Business & Customer Service Assistant Manager

Requirements

MOS Code: 36A (Army); 65F1 (Air Force); 3404 (Marine Corps)

Education and Experience : Bachelor's degree or higher in business or public administration, accounting or related field, plus four (4) years customer relations, or complaint investigation and resolution experience, including one (1) year in a supervisory capacity.

Licenses and Certificates : None.

General Purpose

Under direction, plan, implement, direct and supervise customer service activities.

Typical Duties

Provide customer service to customers. Involves: Respond to or resolve complex billing discrepancy, processing practices, service quality complaints or other specified issues that arise with customers, residents, businesses, and other organizations based on research and analysis of account histories, regulations, policies and procedures, or investigation of situations. Review customer service efficiency and effectiveness to devise improved methods. Coordinate and manage new services to customers. Prepare responses to customers.

Manage, update and supervise billing functions. Involves: Configure and maintain billing tables, and credit and debit transaction codes. Operate billing computer systems and address operational and systematic problems. Create billing formats and enter pertinent data such as account codes. Review and approve accounting and billing transactions and activities such as meter reading, cashiering and inspection. Audit accounts to verify proper billing. Make billing adjustments, prepare refunds and update accounts. Develop collection procedures in accordance with rules and regulations. Monitor collections, send delinquent notices and collect money from individuals with delinquent accounts.

Prepare, edit and generate recurring and special daily, monthly and fiscal year status and update reports. Involves: Gather, compile, break down and summarize collection, billing, metering, account balance, production, cash accounts receivable, sales, usage and other historical information as required. Review data and correct payment discrepancies. Post all adjustments and prepare payment updates. Prepare, formulate and develop complex spreadsheets, flow charts and graphs. Maintain filing system and records management. Respond to Mayor, City Council, City Administration, Public Service Board (PSB) and other governmental agencies concerning PSB rules and regulations, billing practices and procedures. Prepare and present changes to PSB rules and regulations and rate structures at public meetings as required. Plan and conduct studies of related work problems and procedures, communications and information flow.

Manage accounting functions. Involves: Approve debit and credit journal entry adjustments involving large dollar amounts for single, multi-family, business, industrial and governmental customers. Update pending cash transactions, adjustments and billing totals, and balance daily accounts receivables. Enter, retrieve and review specific accounting data and requisitions from centralized financial management system. Review and approve monthly customer service operational expenditures, and assist with annual budget preparation and control. Maintain filing system logs. Prepare and keep intradepartmental reports and records.

Supervise assigned staff. Involves: Schedule, assign, instruct, guide and check work. Appraise employee performance. Provide for training and development; enforce personnel rules and regulations, and work behavior standards firmly and impartially. Counsel, motivate and maintain harmony. Interview applicants. Recommend hiring, termination, transfers, discipline, merit pay or other employee status changes.

General Information

Fore complete job specifications, click here

Note: This recruitment is limited to current City Of El Paso employees.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

Important Note: The r equired Supplemental Questions and answers are considered an examination component and will generate a score.

Applicants are being tested on a conditional basis pending review of minimum qualifications. Applications will be reviewed for applicants who pass the Supplemental Questions examination.

Per CSC Rules & Regulations, after review of the minimum qualifications for applicants that pass the Supplemental Questions examination, a passing score, combined with applicable seniority points and veteran points, will be used to create a list of candidates.

Note: This is a new advertisement for Business & Customer Service Assistant Manager. You must apply if you are still interested in this position.

Note: Please note: Applicants with a foreign degree must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.
A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, required education, experience, knowledge and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

BENEFITS

LIFE AND HEALTH INSURANCE

The City of El Paso is a self-insured entity with a third-party administrator for Medical and Pharmacy benefits. Basic Life Insurance Coverage is available at no cost to eligible employees. Additional Life Insurance and coverage for your dependents are also available.

Employees can select optional Dental, Vision, and Short Term Disability coverage. Employees also have the option to participate in a Health Savings Account or Flexible Spending Account (healthcare and/or dependent care for daycare expenses). All of these insurance and coverage options can be configured within a month of your new employee orientation date.

An Employee Assistance Program (EAP) with access to mental health sessions, therapy, and more is available at no cost. A trained counselors are also available to help you and your dependents cope with life’s stressors so that you can live a happy productive lifestyle.

The City’s Wellness Program seeks to promote better health and wellness amongst the workforce through various programs and incentives in which employees may choose to participate in, to include wellness education, fitness tests, biometric screenings, group fitness, health coaching and so much more!

Keep Learning, Growing & Reinventing Yourself! The City of El Paso's Tuition Assistance Program encourages employee personal and professional development by sharing educational costs with those employees who have successfully completed their original probation, and in turn retain a skillful workforce. Each year, employees can obtain Tuition Assistance for Degree, Certifications, Continuing Education, and Books & Equipment.

ELIGIBILITY FOR VACATION LEAVE

All regular employees who are regularly scheduled to work on an average, a minimum of twenty (20) hours per week, who have held a position in the City Service for a period of six months from date of employment, shall be eligible for vacation allowance as hereinafter set forth. Part-time employees shall accrue vacation leave at a pro-rated amount of full-time entitlement based on the number of hours that they are scheduled to work. Employees covered by collective bargaining agreements shall accrue vacation as provided in the applicable agreement.

Regular employees in the City Service shall accrue vacation credit at the following rates per pay period, calculated from the date of employment of each employee:

For 0 - 5 years of service (12 days):
40 hour per week employees - 3.70 hours per biweekly pay period

For >5 to 15 years of service (17 days):
40 hour per week employees - 5.24 hours per biweekly pay period

For >15 or more years of service (20 days):
40 hour per week employees - 6.16 hours per biweekly pay period

SICK LEAVE WITH PAY

Employees shall be entitled to accrue sick leave with pay in accordance with the Rules of the Civil Service Commission.

ACCIDENT WITH PAY LEAVE

The Amended Section 4.4 of the Ordinance shall become effective upon adoption and shall apply to occupational injuries and occupational diseases occurring on and after date of adoption. Occupational injuries and occupational diseases occurring before such date will be governed by the Ordinance in effect at the time of the date of injury or disease.

PREGNANCY LEAVE

A) Pregnancy shall be treated the same as any other temporary physical disability.

B) An employee on pregnancy leave shall use accumulated and unused regular sick leave time and then (unless granted use of special sick leave) shall be on leave without pay, unless the employee chooses to use any accumulated and unused annual leave.

C) An employee going on pregnancy leave shall give written notice to her department head with appropriate medical verification. Before returning to work from pregnancy leave, the individual will provide appropriate medical documentation releasing the employee to return to work, as is required for any individual who has been on leave for a temporary physical disability.

LEGAL HOLIDAYS

The following days are hereby declared legal holidays for all the City departments, provided that the provisions of this section shall not apply to members of the Fire Department whose duties are to prevent or extinguish fires, or to members of the Police Department whose duties are those of law enforcement: (Amended 10/03/95)

1. First day of January (New Year's Day)

2. Third Monday in January (Martin Luther King Holiday)

3. Thirty-first day in March (Cesar Chavez Day)

4. Last Monday in May (Memorial Day)

5. June 19 (Juneteenth)

6. Fourth day of July (Independence Day)

7. First Monday in September (Labor Day)

8. Eleventh Day in November (Veteran's Day)

9. Fourth Thursday in November (Thanksgiving Day)

10. The Friday following the fourth Thursday in November (Day after Thanksgiving)

11. Twenty-fifth Day in December (Christmas Day)

12. Employee's Birthday

In addition to the above days, the following days are also declared to be legal holidays: 1. Any day designated as a holiday by City Council. 2. When any legal holiday falls on a Saturday, the preceding Friday shall be considered a legal holiday. 3. When any legal holiday falls on a Sunday, the following business day shall be considered a legal holiday.

Closing Date/Time: 12/24/2024 11:59 PM Mountain

• 

• City of El Paso

• 915-212-1244

Show more