Customer Service Supervisor - Grade 56, $2,064.80 bi-weekly
   Advanced customer service work supervising daily activities of Customer Service Representatives. Work is performed under the general supervision of the Accounting Administrator.
   Essential Job Functions:
   (Essential job functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class.)
   ♦ Provide direction and guidance to customer service personnel responsible for billing and collecting a significant portion of the City’s revenue. Promote accuracy and efficiency in all functions of customer service and utility billing. Trains subordinates. Evaluates work of subordinate employees.
   ♦ Generate schedules for multiple processes and activities, and coordinate staff accordingly.
   ♦ Develop, maintain, revise, improve and enforce division policies and procedures.
   ♦ Implement changes to increase efficiency and productivity.
   ♦ Supervises daily processing of cash receipts and bank deposits.
   ♦ Serve as primary contact for solid waste contractor to ensure contract compliance.
   ♦ Reconcile solid waste services monthly billing statements
   ♦ Serve as liaison with third-party vendor for printing and mailing utility bills, supplying necessary information for billing and delinquent notices, and reconciling monthly invoices.
   ♦ Ensure customers are accurately charged for all services.
   ♦ Provide notification to customers in regard to rate changes and other utility information.
   ♦ Enter fee schedule changes into the Utility Billing software.
   ♦ Calculate and authorize billing adjustments.
   ♦ Manage all customer service issues, including challenging customer billing issues, service issues, and account collections.
   ♦ Process credit balance refunds, verify deposit refunds, verify printouts.
   ♦ Delegate and approve correspondence from utility billing office.
   ♦ Process and verifies non-payment disconnections.
   ♦ Monitor delinquent payment and collection functions. Oversees processing and verifies illegal water consumption of customers.
   ♦ Oversee daily processing of credits, deposits, write-offs, reverse charges, adjustments, and miscellaneous charges.
   ♦ Accumulate and review data needed to prepare various reports.
   ♦ Establish accounts for new services.
   ♦ Perform other job duties as assigned.
   Job Title: Department: Division:
   CUSTOMER SERVICE SUPERVISOR
   Finance Utility Billing
   Rev. Mar-22
   (These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related marginal duties as required.)
   MINIMUM QUALIFICATIONS
   Knowledge, Skills, and Abilities:
   ♦ Knowledge of daily operations and activities of customer service.
   ♦ Knowledge of City rates, ordinances, and billing policies.
   ♦ Knowledge of utility billing software and functions.
   ♦ Ability to supervise a small group of employees.
   ♦ Ability to communicate with various individuals.
   ♦ Ability to handle complaints and difficult individuals.
   ♦ Ability to handle and prioritize multiple tasks, meet deadlines.
   ♦ Ability to perform arithmetic calculations accurately and efficiently.
   ♦ Ability to operate a PC in a network environment.
   ♦ Ability to use Microsoft Office applications (Outlook, Excel, Word, SharePoint, etc.)
   Education and Experience
   ♦ High school graduation or possession of an acceptable equivalency diploma.
   ♦ Five (5) years’ experience with some supervisory experience in customer service work.
   (A comparable amount of training or experience may be substituted for the minimum qualifications.)
   Licenses, Certifications, or Registrations:
   ♦ None
   ESSENTIAL PHYSICAL SKILLS
   ♦ Acceptable eyesight (with or without correction)
   ♦ Acceptable hearing (with or without hearing aid)
   ♦ Ability to communicate both orally and in writing.
   ♦ Ability to sit at a desk and view a display screen for extended periods of time.
   ♦ Ability to access, input, and retrieve information from a network PC.
   ENVIRONMENTAL CONDITIONS
   ♦ Works inside in an office environment.
   (Reasonable accommodations will be made for otherwise qualified individuals with a disability
   

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