A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
This position establishes, processes, and reviews customer accounts receivable for utilities, permits, and other services provided by the City. Receives, verifies, and enters accounts receivable and other accounting transactions including adjustments to customer accounts. Receives and processes building and land use permit fees. Assists community members at the front‑desk service window.
Essential Functions:
Receives, verifies and processes customer account data and payments, including opening and closing customer accounts. Provides front‑desk customer service by greeting and assisting community members in person with questions related to utility accounts, permits, payments, City services, and general inquiries. Offers courteous, timely support to walk‑in customers, helping them understand forms, applications, and procedures; directs visitors to appropriate staff or departments as needed. Receives, verifies and processes customer account data and payments, including opening and closing customer accounts. Maintains security of cash, checks and money orders, and may assist in making deposits. Answers and transfers mainline calls for staff. Customer inquiries and complaints by telephone, mail and in-person, regarding policies and procedures related to bills, rates, charges, and payments. Explains procedures to customers. Provides interpretation of City procedures, codes, laws, ordinances and regulations. Maintains and monitors the City's addressing system for new and existing buildings. Assigns and/or change addresses and street names in accounting software. Research, reviews, and analyzes customer account information to resolve issues and problems. Works with the customer to determine alternative actions or settlements. Sets up and monitors partial payment plans as authorized by the Finance Director. Process all special events permits. Prepares periodic reports, correspondence, notices, and other documentation related to customer service, and account status. Schedules and dispatches field service to customer locations to setup and discontinue service, deliver notices, and inspect, calibrate, and repair meters and other measuring devices. Assists with managing municipal court tickets Tracks delinquent accounts, sends notices and coordinates account shutoff notices Process Utility billing Process Business licenses Liquor licensing Process Performs other duties as assigned that support the overall
Knowledge, Skills, & Abilities:
Requires a basic knowledge of the practices and terminology of bookkeeping and accounting data entry practices, accounting office clerical procedures and methods for maintaining source documentation files. Requires knowledge of cashiering, including knowledge of individual account cash control, receipt, disbursement, and allocations of funds. Requires a basic knowledge of financial transaction policies and procedures governing cash receipts, adjustments, and disbursements. Basic a working knowledge of codes, regulations, and laws governing building and land use, and a willingness to learn permitting process steps and special policies and practices. Requires sufficient writing skills to prepare basic business correspondence and account footnotes. Requires sufficient math skills to compute sums, quotients, products, ratios, percent, and portions. Requires sufficient human relation skills to convey procedural information to customers, deal positively with others on financial transactions, and maintain harmony with co-workers. Ability to manage multiple tasks at once while maintaining a high level of customer service. Ability to maintain a complete set of records and reports consistent with defined requirements. Must be able to interact and work cooperatively with a wide range of customers and contacts with courtesy and patience. Ability to maintain the confidentiality of customer records and information. Ability to learn, interpret and apply common permitting processes and codes governing building and land use. Must be able to perform all of the clerical and record keeping duties of the position including operation of computer software programs designed for customer accounting. Ability to work as contributing member of a team, work productively and cooperatively with other teams and external customers, and convey a positive image of the City and its services. Ability to work productively with difficult customers. Ability to speak Spanish is preferred.
Supervisory Responsibilities:
This position does not have supervisory responsibilities.
Minimum Qualifications:
The position typically requires an Associate's degree with coursework in bookkeeping, accounting, or government-related; minimum of two years' experience in accounting, working with customer accounts, accounts receivable and working closely in a customer service industry. Additional applicable experience may substitute for some education. All applicants must pass a background and credit check as part of the hiring process. Requires a valid driver's license
Preferred Qualifications:
Work Environment:
Work is performed indoors where minimal safety considerations exist. Position requires sitting for long periods of time.
Physical Requirements:
Ability to function primarily indoors in an office environment engaged in work of primarily a sedentary nature. Position requires sitting for long periods of time. Ambulatory ability to retrieve files and stand at a counter for customer service transactions. Sufficient hand-eye-arm coordination to use a keyboard and 10-key, arm/hand movements to retrieve work materials from storage files and operate a variety of general office equipment. Visual acuity to read computer screens, printed material, and detailed accounting information. Auditory ability to carry on conversations over the phone and in person.
