Customer Service Supervisor (Utility Billing)

City of Richland•Cocoa, FL

14d

About The Position

Performs intermediate administrative work providing supervision, training, guidance and support to the Customer Service division in assigned areas of billing and collections for City utilities, ambulance, business licenses, and other customer service functions, and related work as apparent or assigned. Work is performed under the limited supervision of the Customer Experience Manager (“supervisor”). Divisional supervision is exercised over assigned personnel.

Requirements

Associate degree with coursework in business, accounting, finance
Three (3) years of experience in customer service,
Two (2) years in a lead or supervisory role, or equivalent combination of education and experience
Valid driver’s license
Knowledge of: Applicable federal, state, and local laws, rules, codes, and regulations related to assigned activities.
City operations, policies, and objectives
Administrative principles and practices, including program development, implementation, and evaluation, project management, and supervision of staff.
Laws, rules, and regulations related to municipal accounting.
Analysis of complex financial statements and reports.
Computer systems and applications related to accounting.
Principles and practices of supervision and training.
Operation of a computer and complex spreadsheet programs.
Research and analytical techniques, principles, and practices.
Preparation of comprehensive reports.
Correct English usage, grammar, spelling, punctuation, and vocabulary.
Public speaking techniques.
Skills and abilities to: Supervise, train, direct and evaluate assigned personnel.
Maintain accurate financial and statistical records and prepare reports.
Verify, balance, and adjust accounts.
Process and record accounting transactions accurately.
Maintain current knowledge of program rules, regulations, requirements, and restrictions.
Analyze and maintain complex financial systems related to the customer services function.
Analyze and prepare a variety of complex records, reports, and other documents.
Prepare special reports and projects as assigned.
Read, interpret, apply, and explain codes, rules, regulations, policies, and procedures.
Work confidentially with discretion.
Analyze situations accurately and adopt an effective course of action.
Develop, modify, and recommend improvements in existing procedures and introduce new procedures, as necessary.
Communicate effectively both orally and in writing; comprehend and use English effectively including producing all forms of communications in a clear, concise, and understandable manner to intended audiences.
Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; work independently with little or no direction, organize own work, set priorities, and meet critical time deadlines.
Operate modern office equipment including personal computer equipment using standard or customized software application programs appropriate to assigned tasks.
Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Nice To Haves

Five (5) years of experience in customer service.
Three (3) years of experience in collections/delinquent accounts.
Two (2) years of experience in billing and/or auditing

Responsibilities

Supervises assigned staff; evaluates and reviews work performance; works with employees to correct deficiencies; plans, coordinates, and arranges for appropriate training of subordinates; documents corrective action and applies City policy, as needed; participates in the interview and selection process of new employees; recommends merit increases, reassignment, and promotions according to established guidelines.
Assists in managing the utility billing software upgrades and testing procedures for implementation; tests and recommends improvements for account analysis, internal auditing for the Customer Service functions, cash management reconciliation as related to Customer Service, and other special projects as assigned.
Monitors and assists in the day-to-day activities of the customer services division. Manages staff schedules, utility billing, business licensing, customer interactions (phone, walk-in, email, etc.), and all other operational functions.
Under the direction of the Customer Experience Manager, establishes and monitors performance metrics for customer service staff.
Communicates with other departments and outside agencies as needed to resolve problems, provide information, explain applicable procedures, and discuss data anomalies.
Provides guidance to the Customer Service team regarding appropriate customer interaction techniques, styles, and approaches.
Assists in the planning of City-wide operations and makes recommendations to enhance current operations.

Benefits

Excellent open access (preferred provider) medical plan with substantial City-paid contribution
City-paid: dental, vision, Life and AD&D Insurance (equals two times the employee's annual salary), and Long-Term Disability Insurance
Participation in the State of Washington's Retirement Plan (PERS)
Generous Paid Time Off (PTO)
10 Paid Holidays
4% City-match deferred compensation with 457 and 401(a) plan options
Senior Management Level = additional 4% City-paid into the 401(a) Plan
Management Level = additional 3% City-paid into the 401(a) Plan
Supervisors or Exempt Level = additional 1% City-paid into the 401(a) Plan
Extended Sick Leave (ESL)
Section 125 - Flexible Benefits Plan (Medical/Dependent Care)
City Paid and Employee Paid Retirement Health Savings Plan
Employee Assistance Program
Paid Time Off (PTO) Accrual Regular Full-Time (40hr) Accrual Rates.