Customer Service Supervisor (Full-Time)

Customer Service Supervisor (Full-Time)

Finance Department

Salary Range: $19.19 - $31.59 Hourly / $39,915.20 - $65,700.00 Annually

FLSA Position Class: Full-time, Non-Exempt

Work Schedule: M-F, 8-4:30

Job Overview

This position is responsible for supervising the Customer Service Representatives; responsible for performing administrative and clerical work in support of the utilities billing, collections, and customer service functions; responsible for the preparation and/or maintenance of fiscal records.

Essential Duties and Responsibilities

• Takes payments for utility bills, assessments, licenses, miscellaneous billings, leaf bags, and leaf mulch.
• Receives customer inquiries, service requests, and complaints by telephone or in person.
• Advises customers on billing, collection, and service procedures.
• Prepares meter tests, re-reads, leak checks, cut-on and cut-off work orders.
• Assists customers in establishing new service accounts, closing, or transferring accounts; makes bank deposit.
• Files forms, documents, and related paperwork pertaining to collection activities.
• Handles the privilege license program, issues new licenses, renews licenses, pursues businesses operating without licenses.
• Accounts for checks and cash received daily and balances against receipts.
• Posts deposits to customer accounts.
• Files fiscal transaction documents.
• Processes Water/Sewer tap applications, assigns services to location, sets up billing information.
• May operate typewriter, calculator, CRT, computer, and other standard office equipment incidental to maintaining records.
• Assists with divisional training and coaching.
• Serves as first point of contact for escalated customer complaints.
• Performs other duties as assigned.

Minimum Requirements

• High School diploma or GED.
• Three (3) years of customer service related experience.
• One (1) year of supervisory experience.
• Possession of a valid North Carolina driver's license, or any valid driver's license with ability to obtain a North Carolina driver's license within 60 days of establishing a permanent residence in North Carolina.

Supplemental Information

• General knowledge of bookkeeping terminology, methods, procedures, and equipment.
• General knowledge of utility service connection and termination procedures, billing, collecting, and adjustments.
• General knowledge of services available and the deposits, fees, and processes required.
• General knowledge and understanding of the various utility rates and schedules.
• Ability to post accounts and to perform mathematical computations with speed and accuracy.
• Ability to assist customers in understanding their bill and the billing processes.
• Ability to navigate GIS system.
• Ability to operate calculator, computer, cash registers, and related office equipment.
• Ability to communicate effectively with supervisor, customers, employees, and the public.
• Ability to communicate ideas clearly, concisely, and effectively, orally and in writing.
• Ability to establish and maintain effective working relationships with colleagues, customers, officials, and the public.

Job Related Physical Requirements

This position involves sedentary work requiring the exertion of 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involved sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met; vocal communication is required to express thoughts and exchange information; hearing is required to respond to spoken words, to receive and understand information, and/or to make fine distinctions in sound; visual acuity is required for preparing and analyzing written or computer data, operation of equipment, determining the accuracy and thoroughness of work, and observing general surroundings and activities.

Working Conditions

The employee is not subject to adverse environmental conditions.

Equal Opportunity Employer