Utility Customer Service Team Lead

Gfoat; College Station (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

City of College Station is seeking a Customer Service Coordinator to oversee day-to-day utility customer service operations, including billing, collections, and meter services for electric, water, sewer, and other city services.

This lead role supervises level I-III staff, handles escalations, provides coaching, and ensures accurate billing while promoting a high-performance, customer-focused culture.

Qualifications

• Associate degree and 5 years' related experience.
• Knowledge of billing, customer service practices.
• Experience with computerized financial software.
• Strong leadership and supervision skills.
• Excellent listening, verbal and written communication.
• Ability to manage records with attention to detail.
• Ability to guide staff and improve service levels.

Responsibilities

• Oversee daily customer service activities for utility customers.
• Provide leadership to maintain a high-performance service environment.
• Coach and evaluate staff; oversee training and development.
• Respond to escalated issues and resolve complex cases.
• Prepare and process delinquent accounts and coordinate with agencies.
• Manage billing and collection related to utilities.

Skills

Customer service leadership

Communication skills

Supervisory experience

Problem solving

Attention to detail

Multitasking

Empathy in customer relations

Education

Associate degree in accounting, finance, business management, marketing or related field

Bachelor's degree in accounting, business management, marketing or related field

Job description

City of College Station is seeking a Customer Service Coordinator to oversee day-to-day utility customer service operations, including billing, collections, and meter services for electric, water, sewer, and other city services.

This lead role supervises level I-III staff, handles escalations, provides coaching, and ensures accurate billing while promoting a high-performance, customer-focused culture.