Customer Service Supervisor

Customer Service Supervisor

Under the direction of the Purchasing and Customer Service Manager, supervises, reviews, leads, and assigns work activities and duties assigned to Customer Service Representatives; assumes responsibility for the more difficult and complex tasks in the Division. May be required to act in the Customer Service Manager's place in the absence of the Manager. The Customer Service Supervisor is the journey level supervisory class responsible for leading, training, assigning, and reviewing the work of Customer Service staff, performing the most complex customer service and billing duties, and deescalating and resolving tense customer service situations. This classification is distinguished from the next higher classification of Purchasing and Customer Service Manager in that the latter assumes management responsibility for the entire customer service and purchasing functions. Exercises direct supervision over Customer Service Representatives.

Examples of Essential Functions: The following duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Provides leadership, training, and supervision of assigned Customer Service Representatives to ensure a high-performance, customer service-oriented work environment that supports achieving the Division, Department, and City mission, strategic plan, objectives and values.
• Assumes responsibility for billing all residential, commercial, and industrial utility accounts.
• Leads, oversees, plans, assigns, and reviews the work of staff responsible for providing customer services, including the calculation of fees.
• Train, monitor and evaluate personnel in the areas of work; ensure adherence to proper work methods, procedures and practices.
• Identify opportunities for improving billing and collection processes including electronic programs; review with the manager for implementation.
• Input account data gained from staff and conduct data accuracy review.
• Research, develop, administer and monitor new projects and activities.
• Responds to questions and concerns from the public by telephone and over the counter; provide information as is appropriate and resolve complaints.
• Perform a wide variety of customer service support including reconciling batches and reports, cashiering and record keeping clerical activities for utility customers.
• Conduct timely performance evaluations of assigned staff.
• Receive and process applications and service requests from customers; calculate deposits.
• Prepare and maintain a variety of reports, files, and financial statements of assigned duties.
• Perform a variety of other clerical office duties including answering the telephone, using a computer to research accounts, data entry, filing and gathering information.
• Serve as a liaison for the department, other city departments, divisions, and outside agencies.
• Establish and maintain cooperative working relationships with staff, and outside vendors.
• Evaluate assigned work projects; estimate time, materials, and equipment necessary for the successful completion of the project; acquire necessary resources as is appropriate.
• Handle disciplinary actions of employees as needed with the assistance of the manager.
• May be required to perform management responsibilities in the absence of the Purchasing and Customer Service Manager.
• Maintain prompt and regular attendance.
• Perform other related duties as required.

Training and Experience: A high school diploma or equivalent is required. AND Five (5) years of progressively responsible experience in a customer service environment; electric and water customer service or the performance of related work preferred. Special Requirements: Possession of a valid "C" California Driver's license is required.

The candidates with the most desired qualifications and that best meet the department's needs will be invited to participate in the Oral Board Interview and Written Component Exercise. Candidates successful in this process will have their names certified to an eligibility list. This list is valid for one (1) year.