Customer Service Lead - Utilities Billing & Operations

City of Victorville; Victorville (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

City of Victorville seeks a Customer Service Lead Representative to supervise daily customer service staff, manage customer accounts, and ensure accurate billing operations in a municipal setting.

Under the Finance Supervisor for Customer Service, the role requires overseeing training, handling cash procedures, addressing complaints, and coordinating scheduling and reporting to support water and utility services.

Qualifications

• High school diploma or GED supplemented by 30 college semester units in a related field and 3 years of utility billing experience, including customer service, with one year of supervisory capacity.
• An additional year of required utility billing experience may substitute for the 30 college units.
• Knowledge of city policies, accounting, billing, and customer service practices.

Responsibilities

• Leads, trains, oversees daily performance of customer service staff and assists with evaluations.
• Maintains access to the cash vault per security procedures and internal controls.
• Processes and manages change orders through the bank, ensuring cash availability for daily ops.
• Addresses and resolves customer complaints professionally.
• Researches accounts for accuracy and prepares reports; verifies meter status and property ownership.

Skills

Employee supervision

Customer service

Communication

Problem solving

Data entry

Mathematical calculations

Time management

Team leadership

Diplomacy

Education

High school diploma or GED

30 college units related field

3 years utility billing experience

Tools

Billing software

Microsoft Excel

Database software

Accounting software

Job description

City of Victorville seeks a Customer Service Lead Representative to supervise daily customer service staff, manage customer accounts, and ensure accurate billing operations in a municipal setting.

Under the Finance Supervisor for Customer Service, the role requires overseeing training, handling cash procedures, addressing complaints, and coordinating scheduling and reporting to support water and utility services.