Customer Service Supervisor FLSA
Status: Exempt
General Definition of Work
Performs
difficult skilled technical work planning and managing customer service
operations, utility billing and collections, maintaining records and files,
preparing reports, and related work as apparent or assigned. Work is performed under the general direction
of the Finance Manager. Divisional
supervision is exercised over all personnel within the division.
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 and are not
necessarily actual functions of this position.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Essential Functions
Performs
duties in accordance with the City's keys to excellent customer service; acts
as a team or group leader in the implementation of adopted City outcomes and
goals.
Manages
and supervises utility billings and collections, privilege license billing,
collection, issuance and renewal; oversees the collection of various accounts
receivable.
Manages
and supervises customer account maintenance including new service and
collection of delinquent accounts.
Answers
phones; responds to inquiries and complaints; researches customer payment,
billing and posting errors; meets with customers to resolve discrepancies.
Processes
monthly billings.
Recommends
and assists with implementing department goals and objectives; establishes
schedules and methods for billing and collection; implements policies and
procedures.
Assists
with recruiting and selecting division personnel; assigns, directs, trains,
inspects the work of and evaluates the performance of assigned staff;
recommends rewards, transfers, promotions, suspensions, demotions and
terminations; coaches, counsels and disciplines staff; develops staff
schedules.
Assists
various departments with routine and difficult issues; reviews and acts upon
directives from various departments.
Knowledge, Skills and Abilities
Thorough
knowledge of the functions of a utility customer service and collections
office; thorough knowledge of the principles, practices and procedures of
utility billing collection programs; thorough knowledge of modern office
practices and of standard office and data entry equipment; thorough knowledge
of data processing practices; ability to plan, organize and direct the work of
subordinate employees; ability to prepare and maintain complex financial
reports; ability to establish and maintain effective working relationships with
other department officials, employees and the general public.
Education and Experience
Bachelor's
degree with coursework in accounting, finance, business administration, or
related field and moderate experience in revenue collection, or equivalent
combination of education and experience.
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, walking and lifting;
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
Valid driver's
license in the State of