Job descriptions are intended to present a broad and general range of duties which includes, purpose, responsibilities, and scope of work. Job descriptions are not intended to reflect all duties performed within the job.

DESCRIPTION:
Assigns, prioritizes, supervises and performs work related to customer service billing and collections. Under direction of the Financial Services Manager, the Supervising Customer Service Representative is a working supervisory position that ensures the operations of the utility billing and collections units are accomplished in an efficient and effective manner.

SUPERVISION EXERCISED AND RECEIVED
Exercises supervision over lower level personnel. Receives supervision from higher level personnel.

Duties may include, but are not limited to the following:

Assigns, prioritizes, supervises and performs work related to customer service utility billing and collections units; ensures the operations of the utility billing and collections units are accomplished in an efficient and effective manner.

Resolves the most complex customer service (billing and collections), complaints and deficiencies; establishing, disconnecting and reconnecting service; high/low bill investigation; and delinquent accounts and interruption in service; authorize payment extensions; review and recommend contracts to department Manager.

Processes utility billings: edits for exceptions, compares accounts to rate schedule standards, researches account historical data to determine correctness, and approves bill batches for billing according to assigned rate schedules; analyze data and draw logical conclusions.

Processes, balances, and audits bank deposits; make necessary bank adjustments;

Interpret and enforce FACT Act identity theft guidelines and insure Federal Red Flag compliancy rules are followed; work with appropriate parties for proper resolution of situation.

Coordinate Photovoltaic net (pseudo) & co-meter billing setup in CIS.

Under guidance with management, designs and implements programs aimed at improving communication with customers, efficiency in customer service operations, and revenue recovery; designs and prepares departmental forms and operational manuals; prepares correspondence on procedural or informational matters;

Administrator of help desk for online payment system, research and resolve complex online problems; interact with third party for customer satisfaction; monitor postings and NSF returns; creates, maintains and monitors computerized files, databases and directories; conducts record searches and prepares statistical work sheets and other required documents; audits documents, verifies accuracy and ensures compliance with applicable regulations;

Answers the telephone and responds to questions on utility billings, business and other City financial transactions; receives revenue for licenses, permits, recreation fees and other city revenue accounts;

Administer Experian program; employee setup and monitoring. Interpret consumer credit profile reports and determine further actions when fraud alerts are present.

Acts as a liaison to Field personnel to initiate or resolve issues relating to high or low bill investigations, meter reliability, disconnects and reconnects;

Performs other duties related to the operation of the department and the City including additional duties that enable the department and City to meet the diverse needs of its community.

Interested applicants must submit an online application at www.lodi.gov. No paper applications will be accepted. For technical difficulties with your online application, please call the Neogov helpline at 855-524-5627.

Telephone: 209-333-6704. Persons with hearing impairment, please call the California Relay Service 7-1-1.

Selection Process: Only the best qualified applicants will be invited to continue in the recruitment process.

EQUAL OPPORTUNITY EMPLOYER - The City of Lodi is an equal opportunity employer and is committed to a policy of fair employment practices regardless of race, color, ancestry, national origin, religion, sex or sexual orientation, marital status, age, mental or physical disability or perceived disability, medical condition, pregnancy, political affiliation or belief, or other unlawful discrimination.

AMERICANS WITH DISABILITY ACT - In compliance with the Americans with Disabilities Act and Section 504 of the Rehabilitation Act, the City of Lodi provides reasonable accommodation for qualified individuals with disabilities. Individuals with disabilities requiring accommodations must contact the Human Resources Division upon application submittal to confirm the request.

CRIMINAL BACKGROUND INFORMATION - City of Lodi is authorized and required by the state of California to access Local, State, and/or Federal criminal history as part of the testing process. This process can be completed by initial fingerprinting and/or a full Background investigation pursuant to Penal Code §11105(b)(10), §11105.3, §13300(b)(10); Education Code §10911.5; Public Resources Code §5164) and in compliance with the City of Lodi's Fingerprinting Policy ad Procedure. As a future employee or volunteer, you are required to be fingerprinted and processed through the Department of Justice and cleared before you can start. All information obtained will be kept in strict confidentiality.

HIRING PROCEDURE - Applicants must possess the minimum qualifications by the final filing date. Eligible lists are established upon successful completion of the selection process. The candidates must be successful in each part of the testing. To fill each vacancy the hiring department will request names to be certified from the eligible list and will make a selection from this certification list.

CONDITIONAL JOB OFFERS - Conditional job offers are subject to successful completion of a medical drug screen and/or physical. Candidates should not quit or give notice to their current employer until final notification has been awarded by the Human Resources Division.

MEDICAL-DRUG SCREENING – All positions may be subject to a physical or drug screen issued by a qualified medical physician assigned by the Human Resources Division. Under the requirements of the Drug Free Workplace Act of 1988, the City of Lodi has been designated as a drug-free workplace.

APPOINTMENT - At the time of appointment all candidates will be required to execute an oath of allegiance and complete Form I-9 - Employment Eligibility Verification in compliance with the Immigration and Naturalization Act. United States citizenship is not required. All new appointees are required to successfully complete a probationary period of twelve months.

EMPLOYMENT BENEFITS

SALARY - The starting salary is the first rate shown on the job announcement. Advancement to the higher steps of the salary range is based upon merit in accordance with the Salary Ordinance and Rules for Personnel Administration. Eligibility for the first merit increase is effective after 12 months and for additional merit increases after one year intervals until the employee has reached the maximum step.

HOLIDAY, VACATION, SICK, AND ADMINISTRATIVE LEAVE - Holiday - An average of 13 paid holidays per year. Vacation - 2 weeks paid vacation annually, increasing with length of service depending upon the appropriate labor agreement. Sick Leave - 10 days per year depending upon the appropriate labor agreement. Administrative Leave - Management/Mid-Management positions receive 80 hours per fiscal year, and specified professional/technical positions receive 40 hours per fiscal year (Pro-Rated).

HEALTH INSURANCE - Medical, Dental and Vision plans are available for employee and dependents. A portion of the premiums may be the employee's responsibility.

LIFE INSURANCE AND LONG TERM DISABILITY - The City pays the full premium for employee and dependent life insurance, and offers a long-term disability plan that provides up to approximately 2/3 of an employee's salary.

RETIREMENT AND DEFERRED COMPENSATION - The City of Lodi is a member of the Public Employees' Retirement System (P.E.R.S.). Lodi is not a member of the Social Security System except for the required medical contribution. Employees may participate in a 457 Deferred Compensation program.

FLEXIBLE SPENDING ACCOUNT - Employees may participate in a Section 125 Flexible Spending Account.