Customer Service Supervisor

Department/Location: Finance/Utility Billing

FLSA Status: Non-Exempt

Classification: Essential: This position is an Essential classification and will require

employee to report to duty before, during, and after a hurricane or emergency.

Supervision Exercised: Supervision is exercised over personnel assigned to the Utility Billing and cashiering operations, including meter reading.

Supervision Received: Under supervision of the Customer Service Manager or designee, for daily operations including personnel administration and supervision, collections, customer service operations, maintenance of the billing system, and interaction with other City departments.

General Purpose of the Position: The purpose of this position is to assist in supervising the operations of the Utility Billing Office and Cashiering Office and to support the establishment and maintenance of practices and procedures to assure accountability of utility billings and cashiering.

Essential Duties and Responsibilities:

· Supervises the work of all employees assigned to the Utility Billing Office with an emphasis on customer service and clerical personnel.

· Provides immediate performance-based coaching to customer service and\or clerical staff.

· Acts as first line supervisory support for customer service and clerical staff to address customer conflicts and determine optimal resolution.

· Establishes and maintains a quality customer service orientation in the department through customer focus, problem resolution, and process efficiencies.

· Authorizes cashiering transactions to be voided.

· Reviews work of assigned staff for accuracy and effectiveness.

· Instructs employees in department procedures and regulations.

· Contributes to and communicates employee performance evaluations.

· Serves as backup for Customer Service Manager and\or Business Analyst, as needed.

· Coordinates employee scheduling changes associated with leaves and absences.

· Respond orally and in writing to requests for service and inquiries from the general public.

· Initiates and communicates service interruptions due to non-payment or delinquency status.

· Follows, maintains and implements departmental policies and procedures.

· Monitors internal control procedures and makes recommendations for changes as necessary.

· Supervises the collection of current and delinquent accounts.

· Exercises considerable independent judgement in line with Department/City policies and objectives.

Knowledge, Skills and Abilities Required:

· Knowledge of operation and control of computer equipment including personal computer, scanner, copier and printer.

· Ability to handle, with tact and efficiency, the requests of the public relating to utility and solid waste services and/or problems is essential.

· Ability to plan work assignments and to organize office procedures to obtain effective and efficient results.

· Ability to instruct and supervise office personnel in a variety of functions.

· Ability to establish and maintain cooperative relationships with fellow employees, elected officials, and the general public.

· Ability to communicate effectively orally and in writing with the fellow employees, City officials, and the general public.

· Ability to train employees in customer relations and best practices.

· This position requires extensive contact with the general public and the ability to function as a liaison between the City and the public is required.

· Performs other related duties as assigned.

Computer Equipment and Software Requirements: Proficiency in Microsoft Office and the ability to adapt to other software programs with ease. City of Bradenton computer software (Tyler Technologies) and multi-line telephone.

Education and Experience Required: Associate’s degree with coursework in business administration or related field, or at least five (5) years of professional experience. Experience in a customer service environment is required. Experience in water or utility billing and accounting is preferred.

At the discretion of the City Administrator or designee, an equivalent combination of education and experience sufficient to provide the applicant with the knowledge, skills, and ability to successfully performs the essential functions of the job will be considered.

Valid Florida Driver License is required or ability to obtain within 30 days of establishing residency in Florida and ability to maintain a valid Florida driver’s license.

Environmental Conditions: This position is normally with an office setting requiring limited physical effort. Position requires visual acuity for reviewing, checking, preparing and maintaining written and computer files. Incumbent is required to have sufficient hearing to accurately perceive information at normal spoken word levels. Manual dexterity to operate standard office, data entry, and word processing equipment is required.

Pay Grade: 114

Job Type: Full-time

Pay: $17.83 - $26.75 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $18 - $27