Senior Customer Service & Billing Lead

City of Burbank; Burbank (CA); On-site; USD 58,000 - 74,000; Full time

Job summary

City of Burbank, for Burbank Water and Power, seeks a lead Customer Service Representative to supervise a team and manage complex customer interactions across billing, e-mail, fax, and phone channels. The role includes handling cash, deposits, and payments, while coordinating with other departments to deliver utility services.

Candidates should have strong knowledge of billing, collections, and customer service fundamentals, plus the ability to interpret regulations and maintain confidentiality

Qualifications

• Knowledge of cash accounting procedures.
• Principles of billing, credit, and collection.
• Basic principles of customer service and utility services.
• Basic research methods and analytical techniques.
• Basic arithmetic; methods of receiving and accounting for payments.
• Good customer relations practices; proper English usage.
• Ability to plan and organize; accuracy in handling cash.
• Understand, interpret and explain procedures; read and record figures.

Responsibilities

• Lead and train others; supervise as needed.
• Handle cash, balance drawer, and deposit slips.
• Resolve complex customer inquiries and service issues.
• Explain billing rates and procedures; interpret regulations.
• Coordinate with departments for service delivery.
• Review and edit outgoing materials for clarity and accuracy.
• Maintain confidentiality and accurate records.
• Maintain relationships with customers and respond to concerns.

Skills

cash accounting procedures

billing and collection

customer service basics

arithmetic

payment processing

customer relations

data analysis

confidentiality

Education

High school diploma

Job description

City of Burbank, for Burbank Water and Power, seeks a lead Customer Service Representative to supervise a team and manage complex customer interactions across billing, e-mail, fax, and phone channels. The role includes handling cash, deposits, and payments, while coordinating with other departments to deliver utility services.

Candidates should have strong knowledge of billing, collections, and customer service fundamentals, plus the ability to interpret regulations and maintain confidentiality