Lisa Nunley

Customer Service Supervisor

City of St. Louis Water Division

09.2018 - Current

Under my direct supervision I supervise 3 customer service representatives for meter billing and 1 clerk typist II and help to supervise the 8 other customer service representatives and make sure they are on task with keeping the phones staffed and their off cycle and cancel/re bill billing on time as well
In my supervision duties I provide clarification, direction and training on meter billing issues
I have knowledge of different types of water meters and how to read the registers correctly to prevent errors in billing.
In my supervision I also assist the other customer service representatives in the office by answering various questions they have regarding flat rate billing issues as well as metered account billing issues
I work closely with Water Meter Worker Supervisors to keep them informed of incorrect reads, reading of wrong meters or addresses are turned in by Water Meter workers
I make Water Meter Worker Supervisors aware of patterns of no access, unable to read and blocked meters comments on work orders made by Water Meter Workers
Work closely with Midwest Meter & MB Construction with our meter replacement program installing new meters and cellular orions for the Beacon reading system.
I am proficient in the Beacon reading system, Naviline billing system, Routesmart system, Excel and Word.
I am in constant contact with the crew for MB Construction and answer questions for them both during and after work hours.
I verify work billed by Midwest Meter and approve invoices to submit to the finance division for payment.
Work with Meter & Tap to order correct meter sizes for the cellular orion installation program
Monitor meters with cellular orions in the Beacon reading system for issues such as backflow, leak, tampers and notify Meter & Tap or Midwest Meter to have the issue resolved.
Notify customers of potential leaks by monitoring the Beacon meter reading system.
Provide customer support for businesses and residents who have cellular onion's mounted on their meters.
I improve customers satisfaction by addressing and resolving escalated issues promptly and professionally.
Provide documentation to support disciplinary and corrective action when it is warranted
Sign performance plans and appraisals
I help interview potential customer service representatives when a position is open
I plan, organize and direct the employees that policies and procedures are followed to ensure accurate and timely billing
I am responsible to help with training new customer service representatives for meter and flat rate billing
Explain work policies, procedures and guidelines to them
Oversee the adjustment process and approve account adjustments made by billers
Update customer accounts with correct meter/reader entries along with updating reading equipment used in billing system
Determine leak adjustment eligibility, calculate leak adjustment and apply to account
Maintain working relationship with Metropolitan Sewer District by updating them of any adjustments or delays with accounts
Maintain working relationship with Anheuser-Busch InBev making sure monthly meter readings are done and emailed over to the correct contact people at the end of the month
Making sure that any re-reads that are requested by AB are done promptly and the results are sent over
Maintain working relationship with ICL making sure that monthly meter readings are done and sent to them in a timely fashion
Perform a monthly audit on accounts by cycle to verify the reads that are being billed are correct or if the customer is being over or under billed
Work with different sections of the water department to identify and relay issues with meters and which issues need to take priority over others
Keep Water Meter Worker Supervisors informed on the billing progress and inform them of what reads need to be prioritized
Enter new meters that have been received into inventory in the system for tracking purposes
Resolve billing complaints for customers for both meter and flat rate accounts
Mark and close accounts that bankruptcy has been filed against
Calculate what was owed at the time of the filing and adjust the account accordingly
Open successor account to bill customer for post bankruptcy water usage
Process payments for bankruptcy accounts
Notify our collection agency of any payments, adjustments or changes to accounts in collection
Determine if adjustment should be made for vacancy on flat rate accounts by reviewing statements from the utility companies and adjusting accounts as needed
Determine and process refund adjustments
Determine if customers can switch from a meter to a flat rate account once a fixture count inspection has been done
Send customer the appropriate approval or denial letter
Monitor email accounts and respond with appropriate action
Determine and make needed adjustments for Refuse as appropriate

Customer Service Representative

City Of St. Louis Water Division

03.2011 - 09.2018

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the Water Division alike.
Responded to customer questions regarding their water bills.
Accepted in person payments for the water bills at the payment window.
Use the Naviline system to log water turn ons and water turn off's into the system.
Credit customer accounts for refuse division adjustments for trash charges.
I was the primary radio dispatcher for the customer service section. I dispatched property addresses to be turned on or off to field personnel.
I logged the property addresses that the field personnel turned on and off and then entered that information into the Naviline system.
Entered work orders into Cityworks when needed.

Clerk Typist II

City of St. Louis Building Division

06.2008 - 03.2011

Increased operational efficiency through proficient use of office equipment such as printers, copiers, scanners, and computers.
Eased workload for managers by taking on delegated tasks efficiently without compromising quality or attention to detail.
Delivered exceptional customer service when interacting with clients, addressing their needs promptly, and professionally.
Optimized time management by effectively multitasking across various responsibilities.
Worked with citizens both in person and over the phone to apply for a Certificate of Inspection for their properties.
I was responsible for entering violations and sending out violation letters to citizens for approximately twenty building inspectors after Housing Conservation inspections were completed by the assigned Building Inspector for the area.

Summary

Overview

Work History

Customer Service Supervisor

Customer Service Representative

Clerk Typist II

Education

High School Diploma -

Skills

Timeline

Customer Service Supervisor

Customer Service Representative

Clerk Typist II

High School Diploma -

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