Customer Service Supervisor

City of Alhambra•Alhambra, CA

23h•Onsite

About The Position

Under the direction of the Deputy Director, this position supervises, trains, and coordinates the work of employees engaged in a wide variety of complex clerical, technical, paraprofessional, and basic administrative functions involving coordination of appropriate programs in the Customer Service Division of the Utilities Department. The Customer Service Supervisor oversees, directs, and supervises the work of the Customer Service Center office staff.

Requirements

High School diploma or G.E.D. required.
Four years of increasingly responsible experience in municipal water customer information and billing systems and related work.
Possession of a valid California driver's license is required.
Ability to lift up to 25 pounds.
Ability to schedule and assign work of subordinates.
Ability to communicate effectively orally and in writing using correct English, spelling, grammar, and punctuation.
Ability to perform basic mathematical calculations with accuracy.
Ability to maintain confidentiality of personnel information and records.
Ability to research, compile and analyze information.
Ability to make decisions in accordance with established directions and/or rules and regulations.
Ability to prepare written reports.
Ability to establish and maintain accurate and up-to-date record-keeping.
Ability to respond to emergency situations.
Ability to establish and maintain positive working relationships.
Ability to supervise, train, motivate, evaluate and discipline personnel.
Ability to work in a team environment.
Ability to implement Department policy and procedure.
Ability to make recommendations for future improvements.
Ability to assist in setting and achieving Department strategic planning objectives.
Ability to problem-solve and have a customer-service ethic.

Nice To Haves

Graduation from an accredited college or university desirable.

Responsibilities

Supervises, assigns, schedules and directs the work of office personnel in customer information and utility billing in the Customer Service Division of the Utilities Department.
Oversees a variety of difficult/complex clerical, technical, paraprofessional, and basic administrative functions involving the use of computer word processing and spreadsheet software, composition, records management, organization, office management skills and administrative support functions.
Researches, compiles and edits a variety of information/materials.
Performs basic mathematical calculations with accuracy.
Makes decisions in accordance with established direction and/or rules and regulations.
Maintains patience, tact, and courtesy.
Accurately maintains records and assists with report preparation.
Performs routine bookkeeping, maintains logs, account balances, intra departmental ledgers, or other internal referencing systems.
Prepares a variety of documents including purchase requisitions, various files and payroll records.
Manages the operation of a variety of office equipment used in the preparation, copying transmittal and storage of information, including but not limited to a personal computer, copy machine, facsimile, and postage machine.
Creates regular and special reports.
Participates in the selection, training, motivation and evaluation of office staff.
Participates in monitoring employee performance objectives.
Prepares employee performance reviews.
Works with employees to correct deficiencies.
Maintains work records, time cards and related administrative files.
Recommends discipline procedures.
Other duties as needed.