Utilities Customer Service Supervisor

City of Riverside•Riverside, CA

About The Position

The City of Riverside Public Utilities Department is hiring two Utilities Customer Service Supervisors in its Customer Service Division. Under general supervision, the supervisor assigns, supervises, and evaluates customer service, 311, or field services personnel; participates in complex customer-service work by telephone and in person; monitors meter reading, field collections, and start/stop service orders; assists with customer complaints; and maintains or reviews accounting records. The eligibility list may be used for current or upcoming vacancies in this classification for up to six months. Depending on assignment, the supervisor oversees utility-service applications, payments and deposits, complaint resolution, collection activity, account and cash records, budgets, supplies, equipment, reports, and staff. In the 311 Call Center assignment, the supervisor oversees daily operations, incoming calls and emails, service requests, research and responses to information requests, division processes and budgets, and staff performance. The role coordinates activities with City departments and outside agencies and performs related work as assigned. For positions with a salary range from 1N–2X, the top 15% of the pay range cannot be offered upon hire or upon an employee promotion.

Requirements

Education equivalent to completion of twelfth grade, supplemented by courses in business practices, business administration, data entry, bookkeeping, or a related field.
For the Customer Service Division assignment: four years of customer-service experience, including at least one year in a call center or credit and collections environment.
For the 311 Call Center assignment: four years of customer-service experience, including at least one year in a call center environment.
Possession of an appropriate, valid Class C California Motor Vehicle Operator's License.

Nice To Haves

Ability to plan, prioritize, assign, and oversee workloads and monitor staff performance and customer interactions across in-person, telephone, email, mail, and written channels.
Ability to research and interpret policies, develop and improve procedures, optimize operational processes, and communicate accurate information to customers and staff.
Professionalism, tact, courtesy, and sound judgment when responding to customer and employee inquiries.
Strong leadership and team-building skills, including the ability to motivate, engage, and develop staff and foster an inclusive, collaborative workplace.
Energy, enthusiasm, and a positive attitude when resolving customer concerns, complaints, and complex issues in a timely and effective manner.
Ability to analyze and improve departmental processes by interpreting customer-service, call-center, and walk-in service metrics, statistical data, and operational trends.
Ability to identify and implement innovative solutions that improve operational efficiency and customer satisfaction.
Experience monitoring inbound and outbound telephone, email, mail, and customer correspondence for accuracy, quality assurance, and compliance with rates, rules, regulations, policies, and service standards.
Experience in a community-facing role involving transparency, public presentations, and representation in legal or administrative processes.

Responsibilities

Assign, supervise, and evaluate customer service, 311, or field services personnel.
Participate in complex customer service work involving customer contact by telephone and in person; monitor meter reading, field collections, and start/stop service orders.
Process utility service applications and oversee deposits, partial payments, payment arrangements, and service charges.
Respond to and make final decisions on difficult customer complaints, applying relevant rules, rate schedules, collection policies, and City procedures.
Prepare legal documents related to bankruptcy, deceased customers, and damage claims.
Post general-ledger journal entries; audit and correct unmatched cash transactions; oversee petty cash; audit and reconcile cash receipts; and verify account-code distributions.
Prepare reports, maintain detailed statistical records and subsidiary budget ledgers, and maintain the meter number book for new service accounts.
Maintain supply inventory and arrange for office-equipment maintenance; prepare payment requests; audit time cards and overtime reports; and assist with budget preparation.
Assist with development and implementation of systems and procedures and, for the 311 assignment, manage the division budget, prepare cost estimates and budget justifications, and monitor and control expenditures.
Supervise, train, and evaluate assigned staff; prioritize and assign work, conduct performance evaluations, ensure training and compliance with policies and procedures, maintain a healthy and safe work environment, and make hiring, termination, and disciplinary recommendations.
Coordinate customer-service activities with City departments, divisions, sections, and outside agencies.
Review lists of customer services scheduled for disconnection for non-payment; identify difficult collection problems; request service cutoffs or meter removals; and calculate reinstatement charges.
Identify and correct contractor meter-placement errors that result in wrongful termination or billing, and recalculate correct charges.
Investigate and bill for unauthorized service.
For the 311 Call Center assignment, supervise daily operations, oversee incoming calls and emails, route service requests to appropriate departments, research information requests, and participate in related meetings and groups.