Utility Account Supervisor

City of Tucson • Tucson, AZ

1d • Onsite

About The Position

The Utility Account Supervisor (UAS) at the City of Tucson’s Water Department supervises a team of Utility Account Relation Specialists (UARS) including but not limited to division processes, billing assistance, employee development and acting as a divisional liaison. Work is performed under the supervision of the Assistant Water Operations Superintendent. This position exercises supervision over utility account relations staff.

Requirements

• Education: Associate degree
• Experience: Three (3) years of relevant experience
• Driving Requirement: Valid and unrestricted Arizona Class D Driver’s License

Nice To Haves

• Previous supervisory experience in customer service or utility billing.
• Experience with setup and operation of remote environment devices.

Responsibilities

• Assigns and reviews work of staff.
• Maintains records of work performed.
• Prepares activity reports for management review.
• Assists with personnel actions including performance evaluations, disciplinary actions, scheduling, and timekeeping.
• Manages staff training schedules.
• Facilitates team meetings.
• Provides ongoing support to staff.
• Maintains employee communications through various channels.
• Encourages a positive atmosphere for employee morale and monitors employee welfare.
• Remains accessible to team during daily operations.
• Provides training to staff.
• Reviews and evaluates customer calls and provides guidance and opportunities to learn.
• Reviews daily statistics and offers guidance and resources for growth and areas for corrections.
• Performs quality assurance on customer calls to ensure alignment with policies and practices.
• Takes customer calls to assists with high call volume.
• Responds to, performs research for, and provides solutions to customer escalation inquiries referred by staff, the director’s office, or mayor and council offices.
• Prepares and sends documents related to customer bill disputes.
• Presents documents in administrative hearings.
• Acts as division liaison for internal and external customers, departments and vendors.
• Runs and reviews billing reports to ensure accuracy and ensures any necessary adjustments are entered.
• Works with billing system support personnel and other staff to identify and help to resolve challenges to customer billing and service concerns.
• Performs other duties as assigned.
• Assists with special projects and assignments as business needs requires.
• Represents department at offsite events when needed.

Benefits

• The City of Tucson offers a generous benefits package for benefit-eligible positions.
• The comprehensive, flexible, and affordable coverage is designed to optimize health and well-being, security and future, and peace of mind.
• Benefits begin with medical, dental, vision, life, disability, and FSA coverage, surpassing your standard 401(k) program by offering a rich pension plan plus optional Roth and pretax deferred compensation savings.
• With your well-being in mind, our paid time off program provides new hires with 38 paid days off in the first year of employment, with time off increasing steadily in subsequent years.
• We offer twelve weeks of paid parental leave, paid tuition reimbursement, student loan repayment, off- and on-the-job training, and opportunities to forge connections with peers and the community through employee resource groups and paid volunteer hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees