Customer Care Supervisor

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:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

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.