Customer Care Supervisor

Job Title

Job Code: 21115 Salary Grade: 14 Salary Range: $46,441 - $74,769 FLSA: Nonexempt

Department - Utility Customer Operations

The purpose of this classification is to supervise the day-to-day operations and staff involved in providing customer service to County water utility customers.

Essential Functions:

• Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
• Coordinates daily work activities of subordinates; organizes, prioritizes, and assigns work; creates and distributes employee schedules; monitors and maintains service standards and call handling thresholds; consults with assigned staff; assists with complex/problem situations; and provides technical expertise.
• Evaluates the efficiency and effectiveness of department operations, including policies, procedures, call handling, computer programs and equipment; and assists in developing and implementing changes to policies and procedures to maintain and improve department operations.
• Monitors accounts receivable; ensures proper posting and documentation of customer payments; maintains cash ledger; reviews billing and collection data; oversees adjustments to and problems relating to delinquent accounts; and prepares and submits related reports.
• Performs customer service functions for complex and escalated issues; conducts extensive research and review of customer accounts and interactions with department personnel; provides information and documentation regarding policies, procedures and service protocols; provides resolution; and maintains related documentation.

Minimum Qualifications:

High school diploma or GED required; two years of experience as a Senior Customer Care Representative; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.