Position Summary

The Customer Care Team Supervisor oversees the customer service representatives that engage in resident interactions regarding utility water billing services. As the customer care team supervisor, you must be a passionate, dynamic, and resourceful employee that demonstrates a sense of urgency when matters arise. The scope of the position includes down trees, water main breaks, meter or billing questions, resident and non-resident inquiries about city services and events, senior center, and other City related business. The Customer Service representatives are the first point of contact for all City matters, as a result, the Customer Care Team Supervisor must embody an excellence in Customer Service.

Essential Functions

Supervise and encourage Customer Service Representatives through daily work assignments, providing training opportunities, and reviewing and monitoring the customer service team.

Be able to assist when a team member struggles to diffuse a situation, coach team members to better handle difficult situations; while, carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Be familiar with City ordinances and state statutes regarding utilities.

Maintains call distribution system by configuring the system to automatically distribute calls uniformly among customer service representatives.

Makes necessary changes in staffing based on day of week, sales promotions, other anticipated events, and call system data, monitor for e-alerts, proactively familiarize oneself with City events and activities.

Review calls, supervise employee productivity, demeanor, technical accuracy, and conformity to company policies, assist with annual reviews.

Monitor system dashboard to monitor and react to correct various call attributes such as length of time customers remain on hold, dropped calls, etc. to meet department service levels, report on key metrics monthly.

Communicate changes and progress; interact with software or other applicable vendors to gain knowledge and seek solutions, completes tasks on time to assist with collections, delinquent accounts, and customer write-offs.

Retrieves checks from lock boxes and drops of bank depositories.

Quality review utility and public works work orders.

Process recurring CC, retail and electronic lock boxes, kiosk transactions.

Prepare adjustments to customer accounts such as balance transfers, pool, leak, misapplied payments, NSF, late fees, cutoff, lock offs and other adjustments.

Manage timely and accurate customer files for applications, terminations and other communications.
Regular in-person attendance during City and department business hours, since face-to-face interaction and coordination of work with other employees, outside colleagues, residents, or vendors, and all immediate access to documents or other information located only in the workplace is required.

Minimum Qualifications

Associate degree in business, communications, or other suitable discipline and at least 3 years of supervisory experience in a call center or similar customer service environment or have an equivalent combination of education, experience and training.

Valid Florida Driver’s License.

Job Type: Full-time

Pay: $41,275.00 - $53,657.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• supervisory: 3 years (Required)
• utility billing: 3 years (Preferred)

License/Certification:

• State of Florida Driver's License (Required)

Work Location: In person