NEOGOV · 2 days ago
Customer Service Supervisor - Utility Billing & Permitting
Fairview, TX 75069
Full-time
Onsite
Mid, Senior Level
$59K/yr - $70K/yr
3+ years expNEOGOV is a company that focuses on providing innovative solutions for public sector organizations. The Customer Service Supervisor will oversee the daily activities of Customer Service Representatives, ensuring high standards of service and performance while managing customer inquiries related to utility billing and permitting.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Coordinates and monitors daily activities of Customer Service Representatives - reviews and assigns work to ensure daily work functions are completed
Perform supervisory and managerial duties by planning, organizing and monitoring staff assignments, reviewing work completed by staff, training and evaluating staff, assisting staff in resolving technical challenges and issues, developing staff performance evaluations, and managing disciplinary actions
Maintains and updates Utility Billing and Permitting departmental records and files
Balances and updates payment postings with General Ledger
Oversees deposits and records cash receipts - ensures all deposits within the Town are prepared for bank posting
Processes bank notifications on returned checks
Oversees departmental projects, conducts surveys, monitors the budget, sets department goals, and supervises day-to-day operations
Submits new procedures that enhance the efficiency and productivity of Utility Billing and Permitting functions
Receives and processes commercial and residential deposits for all Town related permits, utility service, water payments, impact fees, and other miscellaneous fees and charges as needed
Reviews and sends second notices to customers, cut-offs for non-payment, submit penalty adjustments for approval to Chief Financial Officer
Generates End of Month reports, annual reports for Public Works submission to TCEQ, NTMWD and other annual financial reports as needed
Manages the meter reading process which includes preparing, importing, reviewing and auditing meter readings. Proofs meter readings for accuracy and updates billings
Oversees the leak adjustment process and investigates appeals
Processes required documents to issue permits that have been approved
Reviews, accepts, and processes permit applications and documents, assesses permitting fees, provides receipts for fees paid, provides change, reconciles and closes out cash drawer daily
Assists applicants with forms and technical questions related to utility billing and building permit processes
Interacts with the public and staff daily. Responds to questions, researches and resolves problems, addresses complaints, grievances, and emergencies that arise in the department
Provides technical assistance and training to staff in the use of computer software and databases
Maintains absolute confidentiality of work-related issues and Town of Fairview information
Performs other related duties as assigned
Qualification
Required
High School Diploma or GED equivalent
Minimum of 3 years' customer service experience, preferably in a government setting
Minimum of 2 years' supervisory or lead experience, including training or mentoring staff
Town organization, operations, policies and procedures
Comprehensive understanding of best practices in customer service, including handling complaints, conflict resolution, and de-escalation techniques
Federal and State regulations governing public utility billing and collection
Building permits, inspections, fee assessments and processing permit applications in compliance with local regulations
General accounting principles including payment reconciliation, bank deposits, and cash management procedures
Best practices in team leadership, staff development and performance management
Digital and physical file organization, recordkeeping protocols, and data privacy/confidentiality requirements
General office practices and equipment
Computer operations including Microsoft Word and Excel, data entry and ability to prepare graphs, charts and spreadsheets for reports
Supervising, training and motivating staff to meet Town and departmental goals and standards
Analyzing and decision-making to resolve complex customer issues and improve operational workflows
Managing multiple tasks and priorities efficiently while ensuring accuracy and compliance
Handling sensitive and confidential information with integrity and discretion
Basic accounting in performing computations such as addition, subtraction, multiplication, and division correctly; and ability to balance cash drawer, prepare bank deposits and responsibility for the security of Town funds and the processing and coordination of permitting, utility billing, payments and work orders
Assuring compliance with regulations governing public utility operations
Displaying understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others; interacting with people of different social, economic, and ethnic backgrounds
Effective verbal and written communication skills with clients and customers to satisfy their expectations; establishing and maintaining effective working relationships with co-workers, customers, and the public
Possession of a valid Texas Department of Public Safety Driver's License may be required
Preferred
Preferred experience includes utility billing processes, building permitting processes or systems, and cash handling and reconciliation
An equivalent combination of training, experience and education may be considered
Benefits
Employer-paid health, dental, and vision
LTD and life insurance
Employee TMRS contribution of 7% with a 2:1 employer match
TMRS COLA at 50%
Paid time off and holidays
The Town also participates in Social Security
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase