Customer Relations and Billing Supervisor

Salary: $44,648.45 - $66,079.70 annually. Location: Various locations within the City of El Paso, TX.

About the role

Under general supervision, implement, direct, and supervise customer relations and service activities including automated billing for El Paso Water Utilities.

Responsibilities

• Provide and supervise customer service communications and account activity, including call monitoring for quality assurance, feedback, coaching, and training to enhance customer experience and first-call resolutions.
• Respond to and resolve complex customer complaints regarding billing discrepancies, processing practices, and service quality for internal and external customers.
• Explain the billing process to customers and employees; investigate and resolve issues between assigned departments and customers.
• Negotiate settlement agreements as authorized; audit complex customer activity, financial records, and databases to determine if adjustments are warranted.
• Service customer accounts (meter reading, billing, delinquent action, water service, permits, licenses, field inspections).
• Coordinate activities and special projects between customer service and other divisions; plan and coordinate daily workflow and work order assignments for service initiation (new, transfer, changes, installment).
• Ensure rules and regulations are followed; verify orders for service are completed accurately and timely, updating customer account history.
• Collect payments for services, fees, utility bills, taxes, permits, or admissions from customers; manage and maintain customer records.
• Assist employees in applying rate structures and computer systems; administer and supervise billing functions, including setting billing schedules, assigning due dates, and mailing statements.
• Operate billing computer systems, address operational and systematic problems, and recommend system enhancements; send delinquent action notices and grant extensions on overdue accounts.
• Recommend service improvements in work areas; assist in evaluating operations, policies, and procedures related to customer service.
• Assist in managing accounting functions: post daily payments and customer account adjustments, reconcile accounts receivable and cash accounts, update daily cash files and billing corrections.
• Record data in general ledgers and generate associated reports; maintain filing system logs, records, and reports.
• Supervise assigned staff: schedule, assign, instruct, guide, and check work; appraise employee performance; provide training and development; enforce personnel rules and work behavior standards.
• Counsel, motivate, and maintain harmony; interview applicants and recommend hiring, termination, transfers, discipline, or other employee status changes.

Requirements

• High School Diploma or GED, or higher.
• Three (3) years of customer service or billing experience, including one (1) year in a supervisory capacity.
• Knowledge of administrative practices and procedures, accounting, billing, and collection techniques.

Positions requiring a CDL or safety-sensitive roles are subject to drug and alcohol testing per federal regulations. Applicants with foreign diplomas, transcripts, or degrees must have documents translated and evaluated by a NACES agency prior to submission.

Benefits

• Insurance: Self-insured medical and pharmacy benefits with a third-party administrator. Basic life insurance at no cost; optional dental, vision, and short-term disability coverage. Health Savings Account (HSA) or Flexible Spending Account (FSA) options for healthcare and dependent care expenses.
• Employee Assistance Program (EAP): Free access to mental health sessions, therapy, and trained counselors for life stressors.
• Wellness Program: Includes wellness education, fitness tests, biometric screenings, group fitness, health coaching, and incentives.
• Tuition Assistance: Covers degree programs, certifications, continuing education, and books/equipment for employees who have completed probation.
• Vacation Leave:
  • 0–5 years of service: 12 days annually (3.70 hours per biweekly pay period).
  • 5–15 years of service: 17 days annually (5.24 hours per biweekly pay period).
  • 15+ years of service: 20 days annually (6.16 hours per biweekly pay period).
• Sick Leave: Accrued per Civil Service Commission rules.
• Accident Leave: Coverage for occupational injuries/diseases.
• Pregnancy Leave: Treated as a temporary physical disability; uses accumulated sick leave or unpaid leave.
• Legal Holidays: 12 paid holidays, including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, and others. Additional holidays may be designated by City Council.