Lead Customer Service Technician

General Purpose

Performs a variety of first line supervisory and full performance, routine and complex clerical duties as needed to expedite the billing, collection and processing of utility account transactions. Provides timely, accurate, and appropriate customer service, clerical, and/or accounting support to an assigned program, service, or department. Position involves competing demands, performing multiple tasks, working to deadlines, and responding to customer issues.

Works under the general supervision of the Customer Service Manager.

Provides close to general supervision to Customer Service Technicians.

• Interacts with customers to provide appropriate response to inquiries, issues of concern, and requests for information regarding services, processes, policies, and procedures. Refers matters requiring policy interpretation or technical expertise to the appropriate staff for resolution.
• Assists to open and close utility accounts; makes entry by service order system; receives payments by phone, mail-in and over-the-counter.
• Performs daily start-work activities such as opening and preparing cash register and/or drawer; processes transactions, calculates and prepares credit and debit entries; posts utility payments and receipts for various town revenues; balances receipts and cash drawer and prepares daily bank deposits.
• Provides assistance to ensure proper use and completion of forms and documents; enters data into databases, verifies accuracy, conducts research; handles inquiries related to utility accounts; initiates service orders to appropriate departments; assists customers with service changes; performs telephone follow up as needed; monitors changes in service; updates account records (e.g., name changes, ownership changes, address changes).
• Mails follow up billings to residents and performs telephone follow up as needed; monitors changes in service; prepares adjustments to utility rate tables and mails notices of adjustments; prepares adjustments due to leaks and billing errors; researches posting error payments that have been misposted or credited incorrectly.
• Initiates collection activities for payments received with NSF checks; processes monthly collections report.
• Updates accounts, creates and updates files, completes forms, enters and verifies data, and processes documents and transactions in various mediums and formats; uses installed software to maintain accurate records.
• Prepares activity reports showing number and type of account transactions, including connections and disconnections; prepares balancing reports by comparing receipts with total daily revenue; assists in preparing daily bank deposits and verification processes.
• Manually calculates waste tonnage at the Taos Regional Landfill and enters charges into the billing system; generates reports and balances billing data; prepares Landfill Financial & Refuse reports for Regional Landfill monthly meetings.
• Prepares monthly Gross Receipt Tax Report and voucher; reviews CRS numbers and handles related filings; dispatches meter readers as needed; may participate in meter reading; mails follow-up billings and account reports; assists with annual field audits of waste containers and customer accounts to ensure accurate billing; assists in processing delinquent accounts for the legal department; prepares monthly reports to various departments.
• Performs compilation of parking meter revenue collection duties and reconciles daily revenue against reports, including kiosk and bank statements, mobile payments, card transactions and cash.
• Downloads reports from systems as needed and reconciles to credit card merchant services and daily deposits.
• Coordinates with the Deputy Finance Director on deposits in transit and reconciliation with reports used for meter revenue collection; processes refunds for parking fees charged in error; issues parking permits to businesses as necessary; coordinates with internal departments for permit issuance.
• Assists in training staff on software and procedures. May transport deposits to banks or run errands using town vehicle. Performs related duties as…