Customer Service Supervisor (Full-Time)

City of Statesville•City of Statesville, NC

9d•Onsite

About The Position

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. NOTE: Employee may be required to respond to a disaster, either natural or man-made, to serve the citizens of Statesville and meet the needs of the organization, which may result in the assignment of other duties and take precedence over duties described in this job description. This job description is not intended to be all-inclusive.

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.

Nice To Haves

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.

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.