Lead Resolution Specialist - Utility Business Cost

Overview

The Lead Resolution Specialist provides daily direction and communication to employees, so customer service inquiries are answered in a timely, efficient, and knowledgeable manner. They are responsible for suggesting methods to improve area operations, ensure staff appropriate training and other resources to perform their jobs, and maintain a high-quality work environment so team members are motivated to perform at their highest level.

Responsibilities

• Responsible for researching non-routine and complex customer claims of billing disputes

• Maintains above average knowledge of the City's complex billing system and rate structure to recognize problems on utility accounts that would contribute to billing or other account inaccuracies or abnormalities

• Be familiar with all billed City Services and keeps abreast of changes to the Utility Rate structure, City's Code of Ordinances and policies/procedures that affect customer bills

• Assists customers in understanding the complex billing system

• Troubleshoots with other City Departments to resolve customer issues related to billing

• Issues work orders to correct any errors or malfunctions with the City's utility metering equipment

• Prepares refund request forms for Supervisor review/approval

• Upon approval, releases refunds in the billing system and mails approved checks to customers

• Detailed audit trail is kept for all released refunds

• Processes one-off charge adjustments submitted up to $50

• Runs scheduled ad-hoc reports for Resolution Staff

• Provides customer follow up by calculating and preparing requests for bill adjustments, refund requests, or bill corrections as needed

• Research bankruptcy claims, flag accounts, and prepare proof of claims for Supervisor review/approval

• Must possess above average knowledge of up to 16 software programs, used to verify and corroborate information provided by customers such as personal identification, leases, settlement statements, deeds and payment issues, etc. to prevent fraudulent account activity

• Works closely with property owners, property managers, title companies, and tenants and will use their discretion, based on information provided, to determine if accounts can be established

• Must protect the identity of the customer and must process the verification of everyone to stay in compliance with the Red Flag policy

• Must work alongside internal departments to ensure work orders are verified and completed in a timely manner

• Responsible for making suitable payment arrangements or extensions for customers to avoid disconnection of services and subsequent collection activity

• Follows established office policies and procedures set forth by management

• Responsible for collecting and minimizing financial losses by enforcing collection policies and procedures for customer accounts disconnected for nonpayment

• Contribute to minimizing annual losses

• Reconcile monthly collection agency invoice and prepare for posting of payment by Central Cashiering

• Add detailed account logs to customer accounts regarding collection payments received

• Communicate with third party collection agency on updating of credit reporting agencies files for accounts paid in full or disputed

• Responsible for the monitoring of delinquent payment arrangements and takes necessary collection action if agreements are not kept up to date

• Responsible for the monitoring of delinquent utility accounts and submitting of work orders for disconnection of services

• Responsible for reporting unauthorized usage of utility services

• Must coordinate with Utility Code Enforcers and Utility Code assistants to schedule disconnection of services

• Will act as a dispatcher for the Utility Code Enforcers when out in the field

• Confirms court ordered payment plans with Municipal Court Prosecutor

• Reconciles daily write-off payments received and maintains detailed spreadsheets for Utilities Accountant

• Responsible for handling delinquent commercial utility accounts and doing outbound outreach to communicate past due accounts to commercial/large volume customers

• Confirms payments or arrangements made with collection agency to ensure proper collection

• Screens customer for eligibility for low-income assistance programs available and makes appropriate referrals

• Works closely with various local agencies, receives and notates commitment memos to customer accounts, sent in from agencies and codes accounts to prevent disconnection of services pending payment assistance

• Counsels customer on water and gas conservation to help improve awareness of usage

• Review accounts for eligibility enrollment in the Operation heath help Program

• Review for Low Income Street Maintenance Fee

• Provides account information to non-profit entities for payment assistance

• Provide a higher level of customer service to act as a final resolution for referrals from other City Departments such as but not limited to 311 Center, Development Services, Central Cashiers, Solid Waste, SMF, City Manager, Mayor's Office, PIO, Gas, and Water Department

• Must be able to communicate effectively, verbally, and in writing, with the public

• Must have a thorough understanding of all City Services in order to resolve all issues referred to the Utility Resolution Department, includes SOP's and ordinances

• Will interact with the public under very stressful situations and maintain composure and resolve issues by deadlines

• Must be able to deal with aggressive and irate customer whom have escalated and the potential for physical violence exists

• Must be able to possess a sense of calmness in an environment with a very high stress level

• Research and listen to resolution staff call for training, auditing, and resolution research

• Troubleshoot and test alongside IT Department for billing software issues, billing methodology updates, and rate structure changes; includes Aclara One performance issues, Maximo work orders, and payment concerns

• Performs other related duties and fulfills responsibilities as required.

Position Type and Typical Hours of Work

• Non-Exempt - Full-Time• Flexibility to work evenings, weekends, and holidays is a schedule requirement

• In the event of an emergency, employees are required to work to provide for the safety and well-being of the public, including the delivery and restoration of vital services.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.

Minimum Qualifications

• Associate's Degree or 2-year technical certificate

• Four (4) years of experience

Licenses and Certifications

Required

• A valid driver's license is required; successful out-of-state candidates must be able to obtain a valid Texas driver's license within 90 days of hire

Employment Testing

Employment is contingent on passing any post-offer pre-employment screening as listed below:

• Criminal Background Check: Yes

• Motor Vehicle Record Check: Yes

• Drug Screening: Yes

• Physical Exam: Yes

Basis of Rating

A recruitment consultant will evaluate all applications against the posted qualifications. The city may also conduct additional skill assessment tests, in addition to the panel interview.

Supplemental Information

• Any position that lists a minimum qualification for education level and/or license/certification will require the applicant to provide proof of documentation if selected for hire into the position with the City of Corpus Christi.

The City of Corpus is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.

Closing Date/Time: February 12, 2026

• 

• City of Corpus Christi

• 3618263332

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