Lead Customer Service Rep – Billing & Payments

City of Burbank; Burbank (AL); On-site; USD 65,000 - 90,000; Full time

Job summary

City of Burbank's Burbank Water & Power division seeks a Lead Customer Service Representative III to manage a team in the Customer Service & Marketing Division, handling complex inquiries and ensuring service quality.

The role involves billing, call center, cashiering, credit and collections, and coordinating with other departments. Strong cash handling, analytical skills, and training abilities are required. This civil service position is Open Competitive within the City of Burbank.

Qualifications

• High school graduation or equivalent with 3 years of customer contact experience.
• 1 year in operational technology, a call center, cashiering, or financial clerical work.

Responsibilities

• Lead and train others in a busy customer service environment.
• Resolve escalated customer inquiries and account issues.
• Handle billing adjustments and apply payments.
• Coordinate with other departments to deliver services.
• Maintain accurate cash handling and records.

Skills

Planning & organizing

Cash handling integrity

Conflict resolution

Customer empathy

Multi-tasking

Computer skills

Education

High school diploma or equivalent

Job description

City of Burbank's Burbank Water & Power division seeks a Lead Customer Service Representative III to manage a team in the Customer Service & Marketing Division, handling complex inquiries and ensuring service quality.

The role involves billing, call center, cashiering, credit and collections, and coordinating with other departments. Strong cash handling, analytical skills, and training abilities are required. This civil service position is Open Competitive within the City of Burbank.