Customer Service Supervisor

Job Title

Under the direction of the Deputy Director supervises, trains and coordinates the work of employees engaged a wide variety of complex clerical, technical, paraprofessional, and basic administrative functions involving coordination of appropriate programs in the Customer Service Division of the Utilities Department. Supervision Received and Exercised: Under the general direction of the Deputy Director the Customer Service Supervisor oversees, directs and supervises the work of the Customer Service Center office staff.

Salary

The top salary range for this position currently reaches $101,314.32, PLUS, an excellent benefits package! The position will receive a 5.0% salary increase in July 2027; bringing the top step salary to $106,380.00.

Essential Job Functions

Essential job functions may include, but are not limited to, the following: Supervises, assigns, schedules and directs the work of office personnel in customer information and utility billing in the Customer Service Division of the Utilities Department; oversee a variety of difficult/complex clerical, technical, paraprofessional, and basic administrative functions involving the use of computer word processing and spreadsheet software, composition, records management, organization, office management skills and administrative support functions; research, compile and edit a variety of information/materials; performs basic mathematical calculations with accuracy; make decisions in accordance with established direction and/or rules and regulations; maintain patience, tact, and courtesy; accurately maintain records and assists with report preparation; perform routine bookkeeping, maintain logs, account balances, intra departmental ledgers, or other internal referencing systems; prepare a variety of documents including purchase requisitions, various files and payroll records; manage the operation of a variety of office equipment used in the preparation, copying transmittal and storage of information, including but not limited to a personal computer, copy machine, facsimile, and postage machine; creates regular and special reports; Participates in the selection, training, motivation and evaluation of office staff; participates in monitoring employee performance objectives; prepares employee performance reviews; works with employees to correct deficiencies; maintains work records, time cards and related administrative files; recommends discipline procedures. Other duties as needed.

Qualification Guidelines

To qualify for this classification, an individual must possess any combination of experience and education that would likely produce the required knowledge and abilities, and enable the individual to successfully perform the essential job functions of the position. A typical combination is: Experience and/or Education: High School diploma or G.E.D. required plus four years of increasingly responsible experience in municipal water customer information and billing systems and related work. Graduation from an accredited college or university desirable. Knowledge of: General administrative policies, procedures, and rules and regulations as related to municipal government; operation of office machines and systems including customer information and utility billing systems; basic principles of research, record keeping and report preparation; laws, ordinances, rules and regulations, and policies and procedures affecting City programs. Effective public relations and customer service techniques; principles of supervision, training and performance evaluation. Ability to: Schedule and assign work of subordinates; communicate effectively orally and in writing using correct English, spelling, grammar, and punctuation; perform basic mathematical calculations with accuracy; maintain confidentiality of personnel information and records; research, compile and analyze information; make decisions in accordance with established directions and/or rules and regulations; prepare written reports; establish and maintain accurate and up-to-date record-keeping; respond to emergency situations; establish and maintain positive working relationships; supervise, train, motivate, evaluate and discipline personnel; work in a team environment; implement Department policy and procedure; make recommendations for future improvements; assist in setting and achieving Department strategic planning objectives; problem-solve and have a customer-service ethic.

Licenses and Certificates

Possession of a valid California driver's license is required.

Physical Demands

Ability to lift up to 25 pounds is required. Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, squatting, and stooping in the performance of daily office activities. The position also requires grasping, repetitive hand movement, and fine coordination in retrieving and entering data using a computer keyboard. Additionally, the position requires near and far vision in reading work related documents and using the computer, and acute hearing is required when providing phone and personal service.

Work Environment

Employee generally works indoors. Environment is generally clean with limited exposure to conditions such as dust, fumes, or odors. Employee may travel to different locations and may be exposed to inclement weather conditions, noise, vibration, or dust. Noise level in the work environment is usually moderate but the employee may occasionally be exposed to loud talking and interruptions from telephones and/or members of the public.

Selection Process

Applicants must complete an application online prior to the final filing date. Applications will be screened for qualifications, appropriate background, and only the most qualified will be invited to participate in the examination process. Successful candidates must achieve a minimum passing score in each of the test components. Applicants will be notified by e-mail as to the test date, time, and location. The examination process will include: Oral Interview = 100% Candidates will be required to pass a City administered pre-employment physical and may be required to pass a thorough background investigation and polygraph examination as part of the Selection Process. Candidates who do not pass will be disqualified and removed from the eligibility list. Accommodation: Applicants with legal disabilities who require special testing arrangements must contact the Human Resources Department at least five (5) working days prior to the examination date.