Utility Account Supervisor

City of Tucson•Tucson, AZ

6h•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

Associate degree
Three (3) years of relevant experience
Valid and unrestricted Arizona Class D Driver’s License
Resume and cover letter submitted at the time of application
Resume and cover letter must contain responses to the required questions
Resume and cover letter must contain verifiable information for preferred qualifications if seeking consideration for those experiences.

Nice To Haves

Previous supervisory experience in customer service or utility billing.
Experience with setup and operation of remote environment devices.
Possess a valid and unrestricted driver’s license.
At least two (2) years of driving experience.

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.