Customer Service Supervisor - Call Center

City of Richmond•730 East Broad Street, VA

9d•Onsite

About The Position

The City of Richmond Department of Public Utilities - Customer Service Division is seeking qualified candidates for a Customer Service Supervisor position within the Customer Call and Contact Centers group. This class will provide leadership and supervision to call center and billing operations personnel. Work may include establishing and interpretation of policies and procedures; managing customer flow; preparing monthly reports; conduct training sessions. The incumbent resolves customer complaints and billing queries, processes changes to accounts and assists customers with other issues. Incumbent serves as an essential employee, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions, or inclement weather. This position is subject to work overtime, nights and weekends.

Requirements

Associate's degree in business, accounting, or a related field.
Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments.
Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc.
Oral, written, and interpersonal communication
Negotiation
Conflict resolution
Researching and evaluating Customer service
People management
Leadership and team building
Multi-task
Listen attentively
Problem solve
Manage time effectively
Maintain the integrity of time sensitive processes and documentation
Write, speak, plan, and organize effectively
Supervise, motivate, and develop staff
Listen and understand comments/concerns
Make sound decisions
Research and analyze data to resolve customer issues or concerns

Nice To Haves

Supervisory experience is preferred.
Minimum of two (2) years of supervisory experience;
Minimum of two (2) years of experience working in a call center environment.
Two (2) years of experience handling Customer escalations

Responsibilities

Providing routine and advanced-level customer service, handling opening and closing operations; basic and escalated inquiries by team members and the Leadership Team; assists customers, departments and employees by providing information, handling requests, and researching and responding to inquiries over the telephone, email, and in-person;
Monitoring and evaluating employee performance; Developing and executing coaching plans based on employee's needs and as directed by the Call Center Manager.
Providing initial and ongoing training and coaching to staff;
Performing data entry; preparing reports, spreadsheets, and other documentation; performing other clerical and administrative duties, as required;
Processing and making adjustments to customer accounts; performing billing and account reconciliation as needed;
Additional tasks as assigned by management.