Job Description

Posting number: 35M00000052

Department: Public Utilities

Job classification: Customer Service Supervisor*

Posting type: Open

Categories: Utilities, Customer Service

The City of Richmond Department of Public Utilities - Customer Service Division is seeking qualified candidates for a Customer Service Supervisor position within the Customer Call and Contact Centers group This class will provide leadership and supervision to call center and billing operations personnel. Work may include establishing and interpretation of policies and procedures; managing customer flow; preparing monthly reports; conduct training sessions; The incumbent resolves customer complaints and billing queries, processes changes to accounts and assists customers with other issues.

Incumbent serves as an essential employee, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions, or inclement weather.

This position is subject to work overtime, nights and weekends.

Examples of duties

• Providing routine and advanced-level customer service, handling opening and closing operations; basic and escalated inquiries by team members and the Leadership Team; assists customers, departments and employees by providing information, handling requests, and researching and responding to inquiries over the telephone, email, and in-person;
• Monitoring and evaluating employee performance; Developing and executing coaching plans based on employee's needs and as directed by the Call Center Manager.
• Providing initial and ongoing training and coaching to staff;
• Performing data entry; preparing reports, spreadsheets, and other documentation; performing other clerical and administrative duties, as required;
• Processing and making adjustments to customer accounts; performing billing and account reconciliation as needed;
• Additional tasks as assigned by management.

Qualifications

MINIMUM TRAINING AND EXPERIENCE:

• Associate's degree in business, accounting, or a related field.
• Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments.
• Supervisory experience is preferred.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

PREFERRED TRAINING AND EXPERIENCE:

• Minimum of two (2) years of supervisory experience;
• Minimum of two (2) years of experience working in a call center environment.
• Two (2) years of experience handling Customer escalations

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

• None required

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• Best practices in call centers
• Customer service policies and procedures
• Account reconciliation
• Research and auditing practices as related to customer service activities
• Correct money handling processes
• Banking/financial and credit transactions, including pulling credit card reports
• Correct tools to recognize counterfeit money
• Cash management practices and procedures
• Standard office equipment
• City's services or products and who performs them
• Related City databases

Skills (some combination of the following):

• Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc.
• Oral, written, and interpersonal communication
• Negotiation
• Conflict resolution
• Researching and evaluating
• Customer service
• People management
• Leadership and team building

Abilities (some combination of the following):

• Multi-task
• Listen attentively
• Problem solve
• Manage time effectively
• Maintain the integrity of time sensitive processes and documentation
• Write, speak, plan, and organize effectively
• Supervise, motivate, and develop staff
• Listen and understand comments/concerns
• Make sound decisions
• Research and analyze data to resolve customer issues or concerns

Supplemental information

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands, and fingers. The employee is occasionally required to stoop, stand, reach extending hands and arms in any direction, walk, lift, feel, and grasp. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

* Internal use: HR Generalist to review.