Customer Service Supervisor

League City; League City (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading municipal organization is seeking a Utility Billing Customer Service Supervisor to manage the billing team in League City. The candidate will oversee operations for utility billing, supervising staff while ensuring compliance with financial controls and enhancing customer satisfaction. A strong background in customer service, financial processes, and team leadership is essential.

Qualifications

• Four (4) years of experience in cashiering, utility billing, finance, or customer service.
• At least one (1) year of supervisory or lead experience is preferred.
• Bilingual proficiency (e.g., English/Spanish) is a plus.

Responsibilities

• Supervise and mentor customer service representatives.
• Oversee processing of all payment channels and reconciliation.
• Provide expert resolution for escalated billing issues.

Skills

Customer service

Team supervision

Problem solving

Billing software proficiency

Financial compliance knowledge

Education

High school diploma or GED

Associate degree or higher in business or communications

Tools

Billing software

Microsoft Office

Job description

The Utility Billing Customer Service Supervisor is responsible for leading and managing the daily operations of the utility billing customer service team, ensuring prompt, courteous, and accurate service for utility customers regarding billing inquiries, account discrepancies, payments, and service requests. This position also supervises cashiering operations, overseeing the processing and reconciliation of all incoming payments including cash, check, credit/debit, ACH, and bank transactions. The role ensures compliance with financial controls, provides training and support to staff, and helps identify and implement improvements in efficiency and customer satisfaction. The supervisor coordinates with other divisions such as Billing, Meter Services, and IT to ensure consistent, high-quality service delivery.

• Supervise and mentor customer service representatives who assist residents with account inquiries, payments, and service requests.

• Oversee the processing of all payment channels (in-person, online, mail, bank) to ensure accuracy and timely reconciliation.

• Monitor and reconcile daily cash drawer balances and payment batches.

• Review and resolve payment discrepancies, transaction errors, and posting issues.

• Provide expert resolution for escalated or complex billing, payment, and service issues while maintaining a calm and professional demeanor.

• Ensure all payment handling, recordkeeping, and account updates comply with internal financial controls and audit requirements.

• Utilize billing and payment software modules for service tracking, reporting, and customer account maintenance.

• Coordinate with Meter Technicians to investigate consumption anomalies and facilitate timely resolution of billing or service issues.

• Develop and deliver staff training; monitor performance and provide regular coaching and evaluations.

• Analyze trends in customer inquiries and complaints; prepare reports and recommend improvements in operations or policy.

• Lead efforts to educate the public on utility billing processes, conservation programs, and self-service options.

• Ensure staff schedules align with service demand, maintaining adequate coverage during operational hours.

Non-Essential Job Functions:

• Participate in interdepartmental projects and citywide initiatives.

• Assist with software updates or system enhancements.

• Perform all other duties as assigned in support of department objectives.

• High school diploma or GED.

• Four (4) years of experience in cashiering, utility billing, finance, or customer service.

Preferred Qualifications:

• At least one (1) year of supervisory or lead experience.

• Associate degree or higher in business, communications, or a related field.

• Experience in a municipal or government environment.

• Bilingual proficiency (e.g., English/Spanish).

• Familiarity with utility billing or ERP systems.

• Knowledge of utility billing procedures, customer account management, payment processing methods, and audit compliance practices.

• Knowledge of principles of excellent customer service and effective team supervision.

• Skilled in using billing software, Microsoft Office applications, and modern payment technologies.

• Skilled in operating financial systems, conducting research, resolving operational issues, and handling customer complaints.

• Skilled in preparing accurate reports, maintaining records, and analyzing performance trends.

• Ability to communicate clearly, both verbally and in writing, with staff, customers, and other departments.

• Ability to lead, train, and evaluate team members effectively in a high-volume, fast-paced environment.

• Ability to interpret utility billing policies and procedures and explain complex information in user-friendly language.

• Ability to remain calm and professional when resolving sensitive or escalated customer concerns.

• Ability to organize and prioritize multiple tasks efficiently while meeting deadlines.

• Ability to protect sensitive customer and financial data with sound judgment and discretion.

Essential Physical Demands: Frequent use of a computer and telephone; ability to sit, stand, or walk for extended periods; occasional lifting of materials up to 25 pounds.

Work Environment: Indoor office environment with frequent interactions with staff and the public. May require dealing with dissatisfied customers and resolving emotionally charged situations. Requires the use of computers, financial software, phones, and other standard office equipment.