Under direction, plan, implement, direct and supervise customer service activities. Typical Duties Provide customer service to customers. Involves: Respond to or resolve complex billing discrepancy, processing practices, service quality complaints or other specified issues that arise with customers, residents, businesses, and other organizations based on research and analysis of account histories, regulations, policies and procedures, or investigation of situations. Review customer service efficiency and effectiveness to devise improved methods. Coordinate and manage new services to customers. Prepare responses to customers. Manage, update and supervise billing functions. Involves: Configure and maintain billing tables, and credit and debit transaction codes. Operate billing computer systems and address operational and systematic problems. Create billing formats and enter pertinent data such as account codes. Review and approve accounting and billing transactions and activities such as meter reading, cashiering and inspection. Audit accounts to verify proper billing. Make billing adjustments, prepare refunds and update accounts. Develop collection procedures in accordance with rules and regulations. Monitor collections, send delinquent notices and collect money from individuals with delinquent accounts. Prepare, edit and generate recurring and special daily, monthly and fiscal year status and update reports. Involves: Gather, compile, break down and summarize collection, billing, metering, account balance, production, cash accounts receivable, sales, usage and other historical information as required. Review data and correct payment discrepancies. Post all adjustments and prepare payment updates. Prepare, formulate and develop complex spreadsheets, flow charts and graphs. Maintain filing system and records management. Respond to Mayor, City Council, City Administration, Public Service Board (PSB) and other governmental agencies concerning PSB rules and regulations, billing practices and procedures. Prepare and present changes to PSB rules and regulations and rate structures at public meetings as required. Plan and conduct studies of related work problems and procedures, communications and information flow. Manage accounting functions. Involves: Approve debit and credit journal entry adjustments involving large dollar amounts for single, multi-family, business, industrial and governmental customers. Update pending cash transactions, adjustments and billing totals, and balance daily accounts receivables. Enter, retrieve and review specific accounting data and requisitions from centralized financial management system. Review and approve monthly customer service operational expenditures, and assist with annual budget preparation and control. Maintain filing system logs. Prepare and keep intradepartmental reports and records. Supervise assigned staff. Involves: Schedule, assign, instruct, guide and check work. Appraise employee performance. Provide for training and development; enforce personnel rules and regulations, and work behavior standards firmly and impartially. Counsel, motivate and maintain harmony. Interview applicants. Recommend hiring, termination, transfers, discipline, merit pay or other employee status changes. General Information For complete job specification, click here. Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received. Important Note: The required Supplemental Questions and answers are considered an examination component and will generate a score. Applicants are being tested on a conditional basis pending a review of minimum qualifications. Applications will be reviewed for applicants who pass the Supplemental Questions exam. Per CSC Rules & Regulations, after review of the minimum qualifications for applicants that pass the Supplemental Questions exam, a passing score, combined with applicable seniority points and veteran points, will be used to create a list of candidates. Please note: Applicants with foreign diplomas, transcripts and degrees must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit for more information. A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete. To qualify for this position, the required education, experience, knowledge, and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position. Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.