NATURE OF WORK
This is supervisory public contact work for a county water and sewer utility.
Work involves the responsibility and supervision of the clerical/billing section concerning water service and billing. Work is performed with independent judgment in accordance with established policies, although general supervision is received from a superior. Work is subject to review through conferences, reports and observations of results obtained.
Supervises the clerical/billing section.
Maintains records of customer contacts, service records and billing accounts.
Produces management reports and makes recommendations for improving efficiency.
Conducts investigations to resolve difficult or unusual customer complaints; interprets and explains departmental rules and regulations for customers; determines if water service being provided is in accordance with established policies and procedures.
Researches records to resolve complex billing and service problems and approves adjustments to water bills.
Conducts investigations to determine special service requirements; prepares correspondence and reports of investigative findings and results.
Prepares and evaluates work standards to ascertain efficiency levels and compliance with priority schedules, recommends changes in procedures, staffing and management systems; prepares work schedules, training materials and procedural manuals.
Provides training for new and current employees.
Acts as office manager as needed.
Reviews records and reports prepared by subordinates for accuracy and completeness.
Performs related work as required.
KNOWLEDGE, ABILITIES AND SKILLS
Considerable knowledge of the operation of a computerized billing system.
Considerable knowledge of utility rates, credit procedures and billing practices.
Considerable knowledge of office practices, procedures and standard recordkeeping.
Ability to exercise judgment and discretion in interpreting and applying departmental policies and procedures.
Ability to deal with customers tactfully, firmly and impartially.
Ability to communicate effectively, both orally and in writing.
Ability to apply established rules and procedures to specific customer problems regarding billing or service.
Ability to supervise and assign the work to subordinates in the clerical/billing section.
Ability to keep records and prepare a variety of reports.
Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Ethics and Conflict of Interest policies.
Ability to establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability or political affiliation.
DESIRABLE EXPERIENCE AND TRAINING
Graduation from high school; considerable experience in billing systems and the resolution of customer service complaints, including supervisory experience; or any equivalent combination of training and experience.
Bargaining Unit: Government Supervisors Association (GSA)
FLSA Status: Non-exempt
Code of Ethics
Work Location: Office of Environmental Services
Class Spec. Estab./Revised: E5/94