The City of Richmond Department of Finance, Division of Revenue is seeking a qualified candidate for the position Customer Service Supervisor. The incumbent will provide leadership and supervision to the front-line customer service technicians, citizen assistance, and revenue processing related to City services and functions. The incumbent will provide advanced-level customer service, handling both basic and escalated inquiries, as well as researching and adjusting account information. As assigned, the incumbent will supervise and serve as a leader. The incumbent resolves customer complaints and billing queries, processes changes to accounts and assists customers with other issues.

• Providing routine and advanced-level customer service, handling closing operations; basic and escalated inquiries; assists customers, departments and employees by providing information, handling requests, and researching and responding to inquiries over the telephone, email, and in-person;
• Providing customer service account support activities such as investigating and researching account information and history on accounts;
• Facilitating implementation of business and technology solutions including acceptance testing processes;
• Providing initial and ongoing training and coaching to unit staff; conducting performance evaluation.
• 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.
• Interpreting and applying City and State Code to daily job processes
• Additional tasks as assigned by management

KNOWLEDGE, SKILLS, AND ABILITIES:

• Considerable knowledge on 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, and cash management practices and procedures. 

• Skilled in oral, written, interpersonal communication, and conflict resolution 

• Skilled in customer service and people management.

•  Ability to multi-task, listen attentively, problem solve, supervise, motivate, and develop staff; 

• Able to make sound decisions, and research/analyze data to resolve customer issues or concerns.

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.

 

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

• None required

 

PREFERRED TRAINING AND EXPERIENCE:

• Cash Handling experience
• Experience in Tyler cashiering and Munis financial reporting software system
• At least two (2) years of supervisory experience
• Microsoft Office Suite experience
• Strong oral and written communication skills; interpersonal skills, and organizational skills
• Bilingual is a plus