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"C*Elk River Customer Service Manager <br /> Municipal Utilities Position Description <br /> Department: Immediate Supervisor: <br /> Office Finance and Office Manager <br /> Pay Group: Management I FLSA Status: Last Updated: <br /> Pay Grade: 5 Exempt I 4/8/2014 <br /> Positions Supervised: <br /> Customer Service Representatives <br /> Position Summary <br /> Supervise Customer Service Representatives and oversee customer services processes. Manage <br /> the billing and accounts of utility services (electric, water, wastewater, garbage, security) for all <br /> commercial and residential customers. <br /> Essential Functions <br /> I. Supervise Customer Service Representatives and oversee customer services processes. <br /> A. Oversee office customer service processes. <br /> B. Coach to provide exceptional customer service. <br /> C. Coordinate work direction for Billing Specialist with Finance and Office <br /> Manager. <br /> D. Responsible to communicate relevant information between Finance and Office <br /> Manager and Customer Service Representatives. <br /> E. Responsible for assisting and training Customer Service Representatives. <br /> 2. Manage the billing of utility services. <br /> A. Initiate, calculate, and review billing statements for utility services for all <br /> customers. <br /> B. Oversee printing, stuffing, and mailing of billing statements and special mailings. <br /> C. Oversee payment processing. <br /> D. Oversee collection and processing of NSF payments. <br /> E. Process tax exempt requests. <br /> F. Coordinate with City on billing services on their behalf. <br /> G. Oversee meter reading and meter reading issue investigation. <br /> I-I. Perform account adjustments. <br /> 3. Manage the accounts for utility services. <br /> A. Customer account activation. <br /> B. Maintain rates in billing system. <br /> C. Archive billing data and account maintenance. <br /> Page 1 <br /> 136 <br />