Under general supervision, responsible for researching customer questions, complaints, and billing inquiries. Duties, Functions and Responsibilities:Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. Answers complicated customer requests or inquiries concerning services, products, billing, and equipment. Resolves customer issues with one call resolution. Prepares cases for support services and other city departments. Processes corrections to customer accounts. Extracts data from city databases and create reports. Coordinates mailings to customers. Maintains and files all generated service requests. Receives by email, fax, or phone, frontline and escalated inquiries from customers, contractors, and other city departments requiring research, support preparation and reporting. Verifies customer accounts and active services using various databases and software applications. Research customer account information and history to explain services, charges, and adjustments. Logs customer complaints, creates and updates service requests, and routes to the appropriate department(s) and/or personnel. Responsibilities - Supervisor and/or Leadership Exercised:May lead and train others. Knowledge, Skills, and Abilities:Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed. Knowledge of basic accounting and billing procedures. Knowledge of city practice, policy and procedures. Knowledge of good customer relations practices. Knowledge of credit collection practices. Skill in oral and written communication. Skill in handling multiple tasks and prioritizing. Skill in using computers and related software. Skill in planning and organizing. Ability to handle conflict and uncertain situations. Ability to work with frequent interruptions and changes in priorities. Ability to train others. Ability to establish and maintain effective communication and working relationships with city employees and the public. Minimum Qualifications:Graduation from an accredited high school or equivalent, plus four (4) years' experience in billing, credit counseling, and customer service. Licenses and Certifications Required: None. Preferred Qualifications:Leadership experience in a high-volume call center, serving in a senior, lead, or supervisory capacity with responsibility for coaching and mentoring staff. Ability to deliver exceptional customer service within a utility, government agency, or other similarly regulated environment. Demonstrated experience designing and delivering staff training, including new hire orientation, and ensuring ongoing employee development. Strong skills in writing, implementing, and updating Standard Operating Procedures (SOPs) to support consistency and quality. Proficiency with Microsoft Office, GIS, Computerized Maintenance Management Systems, customer data and tracking systems. Bilingual in English and Spanish. Ability to travel to more than one work location