as requested, including collections.

Maintains and establishes work procedures; assigns responsibilities; approves requested time off and daily time; manages budgets and forecasts needs; performs reviews for direct reports; and disciplines, as necessary. Reviews and/or approves invoice, cost, and general ledger accounts for charges; reviews investments while acting as an Investment Officer.

JOB REQUIREMENTS:

Formal Education

Associates degree in a business discipline required; Bachelor’s degree in a business discipline preferred; experience may be substituted in place of degree.

Experience

Five years or more as a customer service supervisory or utility billing clerk supervisor required.

Supervision/ Responsibilities

Work requires supervising and monitoring performance for a department(s) including providing written & verbal disciplinary actions and reprimands, hiring/termination recommendations, work objectives/effectiveness, performance evaluations, and realigning work as needed. Requires routine conversations with and provides reports to immediate manager. Position reports directly to the CFO.

Human Collaboration Skills

Interactions have significant impact and may involve recommendations regarding potential policy development and implementation. Position evaluates customer satisfaction, develops cooperative associations, and utilizes resources to continuously improve customer satisfaction. Contact may involve support of controversial positions or the negotiation of sensitive issues or important presentations. Contacts may involve stressful, negative interactions with the public requiring high levels of tact and the ability to respond to aggressive interpersonal interactions.

Freedom to Act

Receives Limited Direction: The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. Special projects are managed with little oversight and assignments may be reviewed upon completion. Performance reviewed at least annually.

Technical Skills

Advanced Skills and Knowledge: Work requires advanced skills and knowledge in approaches and systems, which affect the design and implementation of major programs and/or processes organization wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively.

Fiscal Responsibility

Has responsibility for monitoring budget/fiscal expenditures for department. Prepares, reviews, recommends budget needs. Expenditure approval authority of $5,000 for non-typical expenditures.

Reading

Advanced - Ability to read literature, books, reviews, scientific or technical journals, abstracts, financial reports, and/or legal documents. Ordinarily, such education is obtained in at the college level or above. However, it may be obtained from experience and self-study.

Math

Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions and measurement. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.

Writing

Intermediate - Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.

Certification &
Other Requirements

Valid Texas Class C Driver’s License; CPR/First Aid Certification; Public Funds Investment Act Training

MACHINES, TOOLS, EQUIPMENT, SOFTWARE, AND HARDWARE:

Telephone, fax machine, calculator, copier, personal computer, printer, scanner, Microsoft Office, Wells Fargo token, RVI, IBM Showcase Query, related software

Job Type: Full-time

Experience:

• Microsoft Office: 5 years (Preferred)
• Customer service: 5 years (Preferred)
• Supervising: 5 years (Preferred)

Ability to Commute:

• Floresville, TX 78114 (Preferred)

Ability to Relocate:

• Floresville, TX 78114: Relocate before starting work (Preferred)

Work Location: In person