Lead Utility CIS Representative

Gfoat; Garland (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Gfoat is looking for a leader to manage day-to-day tasks of Utility CIS Representatives and Collections staff in Garland, Texas. This role encompasses ensuring efficient debt collection practices and exceptional service delivery to customers.

The ideal candidate will have a high school diploma, 4 years of relevant experience, and strong skills in customer service, utility operations, and collection procedures. Join us to drive performance and improve service quality.

Qualifications

• High School Diploma or GED is mandatory.
• 4 years of related experience is required.
• Ability to effectively communicate with customers.

Responsibilities

• Lead Utility CIS Representatives and Collections staff.
• Ensure customer account records are accurate.
• Resolve escalated customer issues and complaints.

Skills

Customer service practices

Utility operations knowledge

Collection practices knowledge

Computer operations (Excel, Word)

CIS software expertise

Complex issue resolution

Effective communication

Education

High School Diploma or GED

4-6 years experience in utility collections or customer service

Tools

Microsoft Excel

Microsoft Word

CIS software

Job description

Summary

Responsible leading day-to-day tasks of Utility CIS Representatives and Collections staff to ensure appropriate management of customer commercial account information and collection practices to deliver effective service to customers while securing efficient debt collection practices.

Salary

depending on qualifications and experience

Essential Duties and Responsibilities

• Provide leadership to Utility CIS Representatives in the commercial accounts and collections divisions.
• Monitor and review procedures to ensure best practice methods are being utilized to provide superior customer service and expedite timely resolutions.
• Resolve escalated customer issues.
• Monitor customer account records and service orders created by staff to ensure accuracy.
• Maintain weekly attendance reports and timesheets for all department staff.
• May explain and calculate residential and commercial rates.
• May dispatch utility connect/re-connect information to field personnel.
• May mail out meter test results to customers who request a test of their electric and water meters.
• May prepare the Cut Off list for field personnel.
• May assume division responsibilities in the absence of the supervisor.

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (GED)
• 4 years related experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience:

• Six months of advanced study
• 4-6 years experience in utility collections, customer service or related field

Knowledge, Skills & Abilities

• Sufficient knowledge in general customer service practices and procedures
• Sufficient knowledge of utility operations and rate structures
• Sufficient knowledge of common collection practices
• Skill in general computer operations (Microsoft Excel and Word)
• Skill in using CIS software
• Ability to resolve complex customer issues
• Ability to effectively communicate with both internal and external customers

Licenses and Certifications

• No Licenses/ Certifications required

Physical Requirements / Work Environment

The incumbent works in an office environment with occasional noise and other environmental conditions or hazards.