Assistant Customer Service Supervisor FLSA Status: Non-Exempt

General Definition of Work

Performs intermediate skilled technical work assisting with planning, organizing and supervising utility billing and collection within the Finance Department, performing a variety of technical tasks relative to assigned area of responsibility, and related work as apparent or assigned. Work is performed under the moderate supervision of the Customer Service Supervisor. Limited supervision is exercised over Customer Service Clerks.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

Essential Functions

Performs duties in accordance with the City's keys to excellent customer service; encourages and promotes a culture of excellent customer service.

Assists with planning, prioritizing, assigning, supervising and reviewing the work of staff involved in utility billing and collection and issue of privilege permits.

Conduct employee performance evaluation process for assigned employees and maintains supporting documentation.

Recommends and assists in the implementation of department/division goals and objectives; establishes schedules and methods for utility billing and collection; implements policies and procedures.

Evaluates operations and activities relative to assigned area of responsibility; recommends improvements and modifications; prepares various reports on operations and activities.

Prepares billing for water and sewer utility services.

Maintains equipment and supply inventories using departmental purchasing procedures.

Assists with Supervision of water utility collections.

Assists with Supervision of collection of revenues billed from other City departments.

Performs all cashiering and all other customer service duties.

Assists with supervision of incoming and outgoing mail and metering equipment.

Assists with supervision all billing to ensure timeliness.

Distributes and accounts for petty cash in Customer Service division; ensures security for vault, safe and night deposit box.

Participates in budget preparation and administration as required by Customer Service Supervisor; prepares cost estimates and justifications for recommendations.

Participates in selection of staff as required by Customer Service Supervisor; provides staff training; works with employees to correct deficiencies.

Answers questions and provides information to the public; investigates complaints and takes corrective action as directed Customer Service Supervisor.

Knowledge, Skills and Abilities

General knowledge of principles, practices and procedures of revenue collection; general knowledge of methods and technical requirements of utility billing and license issue; general knowledge of the principles of supervision, training and performance evaluation; general knowledge of laws and/or ordinances related to assigned area; general knowledge of principles and procedures of financial record keeping, budgeting and reporting; general knowledge of basic office procedures, office and computer equipment; ability to supervise an effective revenue collection program; ability to communicate ideas effectively in both oral and written formats; ability to supervise, train and evaluate assigned staff; ability to establish working relationships with associates, vendors and the general public.

Education and Experience

High school diploma or GED and moderate experience in revenue collection and one year supervisory experience is desirable, or equivalent combination of education and experience. Associates/Technical degree preferred.

Physical Requirements

This work requires the occasional exertion of up to 10 pounds of force; work regularly requires sitting and speaking or hearing, frequently requires using hands to finger, handle or feel and occasionally requires standing and walking; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data and observing general surroundings and activities; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).

Special Requirements

None.