Customer Service Administrator

Position Title

Customer Service Administrator

Position Number

049008

FLSA Status

Exempt

Full Time/Part Time

Full Time

Salary

$67,704 - $86,653 (Depending on Qualifications)

Job Summary

Under limited direction, this is a professional level work administrating, monitoring, reporting, maintaining the accuracy of data stored in various software programs used to assist utility customers and providing complex technical support in all operational areas of the customer and support services division.

Responsibilities

Responsible for the full range of supervisory activities for assigned department(s). May assume the duties and responsibilities in the absence of the manager. Directly oversees, supervises, coordinates, plans, organizes, directs, and inspects the work of subordinates engaged in the assigned department(s). Leads and coordinates the work of other areas as needed. Assists management in allocating staff to work on projects; checks projects for progress and conformance to project plans. Makes changes in plans as required. Manages customer meetings and serves as a resource and liaison with commercial and residential customers, resolving issues as they arise and advises management about escalated customer or program related problems. Conducts analyses to assess any financial risk involved in providing service to a customer and makes recommendations to management. Designs and executes plans to refine and expand departmental processes, conducting research, summarizing findings in written reports, and presenting recommendations to both management and the BPUB Board of Directors. Monitors, analyzes, investigates, and recommends cost saving techniques for commercial and residential customers using energy and water conservation tools. Assists in the development and implementation/integration of BPUB”s Water Conservation Plan, which may include planning, monitoring, and/or enforcement of water surcharges related to excessive water usage among others. Prepares and coordinates an annual budget for assigned area(s) of responsibility and prepares monthly and special reports for management. Oversees and attends outside events as called upon and represents Customer Service and/or various BPUB departments. Recommends, develops, and establishes policies, procedures, and customer programs. Provides complex technical assistance on customer issues; furnishes detailed cost estimates to management for proposed billing, rates, and customer issues and analyzes complex data. Serves as a Subject Matter Expert (SME) for internal and external customers by maintaining an in-depth knowledge of company policies, City of Brownsville Ordinances, utility regulations including Public Utility Commission of Texas (PUCT), Texas Commission on Environmental Quality (TCEQ), and Texas Water Development Board (TWDB), and rates relevant to electric, water, wastewater, and other city services. Supports on-call efforts after hours in the event of customer emergencies or power outages. Completes other job duties as assigned.

Knowledge, Skills, and Abilities

Knowledge of applicable city ordinances, state statutes, and utility system operations. Extensive knowledge and understanding of all departmental operations within the Customer Services Division. Intermediate or advanced knowledge of Microsoft Office programs (i.e. Word, Excel, and PowerPoint). Knowledge and application of customer service practices, procedures, and terminology, especially related to customer accounts, requirements, and billing rates. Knowledge of record filing systems. Knowledge of business principles. Knowledge and experience in formulating policy. Working knowledge of electric, water distribution and wastewater collection systems. Skill in handling conflict, hostile, and uncertain situations with the public in a calm and focused demeanor. Highly effective written and verbal communication skills in English; bilingual in English and Spanish preferred. Strong organization and multi-tasking skills. Skill in planning and organizing. Must be results-oriented, customer-focused, and possess the ability to use sound judgment to make decisions. Ability to establish, and interact effectively and professionally with internal and external customers on a daily basis. Ability to develop, organize, assign, supervise, and inspect the work of personnel in assigned department. Ability to handle diverse assignments, establish priorities, and work with concurrent deadlines and effectively lead or manage team projects when needed. Ability to develop clear and concise written reports and presentations based on research of issues. Ability to be detail oriented and maintain a high level of accuracy in order to ensure the integrity of the Customer Information System at all times by operating within defined parameters. Ability to learn internal processes and maintain an in-depth working knowledge of applicable policies, ordinances, industry regulations, and rates to provide electric, water and wastewater services to customers. Must be self-motivated and take the initiative to act independently and follow through on all projects ensuring timely completion and customer satisfaction. Ability to ensure all work is being performed according to regulatory requirements and company policies and procedures.

Education & Experience Requirements

Bachelor’s Degree with major course work in business or related field and at least four (4) years of progressively responsible experience in a utility or competitive business environment, three (3) of which was in a lead or supervisory capacity. An equivalent combination of education and experience may substitute for the minimum requirements.

Certificates, Licenses, Registrations

Requires a valid Texas Driver License or receipt of a valid Texas Driver’s License within 90 days of relocation to Texas and a safe driving record, as measured by company policy.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical ability to lift, push and/or pull objects weighing up to a maximum of 20 lbs. Must be able to sit for prolonged periods of time without discomfort. Ninety nine percent of the time, work is performed in a normal office environment. May be required to work under adverse conditions. Must be able to work extra hours during workdays, weekends or holidays to complete work as required.

Eligibility for Employment

In addition to any and all other qualifications required for employment stated under the Brownsville P.U.B Personnel Policies and Procedures Policy No. 39:

- Prohibit the hiring of any person who is related to BPUB Executive Management within the third degree of Consanguinity or second degree by Affinity;and

- Based on certain prohibitions of the Charter and Statute on nepotism, no person can be hired who shall be related to any member of the Board of Directors or City Commission within the third degree of consanguinity or second degree by affinity.

Posting Detail Information

Posting Number

S619P

Open Until Filled

No

Special Instructions Summary