Customer Service Supervisor

All applicants must apply online at www.bjwsa.org/jobs. 

SUMMARY: Under limited supervision, directs and assigns the daily work activities of the customer service staff. Provides guidance and assistance to all customer service staff members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include but are not limited to:

• Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals; coordinates training activities; makes hiring recommendations; ensures all areas are adequately staffed.
• Coordinates daily work activities; organizes, prioritizes, and assigns work; monitors status of work in progress and inspects completed work; confers with assigned staff, assists with complex/problem situations, and provides technical expertise.
• Monitors and makes adjustments to bills as necessary; reviews account information; approve applicable staff adjustments to ensure proper audit requirements are met. 
• Receives customer complaints and attempts resolution ensuring policies and procedures are followed and the customer is treated in a professional manner. 
• Maintains, updates and recommends new standard operating procedures for the department on a bi-annual basis.
• Oversees software and hardware testing utilized in processing customer requests, collecting and posting receivables, and in communications.
• Ensures compliance with all applicable codes, laws, rules, regulations, standards, policies and procedures; initiates any actions necessary to correct deviations or violations. These include, but are not limited to FOIA, CS manual and BJWSA employee policies.
• Prepares or completes various forms, reports, correspondence and other documents.
• Communicates with peers, manager, employees, and others as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
• Oversee the Hydrant / Construction meter process to ensure accounts are established and closed properly and in a timely way to ensure accurate billing. 
• Responsible for processing the customer application process for the Thad Coleman and Juanita White Funds (low income assistance). Processing adjustments for eligible customers and ensures follow up for all applicants throughout the process.
• Monitors the central phone queue to ensure calls are answered in a timely fashion and representatives are available to take phone calls. Occasionally takes phone calls during busy times.
• Conduct periodic monitoring sessions with employees to provide feedback and enhance customer service.
• Reports and communicates effectively with leadership team and board of directors as needed.
• Oversee new service activities including water and sewer capacity and taps.
• Performs other duties as required.

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: High school diploma or equivalent with vocational or technical school training in business, bookkeeping office administration or related area required. Minimum 5 years’ experience in an accounting, cash handling, customer service or administrative position dealing with customers required. Minimum of 3 years’ experience in a supervisory position preferred. Must have or have the ability to obtain a working knowledge of contracts, deeds and legal stipulations. Must possess proficiency with computer applications, ability to operate two-way radio, printers, copy machine, 10-key calculator and postage meter. Excellent telephone and oral communication skills and ability to perform routine arithmetic calculations required.

CERTIFICATES, LICENSES, REGISTRATIONS: Must possess a valid driver’s license.

Data Conception: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships. 

Interpersonal Communications: Requires the ability to perform in a supervisory capacity of subordinate personnel.

Language Ability: Requires the ability to read and analyze a variety of reports, informational and technical documentation, directions, instructions, and methods and procedures. Requires the ability to complete legal documents as needed. Requires the ability to write reports with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.

Intelligence: Requires the ability to exercise judgment, decisiveness, and creativity in situations involving evaluation of information against measurable or verifiable criteria. Must be able to quickly analyze situations and accounts correctly.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.

Numerical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width, and shape, visually with job-related equipment.

Motor Coordination: Requires the ability to coordinate hands and eyes in using job-related office equipment.

Manual Dexterity: Requires the ability to handle a variety of items, job-related equipment, control knobs, switches, etc. Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.

Color Discrimination: May require the ability to differentiate colors and shades of color.

Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to perform under stress when confronted with an emergency.

Physical Communications: Requires the ability to talk and/or hear (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear).

All applicants must apply online at www.bjwsa.org/jobs.