Customer Service Supervisor - Utility Billing

$24.78 - $37.17 hourly
  • City of Cottonwood
  • Cottonwood, AZ, USA
  • Aug 04, 2022
Full time Utilities

Job Description

Full Job Description

DESCRIPTION:  Under limited supervision from the Financial Services Director, oversees the administration of the Utility Billing Division including the functional areas of water and wastewater billing, collections, departmental and City-wide objectives, and customer service. Performs other related duties as assigned.

This is an exempt, full-time, classified position with full benefits.  Hiring range 24: $24.78 - $30.97 per hour. Full long term range of position extends to $37.17 per hour.

This position will remain open until filled. The first review will be held on August 15, 2022.

ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics.  This list is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by incumbents of this classification.


Recommends and assists in the implementation of departmental goals and objectives; establishes and implements schedules, policies and procedures for support staff and departmental operations; plans, prioritizes, assigns, supervises and reviews the work of Customer Service Specialists involved in providing water and wastewater billing services to City of Cottonwood customers.

Reviews work for accuracy; supports the timely billing and collection of charges for water, wastewater, and reclaimed water; supports the monthly reading of water meters and the turning off and on of water service; Works with customers to develop payment plans and billing adjustments; performs final reconciliation of all departmental payments and accounts. Responds to inquiries and resolves customer complaints; provides back up in all areas of Customer Services including finding resolutions to citizens questions.

Participates in the selection of customer service billing staff, works with employees to correct performance deficiencies; implements disciplinary actions; schedules staff to ensure optimal service levels are maintained; provides or coordinates customer service billing staff training or training for other groups as required.

Evaluates operations and activities of assigned areas of responsibility; recommends improvements and modifications; prepares various reports on operations and activities.

Participates and assists in the administration of quality Customer Services; researches, compiles, analyzes, and prepares statistics regarding operational efficiency and effectiveness; makes recommendations for service improvement and enhancement.

Participates in departmental budget preparation and administration; prepares cost estimates for budget recommendations; submits justification for budget items; recommends expenditure requests; maintains inventory supplies; monitors and controls expenditures.

Actively supports and upholds the department’s and City’s stated mission and values, including being open for business and providing excellent customer service that is internally and externally focused. Actively works to inspire a vibrant community through departmental work.


Knowledge of proper English, grammar, and spelling.

Knowledge of proper telephone etiquette.

Knowledge of the functions performed by the various City departments.

Knowledge of general accounting principles.

Knowledge of statistical and financial record-keeping techniques.

Knowledge of research methods and report writing techniques.

Knowledge of the principles and practices of debt collections.

Knowledge of modern office practices, procedures and equipment.

Knowledge of utility billing applications, and their capabilities

Skill in performing clerical duties such as filing, copying, typing and maintaining records.

Skill in understanding and following oral and written directions.

Skill in maintaining accurate financial and statistical records.

Skill in providing effective customer services to the general public.

Skill in creating and maintaining manual and automated files.

Skill in dealing with the public in a professional and courteous manner.

Skill in maintaining a professional image.

Skill in receiving and receipting cash receipts.

Skill in training and providing work direction to others.

Skill in establishing and meeting schedules and time lines.

Skill in interpreting, applying and explaining codes, rules, regulations, policies and procedures.

Skill in delegation and supervision of the work of others.

Skill in developing and maintaining computer-based software (i.e. spreadsheets, databases, etc).

Ability to creatively problem solve.

Ability to perform duties with a solution-oriented mindset.

PHYSICAL REQUIREMENTS: Sedentary most of the time. Exerting up to 25 lbs. occasionally or negligible weights frequently.  May involve work that requires the ability to traverse uneven ground and climb ladders.

MINIMUM REQUIREMENTS: The equivalent of an Arizona Driver’s license and four (4) years of increasingly responsible customer service experience, preferably involving public services such as utilities and one (1) year of supervisory or lead responsibility is required. Equivalent to an Associate's degree from an accredited college or university with coursework in accounting, business or related field is highly desired.

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With an elevation of 3,300 feet, Cottonwood is a small but growing community situated in the heart of the Verde Valley, which is located 90 miles north of Phoenix and 50 miles south of Flagstaff, at the base of Mingus Mountain. We have convenient shopping, hotels, restaurants, and a picturesque Historic Old Town, bustling with activity. Visit the local vineyards and tasting rooms, ancient Indian ruins, historic parks, landmarks, and ghost towns. Explore the hiking trails, golf at our scenic courses, or kayak down the beautiful Verde River. Enjoy the perfect balance of job satisfaction and phenomenal quality of life the area has to offer!