CUSTOMER
SERVICE SUPERVISOR
DEFINITION
To plan, organize and
supervise utility billing and collection
within the Finance
Department; and to perform a variety of technical tasks relative to assigned
area of responsibility.
SUPERVISION RECEIVED AND EXERCISED
Receives direction
from assigned department or division head.
Exercises direct
supervision over assigned staff.
EXAMPLES OF DUTIES - Duties may include, but are not limited to,
the following:
Plan, prioritize,
assign, supervise and review the work of staff involved in utility billing and
collection and issue of privilege permits.
Conduct employee
performance evaluation process for assigned employees and maintain supporting
documentation.
Recommend and assist
in the implementation of department/division goals and objectives; establish
schedules and methods for utility billing and collection; and implement
policies and procedures.
Evaluate operations
and activities relative to assigned area of responsibility; recommend
improvements and modifications; and prepare various reports on operations and
activities.
Organize and
facilitate Involvement and Response Team meeting for assigned employees and
submit transmittals as required.
Maintain equipment
and supply inventories using departmental purchasing procedures.
Supervision of water
utility collections.
Collection of
revenues billed from other City departments.
Supervision of
customer service function.
Perform cashier and
customer service duties.
Supervision of
incoming and outgoing mail and metering equipment.
Supervise all billing
to ensure timeliness.
Customer Service Supervisor (continued)
Distribution and
accounting of petty cash.
Collection, balancing
and reporting of transit revenues.
Responsible for
vault, safe and night deposit box.
Participate in budget
preparation and administration as required by department or division head; and
prepare cost estimates and justifications for recommendations.
Participate in
selection of staff as required by department or division head; provide staff
training; work with employees to correct deficiencies; and implement discipline
procedures.
Answer questions and
provide information to the public; and investigate complaints and take
corrective action as directed by department or division head.
Perform related
duties as assigned.
QUALIFICATIONS
Knowledge
of:
Principles, practices and procedures
of revenue collection.
Methods and technical requirements
of utility billing and license issue.
Principles of supervision, training
and performance evaluation.
Laws and/or ordinances related to
assigned area.
Principles and procedures of
financial record keeping, budgeting and reporting.
Basic office procedures; and office
and computer equipment.
Ability
to:
Supervise an effective revenue
collection program.
Communicate effectively in oral and
written form.
Supervise, train and evaluate
assigned staff.
Facilitate Involvement and Response
Team meetings.
CITY OF SALISBURY
Customer Service Supervisor (continued)
Must be able to physically perform the basic life support functions of walking, fingering, grasping, talking, hearing, and repetitive motions.
Must be able to perform sedentary work, which includes exerting up to 10 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects.
Must have the visual acuity to prepare and analyze data
and figures, operate. typewriter or computer terminal, and determine the
accuracy, neatness, and thoroughness of the assigned work assigned
EDUCATION, EXPERIENCE AND TRAINING
Any combination of
education, experience and training that provides evidence of the knowledge,
skills and abilities required to be successful in performing the duties
assigned to the job class.
Education:
Equivalent to the
completion of the twelfth grade. A two year degree in business or a
related field is desirable.
Experience:
Three years
responsible experience in revenue collection. One
year supervisory experience is desirable.
Training:
Additional specialized training in
business or a related field is desirable.
LICENSE OR CERTIFICATE
None.