Customer Care Supervisor

DeKalb County • Decatur, GA

18h • $46,441 - $74,769

About The Position

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.

Requirements

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

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED